Everything Tiqvero does
A helpdesk is more than an inbox. Here is what is in it, by topic.
Tickets and email
The daily work: reading, answering, finding out.
Customer email becomes a ticket
Mail to your support address arrives as a ticket, or as a reply to an existing one.
Replies as ordinary email
Your reply goes to the customer as ordinary email, and what they write back lands in the same ticket.
Internal notes
Write for your team without the customer seeing it, with @name to get a colleague to look.
Macros
A series of actions in one click: reply, status, priority and tags, with the customer’s name already in.
Merge and link
Merge duplicate tickets, and link an outage to every report that belongs to it.
Side conversations
Email someone outside the conversation, such as a supplier, without losing sight of the ticket.
Your own fields and forms
Record what you need, with fields that only appear when they are relevant.
Search and views
Search by words or with a search language, save views for yourself or the team and export to CSV.
Bulk actions
Change many tickets at once, merge them or apply a macro, each with that customer’s details.
Files with tickets
Attach files to a ticket or a reply. Files that customers email are kept with their message, and files you attach go with your email.
Rules and promises
Let the helpdesk do the routine work and watch your promises.
Triggers
When a ticket is created or changed, the helpdesk carries out the actions you thought of.
Automations
Rules on time: a reminder after three days, or hand a ticket to someone else when nothing happens for too long.
Working hours and holidays
Response times only count during the hours your team is there.
Promises with target times
First reply, next reply, periodic update and resolution, per priority. You see what is late.
Smart sharing out
New tickets go in turn, to whoever has the least to do or to whoever has the right skill, for example the customer’s language.
Webhooks
Tell another system what is happening, signed, and tried again if it goes wrong.
Ready-made promises
Start from four ready-made policies, such as around the clock or office hours, and adjust the targets.
For your customers
Customers help themselves and know where they stand.
Customer portal
Customers follow their questions, reply and rate the answer. They choose their own password, with a link by email.
Contact form
A form for your own website, protected against spam, that never mails strangers on its own.
Help center
Categories, sections and articles in several languages, with versions, search and voting.
What customers did not find
See what was searched for without a result, so you know which article is still missing.
Satisfaction questions
A short question about how it went afterwards, with the figures in your reports.
A help button for your website
One line of script adds a button to your own site: visitors search your help center or write to you in a panel. It only appears on the sites you list.
Your logo and colour
The help center, the sign-in page and the customer portal wear your logo and colour. The colour is adjusted where needed so that text stays readable, also in dark mode.
Move your help center from Zendesk
Import the articles, categories, sections and pictures of a Zendesk help center, and run it again to update what came across.
Your webshop
Know what the customer ordered before you answer.
WooCommerce, Shopify and Magento
Connect your shop with a read-only key from your shop. The helpdesk asks for orders when you look; nothing is copied.
Orders on the ticket
For the person who wrote in: number, date, how it stands, the total, what was in it and, where the shop has it, the tracking number.
An order in your reply
One click writes the order into your reply.
Careful with customers’ data
Only orders under the customer’s own email address are shown, only for roles that may see them, and a shop that does not answer is named instead of hidden.
Insight
Know how it is going without counting yourself.
Reports
Number of tickets, what is waiting, response time, resolution time, satisfaction and missed promises, per period.
Per group, person, channel and priority
Filter on what you want to know and compare colleagues, channels and kinds of questions.
CSV and email
Download any table as CSV, or have a report emailed to you and your colleagues at set times.
Exports for your own systems
Fetch tickets, people and events again and again, to analyse them elsewhere.
Working together
A team that does not get in each other’s way.
Mentions and notifications
Name a colleague with @name, even if they could not see the ticket yet. A notification and an email follow.
Tabs and drafts
Open tickets stay as tabs and a half-written reply is not lost when you click away.
Shortcuts
Ctrl+K finds tickets, people and pages. Short keys take you where you need to be.
Who is who
Pages for customers and organisations with their tickets, notes and own fields.
Related articles and tickets
On a ticket you see articles that already answer it and tickets that look like it.
Security and administration
You decide who may do what, and can always read back what changed.
Two-step sign-in
A code from an authenticator app at sign-in, with recovery codes for when the phone is lost.
Roles and permissions
Roles of your own with fine-grained permissions, and deciding which tickets someone may see.
Log
Changes to the settings, by whom and when, in a log you cannot edit from inside the helpdesk.
Backup and restore
A complete copy in one file that you download yourself, and restore if you need to.
People, groups and organisations
Manage your team, your groups and your customers’ organisations in one place.
Ready-made colleagues
Save a colleague’s setup (role, groups, skills, language, time zone) as a template and start new colleagues from it.
Integrations
Talk to the rest of your systems.
REST API
Create and change tickets, people and rules from your own software.
Webhooks
A message to your system for every event you choose, signed and tried again if needed.
API tokens and OAuth
Give an integration only the permissions it needs, and take them away again with one click.
AI help, if you want it
Off until you switch it on, and always a suggestion.
Summary and reply draft
A long ticket in a few lines, and a first draft of the reply in the customer’s language.
Translate
Read what a customer wrote in your own language before you answer.
Suggest sorting
A proposal for priority, type, tags and language. You take it or leave it.
Translate the whole conversation
Read everything the customer wrote in your own language with one click, and translate your reply into theirs before you send it.
You can see what is sent
Settings lists exactly what goes to the model and what never does. It runs on Cloudflare, which does not promise a country: if customer text must stay in the EU, leave AI off.
Careful with data
Internal notes are not sent along with a reply draft, and the accompanying data holds no personal information.
Curious whether it fits your team?
Send a message. We show you how Tiqvero works and look together at what you need.