Customer service made efficient and secure
Upmind integrates customer support into all other parts of your business management. We try and make it extremely easy for support staff to get as much information, and to access functionality, as efficiently as possible.
Your service desk is not a silo. Service tickets are directly linked to products in a way that dramatically improves the user experience both for clients and staff.
Beautiful ticketing system
Much more than just a shared inbox. Track service desk tickets and their status. Categorise them by department or priority.
Match tickets to client profiles or even products; tickets owned by non-clients are assigned to leads and can be converted or merged into clients later.
Staff assignment
Assign tickets to specific staff members, and allow others to 'watch' the ticket in order to track replies. Perfect for situations where level 1 support may escalate a ticket.
Pipe-in Emails
Pipe in emails from external sources to set up automatic shared email inbox features.
Track leads
If a ticket comes in from a non-client, they are stored and categorised as a lead and can be merged into a client later
Private notes
Store private notes against support tickets to correspond between staff agents.
Deep client integration
Your service desk should not be a silo. Tickets can be linked to products too, so you can see at a glance all tickets that relate to a specific service.
Ticket delegates
Clients can add their colleagues to a ticket to start a group conversation.
Client ticket view
The client also gets a beautiful support ticket view, and the ability to view and browse previous interactions.
Attachment scanning
We scan attachments for viruses to ensure files are safe to be downloaded by staff.