Ticket Routing feature in NeetoDesk is designed to intelligently distribute customer tickets       among support agents. This ensures that each ticket is assigned to the most appropriate agent       based on their expertise, workload, and availability. NeetoDesk offers two effective routing       options: Round-Robin Ticket Routing and Load-Balance Routing.

Ticket Routing

Smartly direct customer tickets to agents based on round robin or load balanced routing.

Automation Rules feature in NeetoDesk empowers businesses to automate routine tasks and       streamline workflows by defining custom rules that automatically trigger actions based on       specific conditions. This feature enables support teams to optimize their processes, improve       response times, and enhance overall customer satisfaction.

Automation Rules

NeetoDesk allows you to improve your workflow and save time by applying actions such as merging       tickets, changing agents, updating statuses, reporting spam, or moving tickets to trash to multiple       tickets simultaneously. Additionally, it allows you to add tickets to neetoPlanner for managing       your ticket queue and improving in handling customer inquiries.

Bulk Action

Business hours feature in NeetoDesk is designed to streamline customer support availability       and communication. With this feature, businesses can define specific operating hours during       which they are available to respond to customer inquiries. This ensures that customer       expectations are managed effectively, and support teams are aligned with the company's       operational schedule.

Business Hours

Canned responses are pre-written responses that allow you to answer common questions       quickly and consistently. NeetoDesk takes a step further and helps you store pre-written       responses and actions like adding a tag, notes, changing priority, etc.

Canned Responses

Collision detection feature in NeetoDesk alerts agents when someone else is already       responding to a specific customer ticket. When multiple agents start working on the same       ticket simultaneously, there's a risk of conflicting responses or actions. The collision       detection feature solves this problem by alerting agents when someone else is already engaged       with a particular ticket or responded to a ticket.

Collision Detection

Custom roles feature helps businesses to create specific and tailored support roles that       align with their unique organizational structure and customer interactions. With this feature,       you can design roles with precise permissions and responsibilities, allowing you to customize       the support experience according to your team's workflow and customer engagement strategy.

Custom Roles

Custom View feature in NeetoDesk empowers support teams to create personalized ticket views       that align with their unique workflow and priorities. By customizing views, agents can quickly       access the tickets most relevant to them, enhancing efficiency and providing a seamless       support experience.

Custom Views

With NeetoDesk, users can easily and securely log in to their accounts using Google Login,       eliminating the need to wait for an OTP to access them. This feature is not only convenient       but also ensures the safety and security of the user's account.

Google Sign In

Creating relevant help articles in the knowledge base can reduce incoming tickets and improve       customer support. The articles give customers easy access to information on common issues and       procedures, reducing the need to contact agents. It saves time and increases customer       satisfaction. NeetoKB, available in the suite of NeetoProducts, can be used to create these       articles.

Knowledge Base Articles

NeetoDesk offers keyboard shortcuts, which provide rapid and convenient methods of navigating       and interacting with Neeto products using the keyboard instead of the mouse or touchpad.       These shortcuts enhance an agent's efficiency, mainly when working on many tickets.       They save time and minimize errors when working on various support tickets. To display the       keyboard shortcuts, press Shift + ?.

Keyboard Shortcuts

NeetoDesk's approvals feature enables the handling of approvals for specific types of       support requests or actions. This feature can benefit organizations where specific support       requests require approval before they can be acted upon, such as refund or software purchase       requests or requests for access to sensitive systems or data. The manage approvals feature       helps to ensure consistent and compliant processing of requests while providing a clear audit       trail of the approval process. This can reduce the risk of errors or unauthorized actions and       provide accountability for approvals.

Approval

NeetoDesk allows you to merge different tickets into one ticket for quick action and reducing       repetitive tasks. With this feature, you can consolidate tickets of related inquires, or tickets       from same customers to expedite the resolution process and improve the workflow.

Merge Tickets

Stay connected and responsive with the NeetoDesk Mobile App, managing customer support       tickets from anywhere. Get instant notifications for new tickets and updates, collaborate       seamlessly with team members, and perform essential actions such as changing ticket status and       updating priorities directly from the app.

Mobile App

Multiple Mailboxes feature in NeetoDesk empowers businesses to handle customer inquiries       from various email addresses within a single unified platform. It is beneficial for       organizations that manage multiple brands, departments, or product lines, each with its       distinct email address.

