Triggers
Run the moment a ticket is created or updated: set fields, assign a group, add tags, notify people.
For example: when a ticket comes from Al Noor Trading, set priority to High and assign it to Key Accounts.
Every request, on record and on time.
Email, web forms and your help center in one helpdesk, every SLA tracked.
Watch one request from email to rating
A customer emails to redirect a delivery. Follow her ticket through a view, a trigger, a macro, the SLA and her rating.
One shared inbox for every channel
Each request becomes a ticket in one queue. Views split the queue by status, group or SLA, with a live count beside each.
Email
Mail arrives through Postmark, Mailgun or SendGrid. Replies go out through your own SMTP server, from your own address.
Web form
Customers choose a form, fill in the fields you set and attach files.
Help center
Signed-in customers open requests and follow them in your portal.
Business rules do the routine work
Write them once as plain conditions and actions. ProDesk applies them to every ticket, so routing and follow-ups stop depending on memory.
Automations
Run on a schedule and act on time, such as hours since a ticket was solved or last updated.
For example: close a ticket four days after it is solved.
Macros
Saved replies and field changes that an agent applies in one click.
For example: “Refund approved” posts the reply, sets the type and adds a refund tag.
SLAs that count business hours, not clock hours
Set first reply, next reply and resolution targets for each priority. The clock runs during your working hours and stops for the holidays you list.
- Schedules in your time zone, such as Asia/Riyadh, Asia/Kolkata or Europe/London.
- Policies match on organization, group, type and more, so key accounts can get faster targets.
- Views show what is due next and what has breached.
Example policy: Key accounts
Sunday to Thursday, 08:00 to 18:00, Asia/Riyadh. Holidays: Eid al-Fitr, Eid al-Adha, Saudi National Day.
| Priority | First reply | Next reply | Resolution |
|---|---|---|---|
| Urgent | 30 min | 1 h | 4 h |
| High | 1 h | 2 h | 8 h |
| Normal | 4 h | 8 h | 24 h |
| Low | 8 h | 16 h | 40 h |
A high priority ticket that arrives at 17:30 on Thursday is due for a first reply at 08:30 on Sunday, not 18:30 on Thursday.
Your own help center and customer portal
Publish answers, take requests through forms, and let customers follow every request they open.
Knowledge base
Articles in categories and sections, with search. Readers mark each article helpful or not.
Request forms
Each form asks for the fields you choose, so requests arrive with the order number already filled in.
Request tracking
Customers sign in to see the status of each request and reply in the same thread.
Satisfaction ratings
When a ticket is solved, the customer rates it good or bad and can leave a comment.
Reports on the numbers support leads track
Pick a date range and see volume, speed and quality, for the whole desk or for each agent.
- Created vs solved
- Whether the backlog is growing or shrinking.
- First reply time
- How long customers wait for the first answer.
- Resolution time
- How long a request takes from arrival to solved.
- SLA met
- The share of tickets that met each target.
- Satisfaction
- Good and bad ratings from customers, with their comments.
- Per agent
- The same figures for each person on the team.
Set up in three steps
Connect email
Forward your support address to Postmark, Mailgun or SendGrid so mail arrives as tickets, and add your SMTP server so replies leave from your own address.
Invite your team
Add agents, and light agents who can read tickets and add internal notes. Put them in groups such as Billing or Field Operations.
Set your rules
Add the views, triggers, SLA policies and macros that match how your team already works.
Proctel sets up your desk
Request a demo. When you go ahead, we create your company's desk and invite your administrator by email. Your administrator then adds the team.