Help Desk & Ticketing

Log, track and prioritize all issues in one place

Keep your promise to your customers

Provide faster and better support for your customers with an all-in-one help desk ticketing system. Resolve problems of any complexity by bringing front, middle, and back offices together.

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61% have switched brands due to poor customer service with nearly half having done so in the past 12 months

“State of Global Customer Service Report” – Microsoft

Prioritize all customer issues

Record, organize, and track all your customers’ issues in one workspace that’s accessible to your entire team. Even if the case moves between departments, your entire team has the tools to ensure your customer’s problems are solved from end to end.

Boost productivity with automation

Automate repetitive tasks and optimize your response time. Help your employees do the most by leveraging data from across the organization, and other systems, to identify their best qualities.

Tame the email monster

Funnel and convert emails to tickets automatically, along with any replies or attachments, so you can focus on the customer and not your inbox. 

Turbocharge your contact center

Show agents a 360 view of the customer with full context, analytics, and AI-assisted recommendations to resolve issues quickly and effectively.

The right tools to impress your customers

Collaborate to help faster

Work together on resolving the more complex cases by adding collaborators and starting discussions.

Share the knowledge

Provide consistent service an internal knowledge base, a support agent-only base, or a customer facing one.

Measure and improve processes

Measure key metrics to understand how quickly and effectively tickets are getting resolved.

Keep customers in the loop

Share constant updates with your customers with automated notifications and email templates.

Scale globally

Scale your solution across multiple languages, time zones, and employee and customer preferences.

Automate assignment and escalation

Assign tickets to employees or teams based with business rules. Prevent SLA breach with auto-escalation.

See how AppBase helps you keep your promise to your customers

AppBase for Customer Service

Extend service beyond the contact center and scale by connecting people, functions and systems

AppBase for Back-Office

Deliver enterprise-grade apps quickly and accelerate innovation, increase agility and improve productivity

Customer Stories

Finance

Customer Service

A large financial services company reduced their call center costs and reduced disputes

Customer Stories

Disputes

Case Management

See how FairWay Resolution used AppBase to deliver digital transformation during a pandemic.

Partner

Genesys

See how Genesys and Eccentex provide personalized solutions to complex issues, even if the journey goes beyond the contact center.