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Plugin Description
The easiest to use Help Desk & Support Ticket plugin. Create a support help desk quickly and easily with Nifty Desk.
Features
- Manage support tickets in a integrated and comprehensive support dashboard
- Adds a Submit Ticket page to your website
- Receive email notifications for new support tickets
- Receive email notifications for support ticket responses
- One support agent
- Priorities – Add priorities to your support tickets (low, high, urgent, critical)
- Internal notes
- Basic reporting – Total tickets, solved tickets, average first reply time
- Merge tickets with other tickets
- Fully cutomizable email templates
- Allow for HTML within tickets
- Create your own child themes for your support area
- REST API – create tickets, view tickets, and delete tickets.
Premium Features
- Comprehensive and customizable support desk
- Unlimited support agents
- Unlimited quick responses
- Receive email notifications when a new ticket has been assigned to you
- Allow users and agents to upload files in support tickets
- Allow tickets to be closed after a certain number of days
- Create custom views to organize your tickets
- Organize your support tickets into departments
- Allow for multiple email collection channels
- Schedule support tickets to be assigned to specific agents
Coming Soon
Why is using a Support Desk important
Having a support desk on your website allows you to resolve issues faster and more efficiently. Simply put, a support desk allows you to organize information, steamline your workflow and eliminate any manual processes. By using a support desk such as Nifty Desk, you will no longer have to laboriously log issues by hand, dig through disorganized emails and let things slip through the cracks unknowingly.
If you can say ‘yes’ to any of the below points, it may be time to install Nifty Desk and declutter your product or service, one support ticket at a time:
- You find that things are inefficient, and often find that common issues are never addressed.
- Multitasking is nearly impossible, especially considering you’re never sure where half of the issues lie with your product or service.
- Your customers find it difficult to get in touch with you, or even obtain a resolution to an issue or problem.
- You’re unaware if you’re fixing or making more problems on a day to day basis for your customer.
- You have a negative or poor reputation as a business for following up and resolving your customer’s issues.
How can I provide outstanding support?
As a business, we all want to be known for the excellent support we provide our customers. Below are just a few points you should follow to ensure your customers are having a great experience with you.
- Know your product well. Be confident about every aspect of it. Ensure your team is on the same page as well.
- Be friendly. Add your personal touch to a response to prevent sounding like a predefined response.
- Remember your manners – say please and thank you when asking and receiving something from the customer.
- Greet the customer accordingly. Using the customer’s name in a reply is impressive in every language.
- Show respect to the customer.
- Be patient. Some customers may not understand your solution fully the first time round.
- Listen. Take as much in from the customer before responding. This will allow you to provide a comprehensive and knowledgeable solution.
- Never assume. Go back to basics first, and work your way through the problem, until you’ve found a suitable solution.
Screenshots
Nifty Desk – Support Ticket Dashboard
Nifty Desk – Support Ticket Single View
Nifty Desk – Submit a support ticket
Nifty Desk – Basic Reporting
Nifty Desk – An array of options to tailor your support desk to your requirements
Nifty Desk – Use the REST API for external applications
