Pulsedesk

03/11/2023

We continue to improve the system, here's what has changed recently 🙂

✅ SLA Settings

SLA policies are an effective tool that helps control employees’ timely response to clients and meeting deadlines. Previously, in Pulsedesk, SLA could only be set up for tickets, but now it can also be done for chats as well.

We’ve also added a simplified version of the settings. For example, there you can set a time limit for the first response, say, 15 minutes. If an operator fails to meet it, the SLA will be breached.

Advanced settings are also available, where more events and parameters can be precisely configured. Feel free to use it 🤓

✅ Personal Telegram Number

To process requests from the messenger in Pulsedesk, you can either set up a Telegram bot or connect your personal number via the Chatapp.online service.

The second option is paid, but it may be more convenient for those employees who communicate with customers through their own account. All messages from Telegram will be displayed in the ‘Chats’ section of Pulsedesk.

11/10/2023

Let's talk about some October updates 🍂

✅ Ratings in Dialogues

You can now configure your helpdesk to automatically request feedback from users when closing tickets and dialogues. Ratings will help quickly understand how satisfied customers are with the quality of service and what exactly they would like to change. Users can also leave detailed comments after rating.

✅ Analytics for Ratings

A new 'Happiness Indicator' tab has been added to the interactive dashboard. It shows the number of ‘Great’ ratings minus the number of ‘Not good’ ratings. Additionally, we have introduced a table-based ratings report that can be easily exported to Excel, just like other reports.

✅ Telegram Integration

The Telegram messenger configuration page has been updated in Pulsedesk. It now allows you to connect multiple Telegram bots instead of just one.

And don't forget to follow us on Medium 😎

Read writing from Pulsedesk on Medium. A helpdesk system with ChatGPT-powered chatbot. Every day, Pulsedesk and thousands of other voices read, write, and share important stories on Medium.

28/09/2023

Pulsedesk is on Product Hunt ⚡️😎

We’ve finally launched on Product Hunt with a new AI chatbot! We are incredibly excited about this event and would really appreciate your support.

Pulsedesk ChatGPT-powered chatbot provides instant responses based on pre-prepared text. It allows you to communicate with customers without the need for operators.

You can support us through the following link → https://www.producthunt.com/posts/pulsedesk

Comments and upvotes are highly encouraged 😉

Feel free to reach us out if you have any questions.

27/09/2023

Launch operator-free support with ChatGPT bot

Pulsedesk has introduced a chatbot based on ChatGPT! The bot can communicate with customers instead of operators. It is available 24/7 without weekends or vacations 🤓

💡 The chatbot is connected to three channels: web widget, WhatsApp, and Telegram. You can connect all of them at once or choose only the necessary ones.
To activate the bot, you need to configure it, and then train it. No worries: it is very easy to do 😉

❗️ Add to the helpdesk a company description and answers to frequently asked questions. You can write your own or use templates that we have prepared for you.

That's it! The bot quickly processes the data and starts providing highly accurate answers. However, if it doesn't understand a query or if a customer wants to speak with a live person, the conversation will be instantly transferred to an operator.

The entire chat history is saved in the system, allowing employees to quickly understand the context of the conversation.

An instruction on setting up the chatbot is published in the knowledge base → https://support.portal.pulsedesk.com/knowledge/instruction/111503

05/09/2023

Let’s talk about small but important updates in August! 🙂

📌 New way to log in

You can now log in directly from the Pulsedesk website, the button is located above the registration button. If you used to keep login information handy (link, username, and password), now it’s enough to visit the page https://pulsedesk.com/login 😎

📌 Updated page with general settings

In the ‘General Settings’ section, we added a block for setting up the working conditions with tickets, where you can change the logic of ticket read status. If you check the box in the ‘Mark the ticket as read after at least one employee has viewed it’ option, the ticket will appear as read for all employees of the company after it has been opened once.

📌 Avatars

We continue to work on improving the interface and have added avatars. They are displayed next to the name of the message author in the ticket, whether it's a client, operator, or system.

29/08/2023

Companies strive to automate as many processes as possible in the work of their support teams, and artificial intelligence is becoming an invaluable assistant. We've studied the latest trends related to the use of AI in customer service. In short:

🔍 Businesses are increasingly investing in AI for customer service, opening up significant opportunities.
🔍 The role of people in customer service is changing, but it does not become less important.
🔍 Efficiency is becoming more significant than ever, and AI is a key factor.
🔍 AI and automation improve the customer experience and provide a competitive advantage to businesses.
🔍 There is an 'AI readiness gap': managers perceive new technologies with more enthusiasm than regular employees.

