Help Desk & Ticketing

Log, track and prioritize all issues in one place

Keep your promise to your customers

Provide faster and better support for your customers with an all-in-one help desk ticketing system. Resolve problems of any complexity by bringing front, middle, and back offices together.

%

61% have switched brands due to poor customer service with nearly half having done so in the past 12 months

“State of Global Customer Service Report” – Microsoft

Prioritize all customer issues

Record, organize, and track all your customers’ issues in one workspace that’s accessible to your entire team. Even if the case moves between departments, your entire team has the tools to ensure your customer’s problems are solved from end to end.

Boost productivity with automation

Automate repetitive tasks and optimize your response time. Help your employees do the most by leveraging data from across the organization, and other systems, to identify their best qualities.

Tame the email monster

Funnel and convert emails to tickets automatically, along with any replies or attachments, so you can focus on the customer and not your inbox. 

Turbocharge your contact center

Show agents a 360 view of the customer with full context, analytics, and AI-assisted recommendations to resolve issues quickly and effectively. 

The right tools to keep your customers happy

Collaborate to help faster

Work together on resolving the more complex cases by adding collaborators and starting discussions.

Share the knowledge

Provide consistent service an internal knowledge base, a support agent-only base, or a customer facing one.

Measure and improve processes

Measure key metrics to understand how quickly and effectively tickets are getting resolved.

Keep customers in the loop

Share constant updates with your customers with automated notifications and email templates.

Scale globally

Scale your solution across multiple languages, time zones, and employee and customer preferences.

Automate assignment and escalation

Assign tickets to employees or teams based with business rules. Prevent SLA breach with auto-escalation.

See how AppBase helps you keep your promise to your customers

By Use Case

Case Management & BPM

Orchestrate truly consistent and accurate resolutions with cases that adapt to diverse and unpredictable situations.

Customer360

Capture all data, journeys, processes, and events about your customer and use them to drive positive outcomes with exceptional customer experience.

Data Management

Create true-to-life data models with tables, parent-child relationships, many-to-many linking and drill down views.

Capabilities

Help Desk & Email Ticketing

Run your contact center with software that makes great customer experience easy.

Knowledge Management

Increase self-service and agent productivity with a single source of truth

Omnichannel with Genesys

Provide personalized solutions to complex issues, even if the journey goes beyond the contact center

Overview

AppBase for Customer Service

Engage, automate, and resolve customer issues better

AppBase for Low-Code Apps

Quickly build enterprise-grade apps just how you need them

Industries

Energy & Utilities

Financial Services

Public Sector

Insurance

Telecom & Media

Retail

Featured Partner

See how Genesys and Eccentex provide personalized solutions to complex issues, even if the journey goes beyond the contact center

Case Study - Customer Service

A large consumer loan company reduced their call center by 210 FTEs and saved over $3 million.

Case Study - Case Management

See how FairWay Resolution used AppBase to deliver digital transformation during a pandemic.

Cloud & Delivery

Professional Services

AppBase Cloud

Training

Gov. Purchasing

Eccentex Marketplace

Support

Documentation

Support Portal

Company

About Eccentex

Careers

Contact Us

Featured Partner

See how Genesys and Eccentex provide personalized solutions to complex issues, even if the journey goes beyond the contact center