AI TOOL PROFILE
Wowdesk Help Desk and Ticketing Software
- Customer Support
- Help Desk
- Small businesses
- Mid-market companies
- Enterprise organizations
- Customer service teams
- Operations managers
Pricing
Wowdesk offers a freemium model with a free tier, a Starter plan at $6 per user/month, Professional at $30, and Enterprise at $60 per user/month.
At a glance
- Best for
- Small businesses, Mid-market companies, Enterprise organizations, Customer service teams, Operations managers
- Key use cases
- Customer Complaint Management, Internal HR Help Desk, Technical Support Tracking, Issue Tracking
- Integrations
- Facebook, Twitter, Active Directory, Excel export
- Official website
- Visit wowdesk official website
How AI is used
Wowdesk is a customer support platform designed to centralize service requests from various channels, including email, social media, and a customer portal. It uses a workflow engine to help agents track cases from submission through to closure.
The tool is designed for businesses in sectors such as finance, healthcare, and retail that need to manage complaints, technical support, or internal HR ticketing. Deployment options include SaaS, on-premise, and private cloud.
Buyers can use features such as sentiment analysis to determine customer mood and SLA tracking to monitor response times. The platform also includes a knowledge base to support customer self-service.
Buyers should confirm which pricing tier matches their needs, as basic features are available in the free version and advanced workflow capabilities are found in higher-tier plans.
Key Features
Omnichannel Ticketing
Captures service requests from email, Facebook, Twitter, and web forms into a unified system.
Workflow Automation
A workflow designer that allows organizations to define custom activities and processes for case management.
Knowledge Base
A searchable repository of resolutions for both public customer use and internal agent reference.
SLA Support
Tracks service level agreements with warning and violation periods based on priority or customer segment.
Sentiment Analysis
Analyzes cases from email and social media to determine if the customer sentiment is positive or negative.
Self-Service Portal
A branded portal where customers can submit cases, search the knowledge base, and track their requests.
Use Cases
Customer Complaint Management
Using the ticketing and routing system to track and resolve customer complaints.
Internal HR Help Desk
Managing employee requests and internal ticketing for HR departments.
Technical Support Tracking
Organizing technical issues and escalating them to back-office users for resolution.
Issue Tracking
Using case management to track specific project issues or service requests.
Integrations
- Active Directory
- Excel export
FAQ
Is there a free version of Wowdesk?
- Yes, Wowdesk offers a free plan that includes basic support center capabilities and email case capture for up to 3 agents.
How long is the Wowdesk free trial?
- Wowdesk provides a 14-day trial account, with options to request an extension from their sales team.
Can Wowdesk be installed on-premise?
- Yes, Wowdesk supports SaaS, on-premise, and private cloud deployment options.
What channels does Wowdesk support for customer requests?
- It supports multiple channels including email, live chat, Facebook, Twitter, and a customer self-service portal.
Source category: Customer Support
Source subcategory: Help Desk
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