Restrict Tickets Access for Assigned Agents Only: Restrict the access to the tickets for assigned agents only. The other agents cannot visit or access the ticket.

Auto-Tagging And Assigning: Using Triggers, you can use tags to automatically assign tickets to the agents.

Auto Suggestion System: This feature allows Agents to select blog articles from the auto-suggested list while replying to tickets. And for Customers, it is shown while raising a ticket. The auto-suggestion feature works on title, content, and tags of the articles.

Ticket Custom Views: Based on certain conditions, you can create custom ticket views based on agents, ticket tags, ticket status, and so on.

Triggers & Automation: Using Triggers, you can automate certain responses in WSDesk.

Canned Responses: If there are several tickets that require a similar reply, you can create a custom template of your own. This will save your time and reduces the effort to type the same message for several tickets.

Bulk Edit & Merge Tickets: Bulk edit/update ticket assignee, ticket labels, ticket tags, the subject of the ticket and reply the tickets in bulk. This process will merge tickets automatically.

Agents Management: Configure and manage agent roles, their user rights and associated Ticket Tags of each agent.

Agent Notifications: Like real-time email alerts, the agents can receive notifications whenever a customer creates a ticket. Not only customer’s action, but a Support Agent’s response to the ticket or even a change in ticket status can trigger the emails.

Automated Emails: Send acknowledgment emails whenever a ticket is submitted and replied.

Agent’s Satisfaction Rating: Using Triggers, a satisfaction email can be sent to the customers to request feedback on your customer service. This will also help to analyze each agent’s performance.

WSDesk Backup & Restore: Backup and restore the WSDesk settings and tickets data within a specific date range, in simple steps.

Change Requester Email: Change/update the ticket raiser’s email address.

Unlimited Agents: Create unlimited agent accounts in WSDesk.