Features
Discover all the premium features of Requestor, available to all customers within a comprehensive customer care or internal helpdesk software. All features are clearly outlined in one place.
Feature overview
Custom ticket types
Create custom ticket types for better oversight and organization of customer inquiries. Simplify the assignment process and increase efficiency in resolving various tickets.
Sources of tickets
Sources of tickets provide an overview of the channels through which users communicate. This context allows for a quicker understanding of the situation and more efficient ticket resolution.
Custom workflow
Create custom workflows with unique statuses and scenarios, tailored precisely to the specific needs of your company.
Services for tickets
Services are designed for managing and organizing tickets within the company. They ensure that each ticket is properly recorded, assigned to the appropriate resolution team, and resolved as efficiently as possible.
Categories
Categories are designed to organize tickets, improving clarity and making it easier to identify and navigate different types of inquiries.
Forms
Forms allow you to collect any data from users, which automatically becomes part of the ticket, simplifying the gathering of relevant information and speeding up the efficient resolution of tickets.
Linking between tickets
This feature allows you to create links between tickets, making it easier to track related requests and ensuring their coordinated and efficient resolution.
Parent and child tickets
Create multiple child tickets (sub-tickets) under a main ticket (parent ticket) and monitor their status directly from the parent ticket for better oversight and management.
Ticket splitting
Ticket splitting allows you to divide one ticket into multiple tickets if it involves different topics. Each new ticket can be addressed separately, ensuring better oversight and more efficient management.
Ticket merging
Ticket merging allows you to combine multiple tickets related to the same topic into one, simplifying their management and ensuring more efficient resolution.
Ticket cloning
Ticket cloning allows you to create a copy of an existing ticket, which is useful for recurring scenarios or preserving the original information.
SLA
SLA allows you to set agreed-upon time limits for ticket resolution. It ensures that inquiries are handled promptly according to their priority, increasing customer satisfaction and improving team performance.
Work calendars
A work calendar allows you to set working hours during which the time limits for ticket resolution are calculated. This ensures accurate adherence to SLAs without including weekends or non-working hours.
Ticket templates
Ticket templates allow for the quick creation of pre-filled tickets and emails, ideal for complex workflows such as employee onboarding or claims processes, significantly speeding up the entire process.
Ticket views
Ticket views allow agents to easily filter and sort tickets based on various criteria, enhancing clarity, improving management efficiency, and speeding up their workflow.
Internal portal
The internal portal for customers or employees serves as a clear and visually appealing gateway, simplifying ticket submission, improving the user experience, and streamlining the entire ticket creation process.
Custom priorities
Custom priorities allow you to define your own levels of ticket urgency, fully tailored to the needs of resolution teams and customers.
Tags
Tags for tickets significantly simplify their management and organization, allowing for quick sorting, better oversight, and easy searching based on various criteria.
Invitations and tracking
Invitations allow you to add additional agents to a ticket for more efficient collaboration on its resolution. Invited users can track the progress, contribute to the discussion, and actively participate in resolving the ticket.
Ticket timeline
The timeline displays the history of all previous tickets from a specific customer. It provides a quick overview of past interactions, making it easier to handle current tickets and ensuring better context for effective customer support.
Canned responses
Canned responses allow for instant replies to tickets using pre-created templates. This streamlines communication and saves time when handling frequently recurring inquiries.
Ticket mention
A mention allows you to notify specific agents within a ticket by using the @ symbol followed by their name. This ensures effective collaboration by alerting relevant users to important information within the ticket.
Collision detection
Collision detection prevents multiple agents from working on the same ticket simultaneously. The system notifies you if someone else is already handling the ticket and prevents you from responding to a ticket that another agent is currently working on
Time tracking
Time tracking allows for the precise recording of time spent on resolving individual tickets. It provides a detailed overview of the time dedicated to specific tickets or customers, facilitating billing and performance evaluation.
New ticket form
The appearance of the new ticket form can be customized to meet the company’s needs. It allows you to modify, add, or remove fields to gather key data. In addition to standard fields, custom fields and forms can also be created.
