Help desk is a call center user management and scheduling application that assures customers get the immediate support they expect, even when those calls come in after hours.
When servicing your support line, Help Desk takes incoming messages and delivers them to back-up staff as both an email and SMS text with a link for message playback. The application also includes the option to deliver the message as an outcall to assigned phone lines should the original alerts go unacknowledged.
Using the simple, flexible Help Desk web interface, administrators can assign on-call agents, contact method of choice, and order/timing of escalation between primary and backup agents. The application can also create a live conference connection between the caller and on-call support agents depending on the nature of the call.