SaaS based help desk systems

About job

???? Core Ticket Management Ticket creation via email, web, chat, phone Ticket assignment and routing Ticket prioritization and status tracking Internal notes and agent collaboration SLA management (Service Level Agreements) Merging and splitting tickets Ticket tagging and categorization ???? Customer Management Customer profiles and history Organization and contact segmentation Custom fields for customer data Activity timeline and previous interactions ???? Multi-Channel Support Email integration Live chat Social media (Facebook, Twitter, Instagram) SMS and WhatsApp integration Voice (telephony) integration Self-service portal ???? Automation & Workflows Auto-ticket routing Escalation rules Canned responses/macros SLA breach alerts Workflow automation builder (drag & drop in some tools) ???? Reporting & Analytics Dashboard and performance metrics Agent productivity reports SLA compliance reports Customer satisfaction (CSAT) ratings Customizable reports Real-time analytics ???? Knowledge Base & Self-Service Public and private knowledge base Article versioning and feedback Community forums/discussion boards FAQ and search optimization ???? Security & Permissions Role-based access control SSO (Single Sign-On) 2FA (Two-Factor Authentication) Audit logs Data encryption (at rest and in transit) GDPR/CCPA compliance ???? Integrations CRM (e.g., Salesforce, HubSpot) Project management (e.g., Jira, Asana) E-commerce platforms (e.g., Shopify, WooCommerce) Payment systems (e.g., Stripe, PayPal) API access for custom integrations Zapier/Make/Integromat support ???? Localization & Customization Multi-language support White-labeling and branding Custom domain for help center Custom ticket forms Time zone and business hours configuration Mobile-optimized self-service portal ????????? Agent Collaboration Tools Internal chat or comments Collision detection (see who’s viewing/responding to a ticket) Shared inbox Team inboxes or departments