Helpdesk Support

When customer issues pile up, delays and miscommunication can hurt your business. A well-organized helpdesk system ensures that every query gets the attention it deserves. Waakit’s Helpdesk Support simplifies ticket management, allowing you to track, assign, and resolve issues efficiently. With real-time updates, automated workflows, and insightful reports, you can enhance response times, reduce backlogs, and improve customer satisfaction.

1. Ticket Management 

Handling multiple queries without a structured system leads to missed requests and delayed resolutions. Waakit’s ticket management system helps you log, categorize, and assign tickets effortlessly.

• Multi-Channel Ticketing: Capture requests from email, phone calls, or web forms.
• Automated Assignments: Route tickets to the right support agents instantly.
• Custom Categories: Organize tickets by issue type, urgency, or department.

2. Ticket Status and Updates 

Tracking ticket progress ensures timely resolutions and clear communication. Waakit provides real-time status updates and complete ticket histories so that no request slips through the cracks.

• Live Ticket Tracking: Monitor progress from creation to closure.
• Detailed Summaries: View past interactions, notes, and file attachments for complete context.
• Instant Alerts: Receive notifications for status changes and approaching deadlines.

3. Pending Tickets 

Unresolved tickets slow down productivity and affect service quality. Waakit helps you identify and manage pending tickets efficiently to ensure nothing gets overlooked.

• Priority-Based Sorting: Focus on critical issues first.
• Escalation Rules: Automatically escalate tickets that remain unresolved.
• Actionable Insights: Identify bottlenecks and optimize resolution times.

4. Bulk Ticket Upload 

Manually entering multiple tickets can be tedious and time-consuming. Waakit’s bulk upload feature streamlines the process, ensuring quick and organized ticket handling.

• Batch Processing: Upload and process multiple tickets simultaneously.
• Template-Based Entries: Maintain consistency with standardized ticket formats.
• Automated Routing: Distribute tickets based on predefined rules.

5. Reports 

Analyzing ticket trends helps refine support strategies and boost efficiency. Waakit provides detailed reports on ticket statuses, resolution times, and service performance.

• Custom Dashboards: Get a visual overview of ticket closures and pending cases.
• Performance Metrics: Track response times, resolution rates, and agent productivity.
• Exportable Reports: Generate and share data for deeper analysis.

Deliver Better Support with Waakit

A well-managed helpdesk improves response times, reduces backlogs, and enhances service quality. Waakit’s Helpdesk Support gives you the tools to track, manage, and resolve tickets efficiently—so you can focus on delivering a seamless customer experience.