Image
Top
Navigation
November 29, 2013

Jazzdesk – Tune Up Your Customer Support

ss-jazzdesk
Jazzdesk is a customer support platform that’s in tune with the needs of small and mid-size business users. The web-based application allows groups to create, manage, and share customer support tickets. Service providers, in particular, can utilize Jazzdesk to work together more efficiently and better serve their customers’ needs.

When you use Jazzdesk to manage your customer support desk, you start each day with an overview of what each member of your team is working on. The collaborative support platform lets you assign tickets—also known as “request posts”—to specific employees. It uses a “status bar” system to demonstrate which tickets have been started or put on hold. Customers, or “requestors,” can see the status of their pending tickets, without being privy to the conversions going on about their issues among staffers behind-the-scenes. Tickets are marked as “resolved” when a solution has been found, and the customer is updated about the status automatically change via email.

One of the features that helps Jazzdesk stand apart from its competitors involve in-app time tracking. Account admins can track their staffs’ productivity, and they can use the resulting data to accurately populate employee timecards and clients invoices. Jazzdesk users also have the option to integrate the service on their web apps to create a robust back-office customer support solution.

Practical Uses:

  • Track the support tickets coming in from customers online
  • Quickly check the status of all the active tickets in your company’s system
  • Share tickets with colleagues who have more experience in a particular area
  • Find out how much time your employees spend resolving daily support requests

Insider Tips:

  • Staff can open tickets on behalf of their customers
  • Requesters are notified when their tickets are opened, closed, and updated
  • Create a widget in your own site using Jazzdesk’s snippet
  • “Template Activities” serve as a quick guide to help staffers resolve common requests

What we liked:

  • Staff can track the exact time they spend working on any specific activity
  • Jazzdesk offers ample customer support options for new users
  • Users can communicate with their customers by posting comments in Jazzdesk
  • Requesters have limited access to back-office ticket information

What we didn’t like:

  • Jazzdesk is currently only available in English

Alternatives:

Company Info:

Costs:

  • Free account
  • Staff account is $15 per user, per month
  • Pro account is $25 per user, per month