To save time for professional helpdesk users, in this article, we have collected useful links to the features of Deskie. Check out the ones that interest you the most.

Data import into Deskie:

• Migrating from Zendesk and Freshdesk (cases, notes, customer data, agents, and knowledge base)

• Importing old emails from the mailbox

• Loading users from a CSV file

• Importing customers via API

Integrations with third-party services:

• CRM systems: Kommo, PipeDrive

• Mailing services: MailChimp, Selzy, SendPulse, Campaign Monitor, GetResponse

• Project management system for developers: Jira Cloud

• Cloud storage: Dropbox, Google Drive, OneDrive

• Subscription business analytics service: ChartMogul

• Sending notifications to Slack, Mattermost, Discord and Telegram

• Adding third-party data to a custom block in Deskie

• API

Connecting channels:

• Email: all incoming emails are converted into cases
  (10 minutes to connect)
  

• Facebook: posts, comments, and direct messages to your page
  (1 minute to connect)

• Telegram: messages to the bot
  (10 minutes to connect)
  

• Skype: messages to the bot
  (10 minutes to connect)
  

• Viber: messages to the public account
  (10 minutes to connect)
  

• Slack: messages to the bot
  (10 minutes to connect)
  

• WhatsApp: Integrations with WhatsApp providers
  (10 minutes to connect)
  

• Line messenger: messages sent to the channel
  (10 minutes to connect)

• Zalo: messages sent to Zalo account
  (10 minutes to connect)

• Mattermost: messages to the bot
  (10 minutes to connect)

• Live Chat: Integration with Chatra or Chaport
  (15 minutes to connect)
  

• Calls: integration with virtual PBXs (Asterisk)
  (15 minutes to connect)
  

• Reviews from the App Store and Google Play: integration with AppFollow
  (10 minutes to connect)
  

• Ideas: section in the "Help center"
  (1 minute to connect)
  

• Widgets: buttons with feedback channels and/or knowledge base for your website
  (10 minutes to connect)
  

• Custom channels: connect your channels to communicate with the customers
  (30 minutes of developer work)
  

• API: connect your feedback forms to Deskie
  (30 minutes of developer work)

Adding agents:

• In the Deskie interface (flexible access levels and additional rights)

• Creating agents using API

Workflow optimization:

• Creating groups

• Filters in the all cases list

• Setting up automation rules

• Creating macros

• Business schedules

• SLA (service level agreement)

• Webhooks

Dealing with cases:

• Quoting

• Notes

• Mentioning colleagues

• Favorite messages and notes

• Changelog history

• Merging cases

• Attaching files

• Additional data fields

• Automatic case reopening

• Agent teamwork

• Even case distribution among agents

Reports:

• Activity feed

• Agent statuses

• Overall workload

• Peak load

• Case channels

• Time metrics

• SLA compliance

• Satisfaction ratings

• Leaderboard

• Exporting cases as CSV files

• Business schedules in reports

Help Center:

• Help center customization

• Knowledge base

• Remote Authentication (Single Sign-On)

• Restricted access to the knowledge base

Conclusion

This article is not a complete list of Deskie features. We still have something to surprise and please you with :)

If you have any questions or suggestions, please contact us in any convenient way.

We are constantly developing the service to make it comfortable and easy for you to work with it.

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