Trivena Helpdesk
Ticketing where every conversation carries the customer's real history.
Support quality is mostly a data problem. An agent who can see the order, the invoice, the shipment and the previous three tickets resolves in one reply what otherwise takes four. Trivena Helpdesk is built on the same records as everything else, so that context is simply there.
- Ticketing tool
- Shared support inbox
- Knowledge base
Part of serve customers in the suite, included with every plan at no extra cost.
What it does.
Grouped by the part of the job each capability belongs to.
- Email, web form, chat and phone into one queue
- Assignment rules, teams and escalation paths
- Service level targets with breach warnings
- Canned responses and reply templates
- Customer satisfaction capture on resolution
- Orders, invoices and shipments on the ticket
- Previous tickets and their outcomes
- Account owner and open deals from CRM
- Warranty and contract status from ERP
- Public knowledge base with article analytics
- Customer portal to raise and track tickets
- Suggested articles surfaced as the customer types
Because it is not a separate system.
Trivena Helpdesk reads and writes the same database as every other application in your Site. These are things it can do only for that reason.
How the platform fits together- A refund raised from a ticket becomes a credit note in the ledger
- Recurring faults link back to the batch or serial number in stock
- Ticket volume by product appears in Insights next to sales
The Support Agent works in here.
Answers tickets with the customer's real order history, and escalates the moment it should.
It reads only what the person asking is allowed to read, it drafts rather than acts, and it keeps nothing after the conversation ends.
What the Support Agent does all day- Draft a reply to ticket 4821 with the current shipment status.
- What are the three biggest causes of tickets this month?
- Has this customer contacted us about this before?
- Which open tickets involve a customer with an overdue invoice?
