Provision of Multiple Channels
Users can enter a ticket via the portal or via email or phone. The idea is for customers to be still able to relay their concerns should one of those channels encounter glitches.
Benefits
Yiron Desk supports communication through various channels, including email, live chat, social media, phone, and more.
SLA Tracking
Users can log service requests for various processes assigned to them. Different SLAs can be configured for different sets of users and support channels. Users can also track the progress of their requests.
Benefits
Yiron Desk includes built-in Service Level Agreement (SLA) tracking, allowing teams to set and monitor response and resolution time targets for support tickets.
Alert Agent & Track Progress
Agents can track requests from the helpdesk or they can be alerted automatically when the customer responds. Once an agent takes over a request the progress can be monitored by all assigned stakeholders.
Benefits
The system sends automatic alerts to agents when new tickets are assigned, nearing SLAs, or require follow-up actions, while also allowing managers to track ticket progress in real-time.
Dashboard & Reporting
The dashboard provides a visual representation of aspects like completed requests, SLA adherences, and agent efficiency. Agent and team performance reports are available.
Benefits
Yiron Desk provides a comprehensive dashboard with real-time reporting on key metrics such as ticket volume, resolution times, agent performance, and customer satisfaction.
Ticket Automation & Workflows
YIRONDESK lets you structure very simple guidelines to remind an agent to follow up, or even remind a customer when a ticket is pending their reply. Or maybe you want to make sure a ticket gets routed to the right person or group. Tickets can easily be routed, escalated, closed, with completely customizable and flexible rules.
Benefits
Automate ticket categorization, assignment, and escalation processes based on predefined rules and workflows.
Teams and Agents
Automatically assign tickets to teams and agents. Route your requests by skills or groups to the appropriate channels and escalate accordingly, with effective monitoring.
Benefits
Yiron Desk allows for the organization of support teams with assigned roles and responsibilities, enabling collaboration between multiple agents and teams.