Ticket activities
Ticket activities provide an overview of all actions taken on a specific ticket. They allow tracking of who performed certain steps and when, ensuring better transparency and control over the resolution process.
Read / Unread tickets
Read / Unread tickets allow agents to quickly identify new or unopened tickets. Unread tickets are marked, and once opened, they automatically change to read, simplifying ticket management.
Ticket comments
Ticket comments allow agents to add either internal or public comments. Internal comments are visible only to agents, while public comments are shared with the customer.
Internal conversation
Internal conversation within a ticket allows communication with external agents and consultants without notifying the customer. This enables efficient problem resolution, with the customer being informed only when necessary.
Creating a ticket on behalf of a user
Creating a new ticket on behalf of a user allows agents to submit tickets in the customer’s name. This is useful when the user is unable to submit the request themselves or communicates it via phone or in person.
Ticket communication
Ticket communication provides an overview of all messages between the agent and the customer in a chronological timeline. It allows easy access to the entire communication history, simplifying and facilitating the resolution of the ticket.
Notes
Ticket notes allow agents to add personal notes that are visible only to them. This feature is used to record key information or reminders, making it easier to manage individual work on the ticket.
Resolution description
The resolution of a ticket allows agents to add a note with a detailed description of how the customer’s request was resolved. This internal note contains key steps, recommendations, or important information for future reference.
Search
Searching within tickets allows you to quickly search the content of tickets by keywords, ID, customer names, and other parameters. This simplifies finding specific tickets and enhances work efficiency.
Attachments
Attachments allow you to add one or more files at once via drag-and-drop or directly from your disk. They also support integration with cloud storage, making it easier to share and manage documents within tickets.
WYSIWYG editor
The WYSIWYG editor allows for easy formatting and styling of content in ticket comments. It includes features such as bold text, italics, numbered lists, images, tables, links, and more.
Ticket export
Ticket export allows you to convert tickets into PDF, CSV, or XLS formats. This simplifies reporting, archiving, and data analysis outside the system for internal purposes or external needs.
Ticket reminder
Ticket reminders allow agents to set alerts for specific tickets to reprocess or follow up on them in a timely manner. This feature ensures oversight of tickets that require attention within a certain time frame.
Ticket archiving
Ticket archiving allows closed tickets to be moved to an archive, freeing up space for current tickets. Archived tickets remain accessible without cluttering the active workspace, improving organization and clarity.
Ticket rating
Ticket rating allows customers to rate their satisfaction with the resolution after a ticket is closed. This feedback helps measure agent performance and support quality, contributing to service improvement and higher customer satisfaction.
Time zones
Time zones automatically adjust time data according to the customer’s and agent’s respective zones. This facilitates coordination and ensures proper synchronization of all times across different zones.
Bulk actions
Bulk actions simplify and streamline working with a large number of tickets. Agents can perform the same operations on multiple tickets simultaneously, saving time and increasing productivity.
Calendar
The user can automatically create an event in the internal calendar directly from a ticket, such as scheduling a resolution date. The created event is displayed in the calendar and is directly linked to the ticket.
Email to ticket
The automatic conversion of emails into tickets ensures efficient management of requests, which can be easily tracked and monitored. Responses are grouped into a single conversation, so all communication regarding a specific ticket is neatly stored in one place.
New email
New email allows agents to send emails directly from the Requestor, such as to inform about maintenance or reach out to key customers. These emails are automatically converted into tickets, which can be easily tracked and efficiently managed.
Forwarding
Forwarding a ticket allows agents to pass on a specific ticket or its content to a third party that does not have an account in Requestor, such as suppliers or other departments. This feature is useful when external partners need to be involved or additional expert assistance is required to resolve a customer issue, without the need to register them in Requestor.
Original email sender
Support agents with personal relationships with customers often receive many emails in their private inboxes. To track email communication in Requestor, they can simply forward these emails to an address linked with Requestor. Tickets will be automatically created with the original sender as the requester
Custom SMTP
Custom SMTP allows you to set up your own email server for sending messages, giving you greater control over communication and improving deliverability. All emails are managed directly within your company’s infrastructure, enhancing trust and reliability.