Multiple Mailboxes

NeetoDesk allows you to receive and create support tickets from various sources, such as       email, chat(NeetoChat), web forms, and within NeetoDesk dashboard. This multi-channel support       enables customers to reach out using their preferred method of communication, and the support       team can respond and track all requests in NeetoDesk itself. By offering multiple channels       for ticket creation, you can improve customer satisfaction, increase the volume of support       requests, and ensure that all customer inquiries are addressed promptly.

Omnichannel Support

Agents or support staff can use private notes to attach comments to a ticket that remain       hidden from customers. These notes serve as a tool to document internal communication,       outline troubleshooting steps, or offer further context to other support staff working on       the ticket.

Private Notes

NeetoDesk's Reports and Analytics enable performance measurement through metrics on tickets,       agent performance, group performance, and customer satisfaction. This feature facilitates you       to monitor and identify pain points to improve and achieve timely resolution of customer issues.

Reports and Analytics

Receiving customer feedback after providing support is crucial for organizations seeking to       improve. Satisfaction ratings allow organizations to gauge how satisfied their customers are       with the support they receive. After resolving a support ticket, a survey is sent to the       customer, asking them to rate the quality of the support they received.

Satisfaction Ratings

SLA, or Service Level Agreement, enables you to establish a ticket response and resolution       deadline based on the ticket's priority and business hours. This feature helps establish       clear customer expectations and ensures that support providers provide the level of service       that customers require. Additionally, it provides a framework for measuring and enhancing       the quality of support services. In NeetoDesk, you can configure the first, next, and       resolution time, send notifications, and escalate tickets based on priority.

Service Level Agreement

SSL encryption in NeetoDesk ensures that all communications and data exchanged within the       platform are encrypted from the sender to the recipient.It provides an additional layer of       protection and peace of mind, ensuring that sensitive information stays confidential and       protected from unauthorized access.

SSL-Encryption

NeetoDesk Tasks List feature simplifies task management for tickets. You can create custom tasks       for each ticket, track progress, and streamline workflow. Importing task lists and tracking task       activities make handling repetitive tasks across multiple tickets easy. It's like having a to-do list,       ensuring nothing gets missed.

Tasks List

Ticket activity log presents a comprehensive history of all the actions performed on a       support ticket. This log assists support teams in tracking the ticket's progress, identifying       potential issues or delays, and ensuring all necessary steps are taken to resolve it.       Additionally, the log helps track customer interactions and documents all communication       with the customer.

Ticket Activity Log

Custom Ticket Fields feature in NeetoDesk empowers businesses to gather specific and relevant       information from customers when they submit support tickets. This customization ensures that       support teams receive all necessary details upfront, enabling more efficient and accurate       issue resolution.

Custom Ticket Fields

NeetoDesk allows you to organize and manage all customers' tickets in one place. Working       with tickets has been easier with customizable tags, categories, and options to set ticket       status and priority. Additionally, NeetoDesk's automated actions ensure you don't waste your       time on monotonous tasks.

Ticket Management

NeetoDesk includes an OTP feature that adds an extra layer of security to the system by       requiring users to enter a unique code every time they log in. This feature can help to       prevent unauthorized access and protect sensitive information, making NeetoDesk a more secure       option for organizations that handle sensitive data.

Verify Via OTP

NeetoDesk's Web Forms allows you to ease ticket submissions and gather essential customer information.       With this feature, you can build customizable forms as per your support needs, utilizing ticket fields,       including custom ones, to capture precise details for timely issue resolution.

Web Forms

Manage tickets in a hassle free manner and provide timely resolution.

Simplified ticket management

Allow customers to create ticket from different channels.

Manage your workflow better with multiple mailboxes in one centralised platform.

Create custom ticket fields to match your workflow and also personalise your data collection.

Custom dashboard views for quicker access to tickets for efficient handling and prioritise       based on specific criteria.

Answer common questions quickly and in a consistent manner using canned responses.

Record notes about the customer for future references and to serve the customer better.

Tag tickets with keywords and then filter and execute automation rules using them.

Intelligent Ticket Routing

Let customers rate their support experience when a ticket is resolved.

Navigate and manage tickets quickly by using keyboard shortcuts.

Set up automation rules to handle repetitive tasks and define custom workflows.

Automation rules

Set deadlines for ticket response and resolution based on different business hours or       categories.

