CATEYE Support Desk
Every customer request in one queue, with an owner, a deadline and its full history, and a knowledge base that answers common questions before they become tickets.
Easy for customers, organised for your team
For your customers
- Submit a ticket with a category, priority, custom fields and attachments
- See matching knowledge base articles while they type
- Follow a ticket with its tracking ID and e-mail address, with no account needed
- Reply, mark the ticket resolved and rate the answers they get
- Or simply send an e-mail: it becomes a ticket, and replies join the same thread
- Optional customer accounts with a list of all their tickets
For your team
- A ticket list with filters, search, bulk actions and CSV export
- Canned responses, internal notes, attachments and a full history
- Due dates, time tracking, collaborators, and linked or merged tickets
- Automatic assignment, and access to chosen categories for each person
- Two-factor sign-in with an authenticator app
- Announcements and private messages between staff
See how your support is doing
Response times
Daily volumes, first-response and resolution times, broken down by category, priority and team member.
Customer satisfaction
Customers rate the replies they get, and satisfaction surveys are sent automatically.
Nothing forgotten
Overdue reminders, automatic closing after a set time, and a dashboard showing what needs attention now.
A knowledge base that answers first
Write an article once and it keeps helping. Customers find it in the searchable knowledge base, and it is suggested to them while they write a ticket.
- Categories, search, and the most popular and latest articles
- Ratings from customers, so you know which articles work
- Articles suggested on the ticket form
- Ticket forms protected from spam by a simple question and a hidden trap, with Google reCAPTCHA as an option
Questions about CATEYE Support Desk
Can customers e-mail us instead of using the form?
Yes. E-mails to your support address become tickets, either passed straight to the desk by your mail server or collected from the mailbox. Replies are matched to the right ticket by the ticket ID in the subject.
Do customers need to create an account?
No. Customers follow a ticket with its tracking ID and e-mail address. Accounts are optional, for customers who want to see all their tickets in one place.
Can we control what each team member sees?
Yes. Each person gets their own permissions and access to chosen categories, so the accounts team, for example, only sees billing tickets.
Can it be in our language?
Every word on the screens comes from a language file, so the desk can be translated into the language your customers use.
See it working
CATEYE’s own customers get help at support.cateyetech.com, which runs on CATEYE Support Desk. Have a look, then ask us for a demo of your own.