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Focus Desk

Name: Focus Desk
Rating: 4.5 (2 reviews)

By Focus Telecom

950 Interested

Highlights : About Focus Desk

Automatic inquiry registration

Custom inquiry types, priorities & statuses

Customizable working hours

Simultaneous support for multiple communication channels

Website contact forms

Real-time productivity monitoring

About Focus Desk

Focus Desk is a cloud-based issue ticketing and service desk solution from Focus Telecom which allows users to manage customer issues through a range of communication channels. Contact through web forms, chat, SMS, email, and phone is supported, and users can switch channels at any time while maintaining consistent communication with the client. Focus Desk allows administrators to control and configure consultants’ working hours, message templates for auto-responders, service level agreement (SLA) levels, and inquiry types, statuses, and priorities. All inquiries are automatically registered, including orders, complaints, and resignations, and can be grouped based on the client and issue involved. Inquiries are allocated to individual consultants, and processing deadlines are set, with customizable alerts to remind users of upcoming inquiry processing deadlines.

Specifications

Business Size

Small

Customization

Yes

Deployments

Cloud

Language Support

English,Polish

Platforms

Product Details

Features

Automatic inquiry registration

Ticketing system

Processing deadlines

Productivity monitoring

Custom inquiry types, priorities & statuses

Admin-defined SLA levels

Customizable working hours

Simultaneous support for multiple communication channels

Real-time productivity monitoring

Customizable alerts

Issue tracking

Service Desk Automations

Multiple languages

Automatic ticket assignement

Unlimited Custom Fields

Benefits

Administrators can define consultants’ working hours, message templates, SLA levels, and the types, statuses, and priority of inquiries.

Multiple inquiries from the same client which apply to a single case can be grouped to simplify issue tracking.

Customers can be contacted via phone, SMS, email, and chat, and users can switch between communication channels at any time.

Alerts can be individually customized to remind users of upcoming inquiry response deadlines.

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