YK Desk
Empower your support team to work together and resolve customer issues faster.
Intuitive, feature-rich, affordable customer support software
Streamline all your customer conversations in one place
Automate your repetitive work and save time
Collaborate with other teams to resolve issues faster
Why YKdesk?
Conversations made easier
Streamline your support channels – Email, Phone, Chat and more – so you can respond to all your customers from just one place
Collaborations made stronger
Invite anyone – agents, colleagues, or external business partners – to discuss and solve tickets through Freshconnect
Support made more automatic
These automations will help you eliminate repetitive tasks, organize your helpdesk, and keep an eye on critical events.
Answers made available faster
Compile tutorials or DIY guides for your customers so they get answers faster and can solve simple problems by themselves.
Insights made more accessible
Monitor your teams easily and take data driven decisions to hit your support targets with customizable Team Dashboards
Keep track of conversations
Prioritize, categorize and assign tickets so you never lose track of them..
YKdesk simplifies work for your agents.
Every email, feedback, chat, or call that comes in can be converted into tickets in YKdesk. There is no more switching between multiple tools. No more missing out on follow ups and delaying replies.
Team Inbox
Track and manage incoming support tickets from multiple channels with one inbox.
Agent Collision Detection
Ensure that multiple agents don’t wind up working on the same ticket by accident.
Scenario Automation
Perform multiple actions on a ticket with a single click by automating repeated actions.
SLA Management
Set deadlines for ticket response and resolution based on different business hours or categories.
Custom Ticket Status
Create custom statuses that suit your workflow to identify what stage a ticket is in.
Canned Responses
Provide quick, consistent responses to common questions by creating pre-formatted replies.
Resolve issues together
Work together as teams to quickly and efficiently solve customer problems.
YKdesk helps you work together with team members from across the company to provide quick and consistent answers to your customers.
Freshconnect
Discuss specific parts of tickets with experts from across your company to figure out the best solutions.Linked Tickets
Link related tickets together to keep track of widespread issues and deliver consistent responses.Shared Ownership
Share ownership of tickets with other teams without losing visibility into progress being made on the issue.Parent-child Ticketing
Resolve complex, multi-stage issues faster by splitting them into smaller child tickets.Support across channels
Unify and manage all support-related communications from multiple channels on a single platform. With YKdesk’s multichannel helpdesk, your agents can reply to emails, answer customer calls and chat with customers right within the helpdesk. You can always access past interactions with any customer on any channel from a unified, single customer database. Agents can also follow up with customers and keep track of conversations by converting them into helpdesk tickets.
Chat
Engage, support, and retain customers through live chat.Website
Let customers raise tickets from your website and display related knowledge base articles as they type.Phone
Set up a fully functional call center and record and track calls by converting them into tickets.Social media
Integrate your company’s Facebook page and Twitter handles and manage them from within the helpdesk.Increase your team’s productivity
Leverage YKdesk’s built-in capabilities to automate repetitive helpdesk tasks. Streamline your helpdesk with automations that work around the clock, to make sure that your support process is as smooth as possible. You can automate the routine tasks in your helpdesk such as setting priorities, following up on tickets and other operational tasks thats help you run your support. This way, your team can utilize their time better and craft the perfect support experience for customers.
Ticket dispatch
Automatically assign tickets to agents and groups based on keywords, requester or properties.Time-triggered automation
Execute maintenance activities on tickets based on the time lapsed since an event happened.Automatic email notification
Notify customers and agents automatically about the changes happening in their ticket.Intelligent ticket assignment
Assign tickets to agents based on their current workload, skill or using the round robin method.Event-triggered automation
Implement one or more actions on specific tickets as soon as an event happens.Help customers help themselves
Create a self service experience for customers with a knowledge base and forums.
YKdesk helps you create a seamless self-service experience.Enabling self-service doesn’t just help customers find solutions faster, but also empowers agents with the right knowledge. It also helps in reducing the ticket volume your helpdesk receives.
With YKdesk’s knowledge base, you can…
Ticket dispatch
Automatically assign tickets to agents and groups based on keywords, requester or properties.Time-triggered automation
Execute maintenance activities on tickets based on the time lapsed since an event happened.Automatic email notification
Notify customers and agents automatically about the changes happening in their ticket.Intelligent ticket assignment
Assign tickets to agents based on their current workload, skill or using the round robin method.Event-triggered automation
Implement one or more actions on specific tickets as soon as an event happens.Measure and improve efficiency
Identify problems, plan based on metrics and improve helpdesk performance.Freshdesk’s reports gear you towards action
With a quick overview of the reports page, supervisors can understand how the helpdesk and the support team are doing. Every metric like agent response time, resolution SLA, or ticket created can be analysed based on ticket properties like status, agent group, type and more. You can streamline your support by identifying bottlenecks and examining problematic tickets right from the report.View insights at a glance
Helpdesk reports
Understand how different agents and groups are performing based on various helpdesk metrics.Dashboards
Monitor your helpdesk using real-time data about tickets, trends and groups.Schedule reports
Schedule default and custom reports so that you can receive them in your inbox periodically.Customer satisfaction ratings
Gauge how customers feel about your support using customer satisfaction reports.Answers and Insights
Easily access data and reports and get custom insights important to your business everyday.Complete customization capabilities
Customize your workflows, customer portal, agent roles and more to make the helpdesk truly yours.YKdesk is fully customizable
Portal customization
Customize the look and layout of your support portal with full CSS customization and ready-made themes.Custom ticket forms
Collect information relevant and important to your business by adding and modifying fields in the ticket form.Custom Apps
Build and integrate custom apps to carry out workflows that are unique to your business.Customize agent roles
Give differential permissions for access and actions according to the roles and responsibilities of agents.Custom URL
Use your own vanity URL for your support portal and provide a seamless customer experience.State-of-the-art data security
YKdesk ensures enterprise-grade security with features and comprehensive audits of networks, systems and regulatory compliances to protect our product and platform.Focus on delivering support while we protect your helpdesk
