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Resolve customer issues with fewer handoffs.
Helpdesk Cloud is ready-to-use ticketing for every channel, with customer history, SLAs, surveys and knowledge attached. AI agents can classify, draft and summarize; your support team owns the answer and the exceptions.
One support system for every channel
Turn every customer request into a tracked ticket, wherever it starts.
Incoming emails
Emails become tickets automatically. CloudOffix parses the content and assigns it to the right team immediately.
Live chat
Help customers in real time and convert chat sessions into full tickets with a single click.
Website forms
Customizable support forms let customers describe their issues in a structured way.
Social media
Monitor brand mentions and direct messages, and convert relevant conversations into tickets.
Directly by agents
Agents log tickets during phone calls or walk-ins, so every interaction is tracked.
From new ticket to closed, without the busywork
No switching between tools. Agents focus on making customers happy.
Prioritize
Flag high-priority tickets by keywords, sender importance or service level so critical issues never get lost.
Categorize
Sort incoming requests into predefined buckets to manage specialized workloads efficiently.
Assign
Route tickets to the best agent or department based on expertise, availability and past performance.
Respond
Speed up replies with templates and automated acknowledgments, keeping the human touch where it matters.
Solve
Draw on knowledge bases and previous resolutions for accurate, consistent answers.
Close the loop
Finish with satisfaction surveys and detailed resolution summaries.
Service that keeps customers coming back
Collaborate inside the ticket
Work with teammates in the ticket chatter, personalized channels or direct messages, without switching apps. Assign, schedule and tag the right person for every request.
- Improved collaboration
- Seamless communication
- Clear accountability
SLA tracking
Create SLAs by category and urgency, including customer-specific agreements. Monitor compliance, remind agents automatically and escalate to managers when an SLA is at risk.
Surveys and NPS
Send a survey automatically after every closed ticket. One-question, emoji-based NPS surveys get answered fast, and customer ratings help you coach and develop agents.
Surveys
Reporting and analytics
No separate BI tool needed. Build custom reports by any detail, variable or date range, analyze agent KPIs and satisfaction, and monitor average time to close on live dashboards.
Resolve issues remotely, without leaving CloudOffix
Native TeamViewer integration gives agents remote access to fix issues on the spot.
Reuse session logs as canned responses or keep them for future reference.
From request to resolution, without the relay
Specialists confirm answers and handle exceptions; agents gather information and prepare the work.
- 01
Capture from any channel
Emails, live chat, web forms, social messages and agent-logged calls become tickets on the customer record. Where configured, a voice agent can take the first contact by phone.
CloudOffix appVoice agent - 02
Classify and route
An agent prioritizes and categorizes by keywords, sender importance and service level; routing rules assign the right team or person.
AI agentCloudOffix app - 03
Prepare the answer
Knowledge bases and previous resolutions are gathered, and a draft reply is prepared for review.
AI agent - 04
Resolve and decide exceptions
The specialist confirms the answer, collaborates in the ticket, uses remote access if needed and handles escalations when an SLA is at risk.
People - 05
Close the loop
A survey goes out after closure, and a resolution summary keeps the history ready for the next contact.
CloudOffix appAI agent
Help employees while they help your customers
Employees are a business's first customers. Helpdesk Cloud works hand in hand with HR Cloud, and you can adapt both with CloudOffix Agentic App Builder or our low-code team.
- Organized training for new agents
- Ongoing performance monitoring
- Promotions based on performance
- 360-degree appraisals
- Custom layouts, fields, views and filters
- Permission and visibility controls
Related pages
Try it on your own business.
Try Helpdesk Cloud free for 15 days, or book a demo and bring the request type that bounces between teams the most.