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Product, Desk

A help desk that lives next to your team's work.

Customers write to you through a portal, a website widget or email. Your team works the requests from one queue, replies or leaves internal notes, and sees at a glance what is about to miss its target.

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The free plan is one seat and 3,000 credits a month, never charged.

The Desk queue in an example workspace: every open request with its requester, subject, state and priority.
Fig. 1 The Desk queue in an example workspace: every open request with its requester, subject, state and priority.

01The queue

Every request, sorted the way your team works.

Open Unassigned, Mine, Waiting on customer, Breached or due soon, or All open, and filter by request type. Take next hands you the next unassigned request, so nobody has to choose.

A request is created when a customer writes in, or by you with New request for someone who got in touch another way.

What nerix does here

  • Ask what is waiting on a customer, or which requests are about to breach, and get the list with links.
  • Ask about one request and what has happened on it.
All open requests, with a reference, the requester, the subject, the state and the priority of each.
Fig. 2 All open requests, with a reference, the requester, the subject, the state and the priority of each.

02One request

Reply to the customer, or talk to your team.

In a request, a Public reply goes to the person who asked and an Internal note stays with the team. Start a side conversation to ask a colleague without the requester seeing it. The state, priority, assignee, team and due date sit beside it, with a checklist and subtasks for the steps.

Response targets show as First reply and Solution, so a late one is marked. Solve closes it, and the requester is told.

What nerix does here

  • Answer questions about a request without you scrolling through it.
  • Ask who a request is assigned to and when it is due.
One request: its state and priority, the requester, side conversations and the place to reply.
Fig. 3 One request: its state and priority, the requester, side conversations and the place to reply.

03Macros

The answers you give every day, ready to use.

A macro is a saved reply, shared with the team, such as Appointment confirmed, Ask for more details or Fixed, closing. Pick one in a request and change it before you send.

Desk settings hold the macros, the request types and the places customers reach you.

What nerix does here

  • Ask the assistant in the chat for help with the words of a reply, then use it in the request.
  • Everything it writes is yours to check before you send it.
Macros in Desk settings, shared with the team, with how often each is used.
Fig. 4 Macros in Desk settings, shared with the team, with how often each is used.

04Ways in

A portal and a widget for customers, and email.

Switch the portal on and give it an address name, a title and a welcome text. Customers sign in to follow their requests, and you can allow only certain email domains. Add a help widget to your own website. Email works too, when it is set up for you.

A request from any of them lands in the same queue, with the same targets.

What nerix does here

  • Ask which requests came in today, whichever way they arrived.
  • It sees only what you may see: a space that switches AI help off stays out of it.
The portal settings: its address, title, welcome text, sign in and allowed email domains.
Fig. 5 The portal settings: its address, title, welcome text, sign in and allowed email domains.

05Questions

Questions

Is this a ticketing system?

Yes. Requests are tickets: they have a requester, a type, a state, a priority, an owner and response targets. They are also the same kind of item as your tasks, so the work and the support are in one place.

How do customers reach us?

Through a customer portal, a help widget on your website or email, when you set them up in Desk settings. You can also create a request yourself.

Can we keep notes that the customer cannot see?

Yes. An Internal note and a side conversation stay with the team. Only a Public reply reaches the requester.

Can we set how fast we must reply?

Response targets show a First reply and a Solution time on each request, and Breached or due soon lists the ones at risk.

Can we have different request types?

Yes. Request types are set in Desk settings, and each has its own list in the menu.

Can you add what our support team needs?

Yes. We build custom features, connectors and workflows for businesses. Tell us what you need on the Built for you page.

Need something this does not do? We build it into your workspace. Built for you

Keep reading

The rest of nerix, and the plans.

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