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Get With Sherpadesk

 

All of our service solution in one place. Let us show you how
we can help you deliver better support.

 

 

 

Customer Support

Email Support

24x7 @ support@sherpadesk.com

Phone Support

8AM - 6PM EST @ 1.866.996.1200 ext 2

 

 


 

Tickets Management

Business Rules Routing

Workflow and ticket assignment can be determined by the type of problems your user is having, the organization of the user, the severity level of the request or mixture of these events. Multiple routing rules can be implemented to handle ticket distribution to either a single agent or a group of agents.

Rich Text and Multimedia
Support in Tickets

The email parser support rich text formatting allow all images to be stored in line within the ticket history as well as append attachments to the ticket's history.

Custom Fields

Add custom fields to the ticket form to further clarify the request. Forms can be dynamic asking the user additional questions depending on the issue of the request.

Advanced Search

All content is queried and available for search. Search filters are able to be set up and saved to display a list of tickets based on the ticket's properties.

On-hold ticket status

Place tickets in an 'On-Hold' status for later resolution.

Business Hours

Add business hours and holidays to work in relations with your Service Level Agreements.

Signature Block for
Printed Tickets

Add a signature block to printed tickets. Signature blocks are helpful for organizations that need signatures on work orders.

Scheduled Date

Allow end user the ability to request a date of service. Notifications can be sent to alert the agent when a scheduled date is coming due.

Related Ticketing

Create ticket relationships that one ticket is related to another. During the closure of a ticket, the related tickets have the option to be closed with any additional closure notes.

Submission Category

Track and report how tickets are created (i.e. phone, email, remote chat, etc.)

Creation Category

Track and report why tickets are created (i.e. warranty, vandalism, user error, etc.)

Folders

Store and retrieve tickets using a folder filing system.

Accounts

Manage your customer's tickets, projects, users, locations, and assets with the Account Manager feature. Be able to track all billable and non-billable time, income, expenses to get a clear picture of each account's profitability.

ToDos

Assign simple tasks and due dates within a ticket or project. Easily track time and costs of each task and how they relate to either an account or project.

Levels and Escalations

Create a ticket workflow that moves tickets through a tiered support process when a ticket is escalated/de- escalated.

Priorities and SLAs

Create a service level agreement for ticket response and completion times. Report on how closely you meet your goals to evaluate teams performances.

Scheduled Maintenance

Set up a recurring schedule that auto generates and assign new tickets.

Unassigned Queues

A group of agents that can be assigned to receive new support requests.

Remote Assistance

Initiate a remote session and chat where you can take over a user's desktop or share their desktop. Create a group session that allows the agent to invite multiple users to a session to share files present their desktop.

Notification Manager

Set up multiple notification rules based on ticket criteria and events. Create time-based notifications that will alert you when an event is about to about to occur.

 

 


 

Time Tracking and Invoicing

Rate Types

Create multiple rate types for reporting, billing and invoicing billable and non-billable time.

Rate Plans

Create multiple rate plans consisting of various task types with differing cost of service.

Staff Payments

Create bills to pay staff allowing agents to pay your internal staff for service.

Invoicing

Create invoices for clients allowing your agents to send customers the cost of a service. SherpaDesk integrates with QuickBooks and Freshbooks to send out invoices.

Account Level Billing

Each account is able to be assigned its own unique rate plan.

Remaining Time

Each ticket is able to be assigned an initial time estimate on how long it will take to complete the request. The estimate is able to be updated over the course working on the request to evaluate how much time is left for completion.

Start/Stop Clock

A stopwatch feature that allows you to record your time to ticket an account or a project.

 

 


 

Email Parsing

New User Creation

New users are added to your system by simply sending an email with our integration keyword.

Create, Update and
Modify Tickets

Email parser allows agents to modify and update tickets using special commands when replying. A lot of ticket management can be handled by simply replying to an email.

Email Information Block

Specific ticket information can be made available to the end user via email.

Custom emails messages

Create unique ticket email messages when events occur on the system.

Email Parser Drop Box

Drop Box allows you to customize multiple inbound emails for ticket creation. You can set up specific emails to be classified and routed to either an agent or group of agents.

Email Diagnostics Logs

A reporting tool to see what emails are coming IN and OUT of the system. This provides helpful insights to see when and to whom email are being delivered.

 

 


 

Assets

Unique Identifiers

Unique ID assigned to assets help you quickly locate specific objects in your system.

Asset Auditor

Assess asset auditors to perform physical assets of your inventory. An auditor is assigned to a location and is able to determine if the asset is still located in the correct place or mark it as missing.

Asset Statuses

Track various asset statuses of all supported items. Be able to retire assets from your inventory or move them to an inactive status.

Custom Asset Fields

Create unique fields per asset type for reporting and management. Custom fields are determined by the asset type allowing you to gather detailed information for each asset in your inventory.

Asset Browser

Search your inventory for specific assets based on selected criteria. Easily located where an asset is located, the service history and who it's assigned.

 

 


 

Projects

Project Budgets

Estimate the internal revenue and expenses on each project. Keep in touch with each project's profitability as you assign time, travel and expenses.

Project Tracking

Track the estimated completion on a project. You will be able to see the total magnitude of work on each project as well get an estimated work of compilation.

 

 


 

Customer Engagement

Portal

Create a custom portal that has the look and feel of your own website. Integrate your social media as well as provide knowledgebase articles allowing your customers to provide their own first level of support.

Account Portals

Create individual customer portals that have the look and feel of your customer's own website.

Knowledge Base

Create rich multimedia style articles that can be keyword searchable from your portal.

Customer Side Access

Customers have the ability to log in and check on the status of their requests. Here they can update their tickets and review the status of current open tickets.

 

 


 

Mobile and Web

Mobile Devices

SherpaDesk is available in an HTML5 mobile format and is also available for download for Apple iOS and Google Android stores.

Chrome Extension

A Chrome plug-in allows you quick access to manage and update your tickets from your browser.

 

 


 

Customization

Localization, Time
and Dates

Set your instance to accommodate to your locate time zone. You will be able to include working days and holidays to accommodate your Service Level Agreements.

Currency Symbol

Add countries currency symbol.

Logos

Add a custom logo to be shown on all emails, portals, and invoices.

 

 


 

Reporting

Standard Pre-Built
Reporting

Standard reporting with built-in filters to review ticket and agent data.

Custom Design

Design custom reports using graphs, scheduled reports to be delivered by email and export your data to be used locally.

Time Log Detail Report

View time log entries by your team members, projects, or task types.

View Timesheets

View all time billable and non-billable time in a calendar view. Easily sort the view based on account, agent or projects. Edit and add time logs on any of the assigned days.

Full Ticket Data Export

Export all ticket data to either a CSV, XLS, or XML format.

 

 


 

API & Integrations

LDAP Integrations

Use Microsoft Active Directory to manage user authentication and role assignments.

API Keys

REST and JavaScript API.

Freshbooks

Integrate project time logs and calculated rates into FreshBooks.

Quickbooks

Integrate time logs, invoices and staff payments into QuickBooks. Let SherpaDesk manage your rate calculations and expenses and then easily push over your invoices into QuickBooks Online.

Google Marketplace

Use Google Marketplaces to manage user authentication and roles.

Salesforce

Integrate seamlessly into Salesforce creating an easy experience to track prospects, to customers.