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.

 

Helpdesk Ticketing System

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.

YKdesk packs a suite of powerful collaboration features that can help teams work efficiently to provide better support experiences for the customer. 

Agents can loop in teammates for discussions right inside tickets, and can retain visibility into tickets even if another team is currently working on it. Teams can also split the tasks involved and work on them in parallel.

 

 

 

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.

Email

Convert support emails into trackable tickets in your helpdesk that you can manage and resolve.

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.

Scenario automations

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…

Avoid conflicting edits

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

team-dashboards

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

With YKdesk’s extensive customization capabilities, you can create a helpdesk that is perfect for your business. Brand your support portal to reflect your website, hosted at a support URL of your choice. Make it easy for agents to resolve issues by collecting information relevant to the issue from customers.

Freshdesk 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

We are committed to setting the standard as a secure partner when it comes to the integrity and protection of our customer’s data, and we continuously look for opportunities to make improvements. We pride ourselves in our product’s simplicity and performance while being dedicated to providing the most secure experience for you and your customers.

Freshdesk unifies all your information

Custom SSL certificates

Freshdesk accounts come with custom SSL certificates that let you secure your own support domain or vanity URL for a safe and personalized experience.

Identity & access management

Let agents and users login to Freshdesk using their other accounts by setting up a single sign on (SSO) script to authenticate their credentials.

IP and Network restrictions

Whitelist IP ranges, restrict login access outside of work or create secure and exclusive access for agents to login from anywhere by linking IP whitelisting to a VPN (virtual private network).

Get YK-DESK today!