Email rules
Email rules automatically process incoming emails, simplifying the management and sorting of tickets in Requestor, ensuring efficient handling of email communication.
SPAM and Blacklist
SPAM and Blacklist allow you to mark unwanted emails as SPAM and add specific email addresses or domains to the blacklist. This helps reduce the number of unsolicited tickets and improves overall ticket management efficiency.
Automatic reply detection
Automatic reply detection filters out „Out of Office“ and other automatic replies to prevent them from being converted into tickets. The system detects key phrases and headers typical for automatic responses, avoiding overload from irrelevant emails.
Email monitoring
Monitoring incoming and outgoing email inboxes tracks the status of email communication and alerts you to anomalies or downtime. This enables a quick response to email communication issues and ensures smooth customer support.
Agent
An agent, or helpdesk/servicedesk worker, is a member of customer or internal support who manages customer or employee tickets and provides technical assistance. Their main task is to quickly and efficiently resolve incoming tickets related to internal matters, products, or services, with the goal of ensuring a high level of customer or employee satisfaction.
Occasional agent
An occasional agent is an employee who is not primarily assigned to work in Requestor but occasionally participates in ticket resolution. Typically, these are specialists or managers with specific knowledge and skills needed to handle more complex tickets. These agents do not have a regular workload in the system but are available as needed.
Collaborator
A collaborator is a user with limited access to tickets, who can add internal notes and assist in their resolution but does not have permission to communicate with customers or be responsible for the ticket. This role is ideal for managers or specialists who provide expert oversight or support without directly engaging in the day-to-day management of tickets.
End user
An end user is a customer or employee who submits tickets for customer or technical support. End users do not have access to the internal features of Requestor, but they can submit inquiries and track the status of their tickets via the customer support portal or email directly in Requestor.
Supervizor
A supervisor has guaranteed access to all tickets stored in Requestor. The supervisor has the authority not only to monitor but also to actively intervene in any ticket, regardless of which agent or team it has been assigned to.
Administrator
An administrator is a user with the highest level of permissions, who has full control over the configuration and management of Requestor. They are responsible for user management, system settings, and optimizing support processes to align with the organization’s needs. Their role is crucial for ensuring the efficient and secure operation of the platform.
Centralized user management
User management allows administrators to centrally control the access and permissions of all users in Requestor, including integration with external systems such as Active Directory (AD) or Entra ID. This ensures unified and secure management of user rights across the entire system, simplifying administration and enhancing security.
Agent groups
Agents are grouped into agent groups based on their expertise, the type of ticket, or the department they represent. These groups are assigned to specific services where they play a key role in resolving tickets.
Internal groups
Internal groups are used to organize employees who act as requesters within the organization. These users submit tickets for support services such as IT, HR, or other internal departments. Requestor allows for precise determination of which services users can direct their tickets to, ensuring that each request is routed for efficient resolution.
Custom fields
Custom user fields allow you to collect specific information not available in default fields, optimizing company processes. Various field types can be added, such as text fields, dropdown menus, or checkboxes. This flexibility enables user management and their data to be tailored to the organization’s needs, enhancing clarity and efficiency in data handling.
Synchronization (External ID)
Synchronization using an External ID allows users to be linked and synchronized across systems using a unique identifier. It ensures accurate record matching between different systems without the risk of duplicates or data loss. This feature is commonly used when integrating CRM, ERP, and other databases to ensure consistent information updates across platforms.
User categorization
User categorization allows for the efficient sorting and management of users based on various criteria, contributing to better clarity and enabling personalized interactions. This feature is essential for segmenting users by specific parameters, facilitating more effective management.
Skills
User skills allow companies to assign specific skills to agents based on their expertise or knowledge, facilitating efficient ticket assignment. This feature is designed to automatically route tickets to agents with the most appropriate skills for resolving a particular request.