Read more in our new article 👇

https://pulsedesk.com/tpost/ehk8jzvdz1-will-ai-replace-your-support-team

17/08/2023

Ciao or Dobrý deň — which one will you choose? 😎

As promised, we’re back with news about new languages. In addition to Portuguese, the Pulsedesk interface can now be switched to Italian and Slovak.

But we're not stopping here! Soon, we'll be adding Spanish and Dutch languages too. So, stay tuned 😊

https://pulsedesk.com/

28/07/2023

Updated Knowledge Base in Pulsedesk 📚

This week, there was a significant update in Pulsedesk. We completely rewrote the knowledge base and changed how it's displayed for customers. We fixed existing issues and added many new features.

Here is exactly what we did 🤓

📌 Merged two sections (structure and articles settings) into one. Now, you can create sections, categories and articles in the same window.
📌 Removed the requirement to locate articles only on the third level of category hierarchy. Now, articles can be added at any level, but only if that level contains articles exclusively.
📌 Implemented a new convenient text editor for articles with plenty of tools.
📌 It is now possible to define the sequence of articles and subcategories within a category.
📌 Changed the way articles are displayed on the portal.
📌 Articles now have three visibility types: ‘public’ (accessible to all users), ‘for employees’ (only users with the ‘employee’ role), and ‘for the company’ (users assigned to a specific company). You can create knowledge bases for both ‘internal’ and ‘external’ use.

21/07/2023

Pulsedesk is now available in Portuguese 🌏

Olá! Agora falamos Português 💃

Exciting news! Pulsedesk is actively expanding into international markets and becoming more multilingual. The system interface is now available in Portuguese (Brazil).

And that's not all. Slovak and Italian languages are next in line. They will be available soon, stay tuned for updates 😉

12/07/2023

Exciting Updates to the Client Portal and Mobile App in Pulsedesk

We launched two more important updates!

✅ Groups on the client portal

On the portal, you can now create client groups and give employees from the same company access to all tickets created by colleagues 🧑‍💻

There are two permissions in the system — ‘View employee tickets on the portal’ and ‘Edit employee tickets on the portal’. The user needs to create a new group, add these permissions to it, and assign it to the relevant clients.

The company is specified either by the client themselves in their profile or by the administrator. In their profile, the client can also edit their name and surname, change their email and phone number, choose their company, and indicate their position.

✅ Updated Android App

We've just launched a new version of the Pulsedesk Android app, and it has exciting features for you to enjoy:

📌 Create new tickets on-the-go. Say goodbye to delays — you can now generate tickets right within the app.

📌 We've added fields in the ticket card that allow you to set priorities and include additional recipients.

📌 The priority of the tickets is now visible in the list.

📌 Optimized the process of adding files.

✅ + one more update

That's not all — there's another surprise waiting for you! We've made a small yet impactful change to the web version of Pulsedesk ✨ Now, you can edit a topic of your ticket, this will make it easier to navigate the list and quickly find the exact information you need.

07/07/2023

SLA Reports in Pulsedesk 📈

We have added a new chart to the dashboard. Additionally, we have introduced a separate report called ‘SLA Report’. This report helps track how operators comply with Service Level Agreement (SLA) requirements 🤓

On the dashboard, users select the desired period and see two indicators. The first one, ‘Completed’, shows the percentage of tickets that were closed on time. This means that these tickets have successfully met the SLA requirements set when configuring the SLA counters. The second indicator, ‘Overdue’, shows the percentage of tickets that agents failed to close on time.

The SLA report, located in the corresponding settings section, is displayed as a detailed table with data. It contains details on each agent’s performance for each SLA indicator ☝️

28/06/2023

Visit the EMERGE Conference in Istanbul in October 💥

After the great event in Dubai, EMERGE is coming to Istanbul! Pulsedesk is the EMERGE partner and has a super advantageous offer for all participants. Attend this awesome event and start enhance your customer service with automation tools 🙂

Save these dates — 2-3 October 2023 — to your calendar so you don't miss out on all the hottest stuff!

More than 3000 attendees are expected in Istanbul. The new speakers, investors, venue, and much more are already on the website → https://emergeconf.io/

Ticket sales have just opened with the best price and also the 2-for-1 tickets sale. Get your ticket before 30 June inclusive → https://emergeconf.io/turkiye-2-for-1

Let’s EMERGE in Istanbul 😎