Helpdesk

A helpdesk is the system through which customers contact support and agents receive, handle and close their requests.

A helpdesk is software for a support team. Customer requests from email, messengers and a website chat land in one queue, where each request has an owner, a status and a response deadline.

A good helpdesk does not replace people, it removes chaos: nothing gets lost in private chats, workload is spread evenly, and repeated questions are handled with reply templates and a knowledge base.

Connecta combines a helpdesk and a CRM: besides the request queue you get customer profiles, companies, interaction history and team analytics.