Signatures
User signatures enable the automatic addition of personalized signatures to ticket responses. These signatures include key personal and contact information. Signatures can be automatically included in every response, enhancing professionalism and consistency while saving time.
Assignment transfer
Assignment transfer ensures the smooth handover of an outgoing agent’s responsibilities to another agent. This can be done based on the status of tickets (e.g., open) and reassigned to a new agent. The feature ensures a seamless transition without disrupting support operations.
User time zones
User time zones allow each user to set their own time zone, which is particularly useful for global customer support teams. The times displayed in Requestor are adjusted to the specific user’s time zone.
User events
User events allow administrators to view an overview of a specific user’s activities, including assigned tickets, changes made, comments, and logins, ensuring oversight of productivity.
Communication timeline
The communication timeline provides an overview of all interactions that have occurred within support, including emails, comments, status changes, and ticket assignments. The timeline allows for tracking the complete history of communication and activities.
Anonymization
Anonymization removes personal identifiers of the user from tickets, ensuring that the data remains anonymous. This feature is useful for complying with data protection regulations or when a user requests the deletion of their personal information.
User import and export
Import and export simplify the management of user accounts by allowing bulk import or export of user data, ensuring efficient data handling and easy transfer between different systems.
New user verification
Newly registered users can optionally be verified via email or administrator approval. The administrator decides who can submit tickets and can use either manual or automatic verification mechanisms.
Bulk actions with users
Bulk actions with users allow administrators to modify data, assign roles, deactivate accounts, and transfer information for multiple users at once, streamlining and speeding up the management of user accounts.
User view
The administrator can customize the display of user information. Using custom fields and configurations, it is possible to select which personal details, such as contact information, ticket history, etc., will be visible to other users in Requestor.
Automation
Automation allows for the optimization of activities in key areas such as ticket management, user management, company management, and time tracking. Automation continuously monitors changes and automatically triggers defined actions.
Automatic ticket creation
Automatic ticket creation generates tickets at set time intervals, ensuring the regular creation of tickets for recurring tasks or maintenance, simplifying management, and increasing efficiency.
Automatic agent assignment
Automatic ticket assignment distributes tickets in the queue among agents based on rules such as availability or skills, ensuring an even workload distribution and more efficient resolution
Password policy
The password policy allows for managing the rules for creating and managing user passwords. Administrators can set requirements such as minimum password length, complexity, expiration, and regular renewal.
IP Blacklist
The IP Blacklist allows blocking access from specific IP addresses or ranges. It enhances security by preventing unauthorized access and protecting the system from potentially harmful connections.
IP Whitelist
The IP Whitelist allows access only from specific IP addresses or ranges. It ensures increased security by restricting system access to trusted sources only.
2FA
2FA (Two-Factor Authentication) adds an extra layer of security by requiring a second verification step in addition to a password. It provides better account protection against unauthorized access.
SSO
SSO (Single Sign-On) allows users to access various systems with a single set of login credentials, enhancing both convenience and security. Requestor supports SAML, JWT protocols, and a variety of native integrations.
Activity logging
Activity logging enables the tracking and recording of all user actions in Requestor, such as logins, data changes, or settings management. This audit feature enhances security and helps detect suspicious activities.
REST API
Easily integrate with various third-party applications and tools using REST API, ensuring efficient, scalable, and flexible connectivity between systems.
Webhook
Automatically send messages or information to third-party applications whenever an event occurs in Requestor, enabling an immediate and customizable response to changes.
Iframe
You can integrate various external applications or websites directly into Requestor’s user interface, allowing for better customization and extension of its functionality.
Data migration from other systems
The migration process involves transferring all important information from other systems, including tickets, companies, users, knowledge base articles, and other relevant data, without any loss of information or disruption to operations.
Article management
Centralized article management enables the efficient organization of content through views, tracking article performance and localization, performing bulk actions, and other key operations to ensure smooth knowledge base management.
Categorization
Articles can be neatly organized into categories and subcategories based on topics or services, making navigation and clarity easier. Permissions can be set, and content can be filtered for different users and teams.
