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Tools for customer service, customer support and helpdesk

Focalcube for customer service

Solutions for customer service, customer support and helpdesk

Focalcube is a comprehensive tool for a support organization. Ticket workflows, direct communication with customers, and quick access to your own knowledge base makes working with customer support more enjoyable and efficient.

Connect Focalcube to support@<yourdomain> and let the ticket management begin!

Ticket lists

Clear ticket lists

Focalcube Tickets offers simple and clear ticket lists. Quick views streamline the workflow, while search and filter functions make it easy to find information and work on multiple tickets simultaneously.

Focalcube support tickets

Dicrect contact makes for happier clients

Focalcube can be quickly and securely connected to your support email address. Emails from customers are handled directly in Focalcube’s inbox. Tickets are created directly from the inbox, and all replies from customers are automatically sorted into the correct ticket. All support staff communicate with customers directly from the ticket — complete with their personal email signature. More enjoyable and efficient!

Focalcube kunskapsdatabas

Knowledgebase for everyone

Many support organizations need a way to compile their "best practices," i.e., the most effective ways to handle recurring problems and challenges. This is easily solved by creating a wiki in Focalcube Documents. It’s easy to edit, review, sign, distribute, search, and find information.

One system for all tickets

With Focalcube, you can manage all types of tickets in the cloud, such as customer complaints, claims, change orders, internal process deviations, and environmental deviations. You can fully configure how the system is organized. Assign ticket owners so that nothing falls through the cracks. All tickets in one place — structured and organized! Use Focalcube’s ticket module as a general ticket management system, deviation management system, claims system, or customer service/helpdesk system.

All-in-one solution

The ticket management module integrates seamlessly with Focalcube’s other modules, making ticket management a natural part of the entire organization. The system's core registry allows you to customize the categorization of tickets to fit your business and terminology. We can also set up integrations with your other systems!

Continuous improvements

Focalcube makes ticket management accessible to everyone. Problems can be raised and prioritized immediately — nothing is forgotten. As a quality manager, you can easily search for information and analyze trends. The system provides entirely new opportunities to visualize problem areas, a key factor in anchoring improvement projects.

Everyone can participate

Focalcube makes it easy for everyone to create tickets and contribute information — even external partners, customers, and suppliers. Advanced features like subscriptions, comment threads, and a personal to-do list ensure that everyone understands what is expected of them.

Customized workflows

You can create your own workflows, designing and naming them to suit your business needs. You can lock fields in specific statuses and restrict who can change ticket statuses at the role or group level.

Access control
Access control

Users can easily be divided into groups to restrict access to items. Powerful configuration options make the work straightforward and transparent for those responsible for the management system. Access control in advanced modules, such as Focalcube Products, is naturally based on the information hierarchy that is established.

Comments
Comments

Each ticket includes a separate discussion thread, making it easy for colleagues, partners, and suppliers to comment ongoing matters.

Document management
Document management

For each ticket, you can upload and version-control attachments. Images, documents, and other supporting documentation are stored where they belong – within the ticket.

Export of tickets
Export of tickets

A ticket can easily be exported to Word format based on your custom document template. The ticket list can also be effortlessly exported to Excel for analysis and summaries.

Follow-up
Follow-up

Focalcube provides quick access to graphical summaries of, for example, tickets. Analyze the information from different angles to improve your operations based on trends and problem areas. You can also create automated KPIs in Focalcube Follow-Up.

Fulfils ISO requirements
Fulfils ISO requirements

Many of our customers are ISO-certified in quality and environmental management. Focalcube offers features that significantly simplify the certification process.

Full text search
Full text search

All objects in Focalcube are indexed by an advanced search engine, making it easy to find exactly the information you need.

Full traceability
Full traceability

All changes are logged with a complete history. The history enables restoring information and tracking changes during audits and inspections.

Focalcube naturally keeps track of all old document revisions. As an administrator, you can also prevent your users from accessing outdated revisions.

Integrated with other modules
Integrated with other modules

Tickets are a central part of Focalcube's other modules. Customer complaints, supplier issues, service tickets, and audit deviations are directly linked to their respective modules where they belong.

Portal for partners
Portal for partners

External parties can be invited to their own workspace, where they can continuously create tickets, participate in comment threads, and upload related information.

Powerful lists
Powerful lists

All lists are easy to overview and configure. Free-text search and advanced filters make it easy to find the right item. It's also simple to prepare a list of items to go through during, for example, a meeting. Additionally, all lists can easily be exported to Excel or PDF.

Reminders
Reminders

When ownership of an item is assigned to an employee, an automatic notification is sent. Ongoing reminders are issued for key events – for example, when a supplier needs to be evaluated, an external audit is approaching, a KPI value needs to be reported, or when a ticket changes status.

Smart linking
Smart linking

Focalcube's other modules are closely integrated with Focalcube Documents. This allows you to link, for example, a ticket or a meeting to a document. The documen — whose access is primarily controlled by the document collection's access settings — then also becomes available to users who have access to the linked objects.

Subscriptions
Subscriptions

Each user can configure their own subscriptions. When new tickets are created, notifications are sent to the relevant users. Naturally, owners and other stakeholders are informed when tickets are updated.

Team inbox
Team inbox

Focalcube can be connected to the team's inbox for incoming support. Incoming messages can easily be converted into new tickets. Ongoing email communication with the customer is managed directly from the ticket. Each employee can set up a personal email signature.

To-do list
To-do list

Too many tasks coming from all directions? Struggling to keep track of priorities? In Focalcube, all activities are gathered into a unified personal To-Do list. The system prompts you with reminders and helps you prioritize.

Work in multiple time zones
Work in multiple time zones

Users can easily set their time zone. All timestamps in the system are automatically adjusted to the personal time zone.