Updated 2.2.2017
Customer Support |
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| Email Support | 24x7 @ support@sherpadesk.com |
| Phone Support | 8AM - 6PM EST @ 1.866.996.1200 ext 2 |
Tickets Management |
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| 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. |
| ToDo's | 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 |
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| 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. |
| Inovoicing | 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 |
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| 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 |
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| Unique Identifiers | Unique ID assigned to assets help you quickly locate specific objects in your system. |
| Asset Auditor | Asses 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 |
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| 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 |
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| 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. |
| Knowledgebase | 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 |
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| 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 |
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| 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 |
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| 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 |
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| 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. |