Article templates
Article templates allow for the creation of a unified structure, making it easier and more consistent to create new articles. They simplify and speed up the process of writing new content.
Internal and public articles
Internal and public articles allow for managing access and permissions to knowledge base content, where internal articles can serve internal teams or departments, and public articles are available to customers.
Article approval and publishing
The article approval and publishing process allows for setting up a workflow where new or updated articles go through various stages of approval before being published. It is possible to assign who will be responsible for reviewing the content.
Article versioning
Article versioning allows for tracking edits and changes to articles, reverting to previous versions, and managing content history, ensuring accuracy and consistency of information.
Multilingual articles
Multilingual articles allow for publishing content in multiple languages, ensuring that customers and users worldwide have access to relevant information in their preferred language.
Article rating
Article rating allows users to rate an article and add comments, helping administrators improve the quality of articles and provide more relevant information based on user feedback.
Knowledge base dashboard
The knowledge base dashboard allows tracking the performance of the knowledge base through reports and charts, including metrics such as article views, author ratings, and many other statistics for monitoring and improving content quality.
Converting a ticket into an article
Converting a ticket resolution into an article allows for quickly and easily creating a knowledge base article directly from a ticket. The article can be immediately used for recurring inquiries.
Integration with tickets
The knowledge base is fully integrated into the ticket system, allowing agents to quickly search for articles and share their content with customers. When submitting a ticket, users are automatically recommended relevant articles.
Company
A company represents an organization or business that groups users submitting tickets. It allows for a clear overview of all tickets and interactions associated with that company, providing a complete view of its tickets.
User
A user is an individual representative of a company who communicates with customer support. They can submit tickets, track their status, and be linked to the specific company they work for.
Activities
Activities allow recording and tracking all actions associated with a specific company or user, ensuring clarity in communication. This information is easily accessible to the customer support team as well.
Deals
Deal tracking records the sales process, displays it on the sales dashboard, and ensures information is available to customer support, enhancing clarity and simplifying the management of sales and support.
Timeline
The timeline displays the history of all previous tickets from a specific customer. It provides a quick overview of past interactions, making it easier to handle current tickets and ensuring better context for effective customer support.
Custom fields for customers
Custom fields for both companies and users allow the creation of various types of fields that facilitate the storage of unique information in the customer profile, relevant to your organization’s needs.
Company groups
Grouping companies allows for organizing firms into groups, which can be used when creating views, automations, or access permissions, making management easier.
Agent access to companies
The company access control feature allows defining which companies an agent has access to and which remain completely hidden, enhancing security and protecting against data misuse.
Duplicate detection
Duplicate detection for companies compares key fields such as name and email, alerts you to duplicates, and allows for the merging of records, ensuring data cleanliness and accuracy.
Company merging
Company merging allows duplicate records to be combined into one, while preserving key information. This process ensures clarity, the elimination of duplicates, and the accuracy of company data.
Import / Export / Synchronization
Import, export, and synchronization of companies and users allow for bulk uploading, downloading, and continuous updating of customer data, ensuring its accuracy and consistency across different systems for efficient information exchange.
Managing multiple companies
A user can be assigned to multiple companies and select which company they are representing when submitting tickets. This is useful, for example, for technicians managing multiple companies simultaneously.
Company categorization
Company categorization allows organizing companies based on various criteria, such as customer type or industry. It simplifies filtering, searching, and usage in automations and reports for better management.
Company documentation
Company documentation allows important documents, such as contracts or other materials, to be stored for each company, along with the ability to add internal notes.
Customer views
Customer views allow you to create and save filters for displaying companies or users based on selected criteria, making it easier to prioritize and efficiently manage customer accounts.
Customer dashboard
The customer dashboard tracks performance using reports and charts, including metrics such as company and user growth trends, customer satisfaction, and other statistics to improve customer care.
Time tracking
Time tracking allows for efficiently monitoring the time spent on tickets through manual entry or an automatic timer. It is ideal for accurate billing, performance tracking, and evaluating team productivity.