Increase accountability and ensure customers receives the right resolution using the       approval process.

Manage Approval

Write relevant help articles in Knowledge Base to cut down incoming tickets.

Build custom roles and permissions to match your workflow.

Designated periods during which customer support is available, ensuring timely responses.

Prevents conflicting responses by alerting agents when another is already working on the       same customer ticket.

Smart Collision Detection

Simplify ticket management by merging related inquiries into one, saving time and reducing repetition.

Measure and Track performance with metrics on tickets, agents and customers for efficient customer support.

Enables workflow improvement and time-saving through bulk actions like merging, agent assignment,       status updates, spam reporting, and ticket organization

Simplify ticket submissions by customizing forms to gather essential customer information for timely issue resolution

Create custom tasks for tickets, including importing task lists and tracking activities across tickets.

Stay connected on the go with mobile app. Respond to tickets and access customer information       anywhere.

Google sign-in offers secure and convenient way to access and manage your tickets.

Secure your account with OTP verification. Enter your unique password sent to your email       for enhanced security.

SSL encryption ensures secure and private communication, protecting sensitive information       from unauthorized access.

SSL Encryption

From simplifying ticket management to automating workflows  NeetoDesk has everything that       you can expect plus way more!

NeetoDesk Features

Ready to elevate your customer support?

NeetoDesk is a helpdesk solution that streamlines customer support with features like customizable       ticket fields, automation, intelligent routing, SLA management, and collision detection. It integrates       with tools like Slack, GitHub, and Linear to enhance your support experience.

Ticket to exceptional customer support.

Connect with like-minded people, share experiences, and learn from each other.   Join our vibrant community of Neeto users to network, exchange ideas, and gain insights.

Join our Community Slack

NeetoDesk makes managing customer queries easy and organized. When a customer reaches out,         a "ticket" is automatically created, allowing you to track, prioritize, and assign it to agents         quickly. All tickets are visible in one place, making follow-ups and timely resolutions simple.

Manage customer queries with NeetoDesk.

Automation rules in NeetoDesk help you perform pre-defined actions automatically when certain         events occur. These rules can automate various tasks, reducing the workload on support staff         and improve customer response times.

Automate your tasks & reduce workload.

NeetoDesk's Service Level Agreement (SLA) helps you set clear expectation. This feature allows         you to define ticket response and resolution deadlines based on priority and business hours,         ensuring your agents consistently deliver the high-quality service.

Never miss a deadline with Service level agreement.

With customer satisfaction rating, easily gather direct feedback from customers after each         interaction. After resolving a support ticket, a survey is sent to the customer to rate the         quality of the support, giving you accurate insights into your service quality.

Track customer satisfaction.

NeetoDesk's Reports and Analytics enable performance measurement through metrics on tickets,         agent performance, group performance, and customer satisfaction. This feature facilitates you         to monitor and identify pain points to improve and achieve timely resolution of customer issues.

Measure performance with reports and analytics.

Provide support on the go with NeetoDesk mobile app. Respond to tickets, access customer       information, and keep your support team productive wherever you are.

NeetoDesk Mobile App

NeetoDesk app allows you to view and manage all your support tickets at one place. No more         switching between different platforms, everything you need is right at your fingertips. Stay         organized and respond quickly to customer inquiries without missing a beat.

Manage all your tickets with ease.

Easily add and capture important ticket details with just a few taps. Whether it's a new issue         or an update to an existing ticket, you can quickly input relevant information and ensure nothing         is overlooked.

Quickly capture ticket details & more

Deliver timely assistance with real-time push notifications. Get alerts for new tickets, updates,         and customer messages, allowing you to respond immediately. With NeetoDesk, you can provide instant         support to your customers, ensuring their needs are met as quickly as possible.

Provide instant support as mails or notes

Stay connected on the go with NeetoDesk mobile app. Respond to tickets, access customer     information, and keep your support team productive wherever you are.

Ticket Customization

Integrations

Security & Access Control

Support

NeetoDesk

Zendesk/Freshdesk alternative. Customer support and ticketing.

NeetoDesk is a helpdesk ticketing solution for efficient customer support, streamlining inquiries, providing resolution and enhancing customer satisfaction.

Ticket Routing

How can I set up ticket routing in NeetoDesk?

How does Round-Robin routing work?

What is Load-Balance routing?

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customer support?

NeetoDesk

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