Customer Experience Solutions

Help Desk Solutions

eScalent Help Desk Solution built for modern businesses. It puts all your customer information in one place. It seamlessly routes inquiries created via email, web-forms and phone calls into a simple, easy-to-use, multi-user, web-based customer support platform. Everything you need lives in a single location, so that communication between you and your customers is efficient, relevant, and personal.

Main Features

The CRM solution provided by eScalent, offers various features with immense flexibility for customization and integrations. Some of the main features are given below.

  • Tickets

    • Agent responses by email
    • Transfer tickets (to agents, departments, groups and other installations)
    • Cross-associate tickets, live chats, calls, and tasks
    • Automatically suggests related tickets and knowledge base articles
    • Comments and resolutions
    • View/search ticket history
    • Canned replies
    • Mark tickets for follow-up
    • Ticket surveys
    • Advanced ticket searching
    • Define custom fields for tickets
    • Force complete custom fields (agents only)
    • Instant Message feature for agents
    • Multiple user-defined signatures per agent
    • Enforceable company-wide signature standard
    • Dynamic signature attributes by brand, language, etc.
    • Intelligent ticket routing (via cherry picking or round robin)
    • Custom ticket distribution options using Events
    • Tickets assigned to agent’s brand and/or language
    • Automatic and manual re-balancing of ticket workload
    • Time logging

  • Live Chat

    • Chat Audible and visual alerts
    • Chat idle time warning levels
    • Transfer chats (to agents, departments, and groups)
    • Cross-associate tickets, live chats, calls, and tasks
    • Automatically suggests related knowledge base articles
    • View/search chat history
    • Automated responses
    • Define custom fields for chats
    • Get Assistance feature for agents
    • Manage chat queues
    • Multiple chat session support
    • Co-chat with other agents
    • Administrator participation without transfer (coaching)
    • Agent chat rooms
    • Agent instant messaging
    • Automatic agent failover
    • Support for alternate agent avatars and identities (aliases)
    • Intelligent routing (via cherry picking or round robin)
    • Custom chat distribution options
    • Live chats assigned by agent’s brand and/or language

  • Tasks

    • Time logging
    • Assign tasks to agents
    • Assign a status to a task (approved, in progress, etc.)
    • Create recurring tasks
    • Visual alerts for overdue tasks
    • Cross-associate tickets, live chats, calls, and tasks
    • Managers can view and track tasks for their departments

  • Knowledgebase

    • Embed document links in KB articles and news items (attachments)
    • Embed media files in KB articles and news items
    • Organize KB articles and news items by brand
    • Edit multiple KB articles concurrently
    • Set stale dates for KB articles
    • Mark KB articles for review
    • View statistics for a KB article
    • View unsuccessful KB search queries
    • Check articles for broken links
    • Quick comment moderation
    • Assign articles to agents for creation

  • Events & Notifications

    • Event-driven architecture
    • Notification profiles
    • Assign actions to events (.e.g. transfers, escalations, notifications)
    • Service Level Agreements (SLA) compatible

  • Reports

    • Summary reports
    • Trend reports
    • Multiple event reports
    • Ticket reports by agent, department, or group
    • Custom field reports
    • Scheduled and on-demand email reports
    • Define custom reports

  • Administration

    • Agent roles system
    • Multiple brand support
    • Agent avatars to personalize customer communication
    • Assign departments and agents to specific brands
    • Real-time monitoring of tickets
    • Real-time monitoring of live chats
    • Monitor live chat rooms
    • Optimized database for large volumes
    • Minimum password requirements and enforcement

  • Interface Features

    • Submit tickets through the portal
    • Auto suggest related KB articles during ticket submission
    • Insert attachments in tickets (configurable)
    • Capture visitor data through forms (custom fields)
    • Enabled chat links into website
    • Chat Online/offline indication
    • Agent typing indicator in chat
    • Email and print live chat transcripts (customer side)
    • Knowledge base Organized by category
    • Searchable Knowledge base (full natural search support)
    • CAPTCHA support for ticket submission and user registration 
    • Customized company logo
    • Compatible with most popular Web browsers
    • Compatible with most mobile devices and tablets

Frameworks we use

The CRM solution provided by eScalent, offers various features with immense flexibility for customization and integrations. Depending upon actual requirements, we consider use of one of the multiple framework options to deploy your solution.


Help Desk Deployment Options


eScalent Services

  • Help Desk Process Consulting
  • Help Desk Process Gap Analysis
  • Help Desk Framework Setup and Hosting
  • Help Desk Reports and Customization
  • Help Desk Data Migration
  • Help Desk Integrations
  • Help Desk Admin & User Training
  • Help Desk Support Services

Help Desk Integrations

Help Desk can extend your reach and productivity. The Typical Integrations you may require are:

  • Website Forms to Help Desk
  • eCommerce Site to Help Desk
  • HelpDesk to CRM
  • Chat Solution to Help Desk

Pls write to us for your specific needs!

It all starts with a candid conversation!

Whether you are just starting off with your digital transformation or just want to tweak your current set-up, or you want to revitalize your brand; it all starts with a candid conversation. Technology isn't 'one size fits all'. That's why we want to meet you, listen and find out what can make you tick. That way we can suggest and tailor the right solutions for you. Benefit from our experience, intellectual capital and talent. Let's interact!

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