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All modules · Communication & Marketing

Help desk

Tickets, knowledge base & portal

Answer clients from one shared queue, publish a help centre and give clients a portal for their tickets.

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The Help desk module in sysco.one

Why teams use it

Tickets, knowledge base & portal, done properly.

Part of one shared workspace, so Help desk data is already connected to your clients, projects and invoices.

01

One shared queue

Every ticket in one help desk, sorted by SLA, with snippets and ticket merge.

02

Knowledge base

Publish articles on a public help site and see what clients searched for and could not find.

03

Support portal

Clients sign in with an email link to open tickets and follow replies.

04

Feedback surveys

Ask NPS, CSAT or CES questions automatically when a ticket closes.

Inside Help desk

Every page in the Help desk menu.

What you'll find in the side menu and tabs, and what each one does.

Service

  • TicketsTickets on a board or list for each pipeline, with filters and bulk assign.
  • Help deskA shared queue with views like Unassigned, Assigned to me, Waiting on us and Chats, sorted by SLA.
  • Knowledge baseHelp articles with categories, drafts, a public help site and a list of failed searches.
  • Feedback surveysNPS, CSAT and CES surveys, sent once, on a schedule, or when a ticket closes.
  • Support portalClients sign in with an emailed link to submit tickets with attachments and follow every reply.

Help desk tools

  • Composer and snippetsReply with saved snippets, merge tickets, and work faster with keyboard shortcuts.
  • AnalyticsTicket volume, first response time, resolution time, SLA attainment and feedback.
  • SettingsEmail channels, SLAs per pipeline, statuses, teams and routing, live chat and signatures.

Connected by default

Works hand in hand with

CRM

A pipeline for every deal, with contacts, companies and the full email history in one place.

  • Pipelines and stages
  • Board or table
Explore CRM

Phone

Call from the browser, with call logs, recordings and transcripts attached to the right contact.

  • Browser softphone
  • Every call logged
Explore Phone

Email & automation

Send email and SMS campaigns to segments, score leads and let workflows do the follow-up.

  • Email and SMS campaigns
  • Segments
Explore Email & automation
Help desk: Tickets, knowledge base & portal · sysco.one