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Turn problems into
opportunities

Delivers service excellence through
true ticket management.

Efficient, dynamic and
intelligent case management

Maximize the value of your customers' lifecycle with inConcert Help Desk - a modern, simple and functionally complete platform specialized in customer care and service.
inConcert brings you a unique combination in the industry: the features of a state-of-the-art Help Desk application coupled with the immediacy, efficiency and reliability of omnichannel communications.

Destacado Destacado Destacado

inConcert Help Desk is a complete omnichannel platform for case management
designed to provide excellent customer service. Access powerful tools to
generate unique contact experiences and resolve incidents more efficiently.

The omnichannel
customer service platform

Some of the features our customers love.

automatizacion-notificaciones
Automation and notifications

InConcert provides a collaborative and multilingual environment with knowledge base access, canned responses, prioritization, ticket merging and many other features for dynamic and simple case resolution..

notificacion-leads
Customizable portals

Design knowledge portals by language and achieve advanced customization with CSS. Configure the access permissions you need in a simple way. Create system users: agents, supervisors and administrators. Create roles with wide granularity of permissions to different functions.

chatbot-para-portales
Chatbots for portals

Portal widgets include a chatbot to search for information in Knowledge Base articles, and chatbots to generate a new ticket.

atencion-omnicanal
Omnichannel support

Handles tickets coming from multiple channels: telephony, chat, email, portal, SMS, Whatsapp, Facebook, Twitter and bots.

gestion-unificada
Unified management

Automatically distributes conversations across any channel and transfers them in real time including their context. Configure distribution criteria: skill-based, circular or business rule-based.

supervicion-monitoreo
Supervision and monitoring

Supervise conversations in real time and perform silent monitoring of ongoing interactions. Broadcasts mass messages and alerts to operators.

gestion-tikets
Advanced ticket management

View tickets in an inbox according to urgency, channels or status, assign them to agents and view their total trace. Use filters to search for tickets, visual alerts for SLA non-compliance, dynamic fields, prioritization and status management.

respuestas-eficientes
Efficient responses

More features for efficient case management: apply automatic rules, exchange attachments, insert links and Knowledge Base articles as answers, create pre-defined answer templates.

fusion-cierre
Merge, close tickets and observers

Merge, categorize and close multiple tickets at once. Assign a Ticket Watcher to receive notifications and alerts about changes to that ticket. Also, create custom views and apply spell check.

kpi-servicio
Service and performance KPIs

View key indicators such as abandoned interactions, service level, average response times for each service channel, abandonment rates, occupancy rates and number of interactions that have met the goal.

informes-personalizados
Customized reports

Customized reports with all service data: new tickets, resolved and in-process tickets, agent intervention, average first response time, tickets by channel, most viewed, voted and commented content, agents with most resolved tickets.

dashboards-tiempo-real
Real-time dashboards

Access to all ticket management indicators, service levels and agent performance in real time, for on-the-spot interventions.

gestion-de-contactos
Contact management

Customize contact fields with general data, company association and language. Merge contacts, manage passwords, view their tickets and record notes for each one.

fusion-cierre-plataforma-multilingue
Configurable multilingual platform

Access a configurable multilingual platform according to user preferences. Select languages for articles, notifications, email templates and portals.

configuracion-service-desk
Service Desk Configuration

Create multiple Service Desks in multi-tenant mode. Configure service channels and automatic messages, select portals and define service capabilities and service levels for the different channels.

Conoce todas
las funcionalidades
del producto.

Request Demo
automatizacion-notificaciones

Generate automatic monitoring, escalation and distribution rules. Automatically assign multiple SLA policies and send automatic emails, reminders, notifications and alerts.

portales-perzonalizables

Design knowledge portals by language and achieve advanced customization with CSS. Configure the access permissions you need in a simple way. Create system users: agents, supervisors and administrators. Create roles with wide granularity of permissions to different functions.

chatbot-para-portales

Portal widgets include a chatbot to search for information in Knowledge Base articles, and chatbots to generate a new ticket.

atencion-omnicanal

Handles tickets coming from multiple channels: telephony, chat, email, portal, SMS, Whatsapp, Facebook, Twitter and bots.

gestion-unificada

Automatically distributes conversations across any channel and transfers them in real time including their context. Configure distribution criteria: skill-based, circular or business rule-based.

supervicion-monitoreo

Supervise conversations in real time and perform silent monitoring of ongoing interactions. Broadcasts mass messages and alerts to operators.

gestion-tikets

View tickets in an inbox according to urgency, channels or status, assign them to agents and view their total trace. Use filters to search for tickets, visual alerts for SLA non-compliance, dynamic fields, prioritization and status management.

respuestas-eficientes

More features for efficient case management: apply automatic rules, exchange attachments, insert links and Knowledge Base articles as answers, create pre-defined answer templates.

fusion-cierre

Merge, categorize and close multiple tickets at once. Assign a Ticket Watcher to receive notifications and alerts about changes to that ticket. Also, create custom views and apply spell check.

kpi-servicio

View key indicators such as abandoned interactions, service level, average response times for each service channel, abandonment rates, occupancy rates and number of interactions that have met the goal.

informes-personalizados

Customized reports with all service data: new tickets, resolved and in-process tickets, agent intervention, average first response time, tickets by channel, most viewed, voted and commented content, agents with most resolved tickets.

dashboards-tiempo-real

Access to all ticket management indicators, service levels and agent performance in real time, for on-the-spot interventions.

gestion-de-contactos

Customize contact fields with general data, company association and language. Merge contacts, manage passwords, view their tickets and record notes for each one.

fusion-cierre-plataforma-multilingue

Access a configurable multilingual platform according to user preferences. Select languages for articles, notifications, email templates and portals.

configuracion-service-desk

Create multiple Service Desks in multi-tenant mode. Configure service channels and automatic messages, select portals and define service capabilities and service levels for the different channels.

Know all
the functionalities of the product

Request Demo

Webhelp: inConcert deploys in 24 hours a platform of 150 agents for customer service in emergency situations.

Thanks to the versatility, ease of use and speed of deployment of the inConcert solution, we were able to have a complete solution up and running in record time for our most demanding client.

Mariano Bañón,
IT Director of Webhelp.

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