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Examples

Real service examples

Several notable help desk solutions facilitate effective customer support and service management:

  • Zendesk Support Suite: A popular tool that integrates multiple support channels including email, chat, social, and phone into a single platform, offering extensive customization and automation options.

  • Freshdesk: Known for its intuitive user interface and robust ticket management system. It also provides automation, collaboration tools, and omnichannel support to simplify the support process.

  • ServiceNow: Focuses on IT services management (ITSM) but extends its capabilities to customer service management. It offers a comprehensive platform for enterprises to manage internal and customer-facing services.

  • Jira Service Desk: Designed for IT and service teams, this solution excels in incident management, problem resolution, and process automation, integrating smoothly with other Atlassian products.

Each of these platforms offers unique features to meet different organizational needs, ranging from small businesses to large enterprises.

JFW initially implements only the essential features required for a basic Help Desk setup. As your business expands, it's advisable to consider integrating external solutions for more comprehensive control and scalability.

JFW leverages Zendesk for external ticket management. End-devs can create custom actions triggered by Help Desk events.

In JFW, we have predefined feedback categories that are stored in the Helpdesk Table:

Report a Problem With My Account

  • I would like to request an extension to the trial period on the system.

  • I am unable to update my personal information.

  • I would like to request the cancellation of my account.

Report a Problem With My Device

  • I would like to request an increase in the number of devices allowed to access.

  • My device is unable to access the application.

  • I am unable to remove my device from the list.

Report a Problem With Payment

  • I am unable to make payments for the packages in my account.

  • I have paid for the package but it is not applied to my account.

  • My license is not working.

  • My license has expired.

  • I have not received my invoice.

  • I have paid for the package but it is not applied to my account.

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