Time tracking activities
Activities in time records allow you to log the type of activity for each entry, for example, distinguishing between working hours and travel time. You can also assign a rate and units to individual activities for more accurate billing.
Printed reports
Printed reports allow you to create clear documents that can be used for billing or as work summaries for customers. These reports contain detailed information about time and tasks performed.
Centralized management
Centralized management gathers all time records, allowing for filtering, report generation, summaries, printed reports, and preparation for billing, significantly simplifying administration and enhancing clarity.
Notification management
Notification management allows you to create different types of notifications through which you can directly inform customers in Requestor about planned maintenance, outages, or other important events.
Notification categories
Notification categories enable you to customize notification types using icons and colors. You can define categories such as planned maintenance, outages, or new features, making organization easier.
Notification templates
Notification templates allow you to create and save predefined messages for various types of notifications, such as outages, maintenance, or updates, ensuring consistent and quick communication in recurring situations.
Document management
Document management allows for folder storage, sharing, permission control, and collaboration on files. Documents are integrated with tickets, speeding up agents‘ work and improving organization
Linking to a ticket
Linking documents to a ticket allows agents to reference stored files, ensuring quick access to relevant documents without the need for downloading, thereby simplifying information sharing.
Cloud storage
Documents can be linked to files stored by the organization in cloud storage services such as Google Drive, Dropbox, OneDrive, and others.
Permission management
Permissions allow you to set access rights to folders where files are stored. Users can define who can upload, delete, or edit files, ensuring security and control over the documents.
Event management
Centralized event management in Requestor allows for tracking all user actions, providing data for audits and security verification, thereby improving oversight and control over the entire system.
Product management
Product management enables the efficient handling of the product offerings a company provides to its customers, while also giving customer support an overview of purchased products and their specifications for improved support.
Product assignment to customers
Each company or user can be linked to the products they have purchased or are using. This overview simplifies ticket resolution for customer support by providing quick access to product details and specifications.
Custom product fields
Custom fields for products allow you to tailor the information stored for each product according to specific needs. You can add attributes such as version, specifications, or license status for better management.
Product categorization
Product categorization allows for the efficient organization of products into groups or categories, such as by type, version, or function, which greatly simplifies management and navigation when handling a larger number of products.
Dashboard management
Dashboard management allows the creation of overviews of key performance metrics, tracking customer support efficiency in real time, and helping managers optimize services and team management.
Customizable widgets
Widgets allow you to customize the dashboard according to the key metrics and areas of Requestor you wish to monitor or evaluate. Each widget also offers a wide range of parameters for individual configuration.
Data visualization
Data visualization offers various formats, such as bar and pie charts, with customization options that help managers easily identify trends and problem areas for better decision-making and process optimization.
Real-time data
The dashboard provides real-time data, allowing managers and team leaders to monitor the current status of tickets and respond quickly to issues, thereby increasing efficiency and improving customer support.
Trend analysis
Trend analysis allows managers to track the development of key indicators across various modules, such as performance and efficiency, making it easier to plan team capacity and improve the overall performance of the organization.
Export and sharing
Created dashboards can be easily shared with other team members or management, facilitating collaboration, presenting key data, and supporting further analysis for better decision-making and work optimization.
Real-time communication
For real-time communication between teams, an internal messenger is provided—a built-in chat tool that enables efficient collaboration among users directly within the Requestor environment.
Ticket-specific communication
An agent can discuss a specific ticket in real time via Messenger with other users. The communication is always available directly within the ticket, ensuring effective collaboration and continuous oversight of its resolution.
Multilingual support
Requestor supports operation in multiple languages, allowing agents to communicate with customers in their preferred language. Additional languages can be added using custom translations.
Custom translations
Multilingual support allows for translating form fields, categories, services, and portals into languages supported by Requestor. When editing fields, the display language can be set, ensuring better support in multilingual markets.
