Resolve tickets with more accuracy.
Agents can route technical questions to the IT professional or an in-house expert for an accurate response.
Good customer service
the new marketing
Help desk can be easily duplicated, but at Basedesk we promote strong
customer service culture which can’t be copied.
The companies you trust, use Basedesk.
80% of tradeshow leads are never followed up. Dissatisfied customers communicate with 7-10 people while a satisfied customer will recommend a company to 3-4 of their friends.
Stay on top of your customers
According to Aspect, 68% of customers patronize companies that offer good customer service. One of the easiest ways to execute quality customer support is through a reliable help desk solution. Classify your inbound tickets into predefined categories like products, sales, support, etc., and see your omnichannel requests flow into the right ticket categories of your support ticket system.
Revolve your world around the customer and more customers will revolve around you.
Better understand your customers
Make data-driven decisions using insights you can gather from your help desk modular, real-time reports. Monitor Ticket Inflow, observe trends & optimize support strategy. Identify peak hours and tweak agent availability.
Reports By Category
The help desk system allows you to categorize tickets based on the nature of the request. This feature helps you to track the performance of your support team and identify areas that need improvement. It also helps you to identify the most common issues faced by your customers and take necessary steps to resolve them.
Inbox built for efficiency
Every business must focus on delivering quick and accurate answers to customer questions. But, this seems impossible without this incredible tool. According to a recent survey, 68% of customers agreed that the key to their positive service experiences was a pleasant support agent. Also, 62% of customers agreed that a representative’s knowledge or resourcefulness was key.
Address Service Level Agreements.
Managers can assign rules to route different SLAs to their respective workflows; thereby, each SLA type, from basic to premium, gets the appropriate customer service.
Resolve tickets faster.
It’s one of the main advantages of help desk software. Agents resolve tickets faster and more accurately through collaboration with other agents, routing to in-house experts, or quickly accessing product specs.
Resolve tickets consistently.
FAQs and unique issues are recorded and best practices are logged as a reference for future incidents. Next time a similar query is received, an agent will know exactly how to respond.
How it Works
Follow a customer request from the first message to a resolution, and see how Basedesk turns customer service into something your whole organization owns.
- Step 01
A customer reaches out
Whether they email your team, start a live chat on your website or message you on WhatsApp, the conversation lands in Basedesk as a ticket. One inbox, no matter the channel.
EmailLive chatWhatsApp - Step 02
It reaches the right people
Tickets are sorted by team and category and assigned to an agent, so nothing sits unanswered. Repeat requests are flagged as duplicates before they create extra work.
TeamsCategoriesAssignment - Step 03
Your whole organization helps
Great service isn't one department's job. Agents bring in collaborators from anywhere in the business, keep the full history in one thread, and reply with one consistent voice.
CollaboratorsStatusesAI rewrite - Step 04
You learn from every ticket
Reports show what customers ask about, when they reach out and how quickly you resolve it. Spot peak hours, fix recurring issues at the source and keep raising the bar.
ReportsTrendsScheduled reports
Frequently Asked Questions
Everything you need to know about Basedesk. Can’t find what you’re looking for? Talk to us.
What is Basedesk?
Basedesk is a help desk for customer service teams. It brings your email, live chat and WhatsApp conversations into one shared inbox as tickets, so your whole organization can work on them together and nothing slips through the cracks.
Which channels can my customers reach us on?
Customers can email your team, message you through the live chat widget on your website, or reach you on WhatsApp. Every conversation lands in Basedesk as a ticket.
Can we send and receive email from our own domain?
Yes. Every organization starts with an address on mails.basedesk.co.za so you can get going straight away. When you want your own branding, add your domain, copy the DNS records we give you into your DNS provider, and give each team its own inbound and outbound addresses.
Can I control what each agent can see and do?
Yes. Roles and permissions let you decide who can read or change tickets, contacts, reports and settings, and scope access to their own tickets, tickets they collaborate on, their team, a company, or everything.
Can I tailor Basedesk to how my team works?
Yes. Define your own ticket categories, statuses and custom fields, set your organization's timezone, choose how tickets are displayed, and turn on duplicate detection so repeat requests don't create extra work.
What reporting is included?
Real-time reports cover ticket inflow, resolutions, categories and custom fields, with trends you can filter by date. Automated reports can also be sent to your team on a schedule.
Does Basedesk integrate with our other tools?
Yes. Create API keys to create, update and resolve tickets from your own systems, and set up webhooks to be notified whenever a ticket is created, updated or resolved.
Does Basedesk use AI?
Basie, the built-in AI assistant, can answer questions about your reports, and AI rewrite options help agents polish a message before they send it.
How do I get started?
Book a call with us and we'll walk you through Basedesk, talk through your team's needs, and help you get your workspace set up.