Customer service work order SaaS (Helpdesk Cloud)
For brands, online retailers and service businesses that handle pre-sales and after-sales inquiries across many channels and manage service quality with work orders and SLAs. The demo shows a multichannel conversation inbox, work order routing with SLA countdowns, a knowledge base, rule-based auto-assignment and agent performance reports. In mobile browsers, the reply area, knowledge base and assignment rule pages wrap to fit the screen.
Features
Design and technical highlights
- Three-column conversation workspace
Conversations from the website, WeChat Official Account, Mini Program and app arrive in one inbox, with wait time and queue status. Agents can use canned replies, get knowledge base articles suggested by keyword, transfer or close conversations, and turn a conversation into a ticket in one click.
- Live SLA countdowns
First response and resolution targets are set by priority. Countdowns in the list and details update every second and pause while waiting for the customer. Tickets about to breach or already breached have their own views.
- Configurable auto-assignment
Rules are shown and created as "when… then…" statements: route VIPs to dedicated agents, escalate on complaint keywords, assign skill groups by category. New tickets actually run the rules and pick an agent by workload.
- Performance reports for managers
Stacked channel trends, a day × hour inquiry heatmap, ticket volume and resolution time by category, and agent rankings (first response, resolution time, SLA attainment, satisfaction) are all calculated from the same ticket data.
Screenshots
Mobile layout
How the same pages look on a 390 × 844 phone screen, swipe left or right to view.
Tell us about your business. Based on this demo, we will suggest a solution and give you a quote range.