TekStack leverages the Microsoft Customer Service Hub already in use in your environment for software support to customers.

Customized to your needs, the Customer Service Hub can include omnichannel capabilities such as live chat, chatbots, online tutorials, email support, voice support, knowledge base libraries, client portals, and reporting.

• Self-Service Portal - Provide customers with the ability to create, view, and manage their cases.
• Knowledge Base - Knowledge articles can be opened to the public domain or kept behind a wall. Articles can help your agents or be used to deflect new cases from customers.
• Multi-channel Ticketing - Customers can log cases by phone, email, portal, or live agent.

Licenses for Customer Service Hub are priced differently and come through Microsoft. As a manager, you can see what activities took place on a case, and the total time spent on it. You cannot see the individuals who worked on it--only the name of the agent who resolved it.

TekStack Help Desk is priced as part of the TekStack suite of products. It offers oversight to Services Managers about work that support agents are doing in the Microsoft Customer Service Hub. Management reporting is available.

Why TekStack Help Desk?

TekStack provides an integrated ticketing and help desk app that integrates with the other TekStack apps. This feature rich tool will help your support team better service customers who require help. Features include:

• Portal for customers to log or track cases
• Knowledgebase for customer self-service
• Manage cases from multiple-channels
• SLA and Entitlements assigned at a customer level
• Track time entry to capture customer profitability
• Organize cases by Subject
• Full management reporting
• Customer Voice for customer feedback surveys such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT)
• Notification on team and customers on case progress
• Visibility at the customer account form

What does it do?

Service Managers can see cases, queues and Knowledge Articles as well as time tracked against individuals’ work on cases. You will know who spent time on what activities including appointments, phone calls and tasks. Time is tracked automatically.

Support agents’ time is automatically created when activities are completed. Time entries can be created for other time spent on the case such as email communication or related untracked telephone conversations. If you have the TekStack Revenue package, time entry approval is automatically available.

See detailed analytics--why are we spending 40 hours on phone? How much time should we be spending on a case? You’ll see much more detailed analytics than in Customer Service Hub.

What you’ll see

In the Help Desk area of TekStack, the left navigation pane gives you access to important functionality under: My Work, Support and Customers.

My Work

• Dashboards

Under the My Work section of this area, you will see dashboards that show you My Daily Look and Activities. TekStack’s complete integration means you can see similar dashboards and activities across all areas.

• Activities

Activities shows work tasks that are due as a default. This set of list views is similar throughout the software.

Support

• Cases

Here you will see a list of active cases with many other relevant views available.

Open a Case record to see detailed related information including time entries.

• Knowledge Articles

This is the same list you will see of Knowledge Articles you will see in the Customer Service Hub.

Time Entry

• Time Entry Approval

Customers

Under Customers, you will see your integrated database of accounts and contacts. This appears in all areas of TekStack.

Learn more about the Customers section of the TekStack apps in Understand TekStack Navigation – Overview.