Operational approval
Operational approval is a process that allows for the approval of specific situations or steps that arise during ticket resolution. This feature provides flexibility for real-time decision-making and enables responsible individuals to quickly approve critical actions, changes, or exceptions without a lengthy formal process.
Portal management
Requestor allows the creation of multiple portals, where each department or customer can have their own customized portal based on services, with unique localization and configuration to display relevant information to users.
Submitting tickets
The internal portal speeds up and simplifies the process of submitting tickets for logged-in users. Users can easily select from predefined options that represent various services, products, or ticket types.
Portal appearance
The portal’s appearance can be fully customized to meet the organization’s requirements. Users can choose their own colors, icons, layout of components, etc., enhancing user-friendliness and aligning with the company’s branding.
Portal localization
The portal can be customized to the customer’s language, allowing support to be provided in multiple languages within a single application. This simplifies support for customers or employees in different countries.
Access permissions
In Requestor, when multiple portals are used, access can be configured to determine which portals each user can access. This ensures that each user only sees relevant content.
Calendar management
Calendar management allows for the creation and sharing of calendars to display activities, events, deadlines from tickets, and agent availability, enabling efficient planning and coordination across the organization.
Calendar events
Calendar events allow for task scheduling, displaying deadlines, and reminders from tickets. Viewing and managing ticket-related events in the calendar ensures efficient activity planning.
Calendar activities
Calendar activities allow the creation of various types of activities (business trips, calls, lunches, etc.) and assigning them to a user or company, ensuring an overview of all key activities related to customers.
Agent unavailability
Unavailability in the calendar allows you to record the periods when individual agents are unavailable (vacation, illness, business trip) to ensure proper planning and ticket assignment during their absence.
Notes management
Notes management allows agents to create their own notes, which can be either private or shared with other agents. Notes can be used, for example, to quickly log a call and later create a ticket.
Custom appearance
Requestor allows for full customization of the user interface, including logos, colors, fonts, and styles, to create a custom appearance that perfectly aligns with the company’s visual identity and branding.
Global administration
Administration allows for complete customization of Requestor’s functionality, optimizing it for various use cases and the specific needs of each organization that requires managing employee or customer tickets.
Chat widget management
Chat management allows you to create multiple widgets with unique appearances, settings, operators, forms, and automations, tailored to the different needs of customers and websites.
Texts and localization
You can customize the texts and localization of the chat widget to suit the language preferences of your customers, creating a personalized and efficient support environment for a global audience.
Chat form
The form that appears before a chat session or when agents are unavailable can have custom fields to gather information important to the organization, ensuring more efficient resolution of customer tickets.
Audio Video
Web Chat allows for audio and video calls directly through the browser, without the need to install additional applications. This facilitates direct communication with customers and speeds up the resolution of their issues.
Chat agents
Web Chat enables the management of agents, their grouping, and the setting of a maximum number of active chats per agent, optimizing efficiency and workload distribution.
Chat hours
Chat hours can be set according to the calendar. Outside of working hours, a form will be displayed, which will create a ticket that agents will later handle as a standard ticket.
Chat automation
Automation allows you to set conditions that automatically trigger actions, such as greeting visitors, sending messages, routing chats to the appropriate agents, or sending automated replies.
Canned chat responses
Canned responses allow chat agents to quickly reply to frequently asked questions using pre-prepared messages, speeding up communication and improving the efficiency of chat conversations.
Chat button
The chat button can be fully customized to match the website design – you can adjust its appearance, font sizes, colors, and position to align with the overall visual identity of the site.
Integration with chatbots and AI
Integration with chatbots and AI allows for automating responses to frequently asked questions, directing customers to the right agents, and providing 24/7 support availability, increasing the efficiency and speed of communication.
Creating a ticket from chat
Native integration of the helpdesk with web chat allows for easily converting a chat conversation into a ticket, simplifying the seamless resolution of customer inquiries within a single system.
Chat dashboard
The chat dashboard and reports provide an overview of chat activity, agent performance, the number and duration of conversations, etc. They include metrics such as response time and customer satisfaction for detailed analysis
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