Everything you need to redefine
your customer support

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Support Channels


Monitor Instagram and respond to post comments and direct message right from your helpdesk.

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Bring your support portal to your fans on Facebook and convert all the posts and messages into tickets.

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Monitor Twitter and respond to tweets mentions and direct messages right from your helpdesk.

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Live Chat Widget

(Contact Us to Set Up)

Add a chat widget to your website or support portal and enable real-time conversations with customers.

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Add one or more mailboxes to Freshdesk. Track and manage all your email interactions by converting them to tickets.

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(Contact Us to Set Up)

Buy multiple local or toll-free phone numbers and set up a phone support center fully integrated with your other channels.


(Contact Us to Set Up)

Set up an Official LINE Account of your company and connect it with Sociomile have real-time conversations with customers right from your helpdesk


(Comming Soon)

Set up a WhatsApp Business Account of your company and connect it with Sociomile have real-time conversations with customers right from your helpdesk

Ticketing System

Reply to tickets

Reply to tickets created fhrough any support channel right from Sociomile. The replies will reach the customers through their prefered channel.

Set status

Use default statuses (open, pending, resolved, closed) to clearly communicate with the suctomer what stage the tiket is in.

Mark tickets as spam

Create automation rules to mark tickets from certain requesters or those carrying certain keywords as spam (or mark them as spam manually).

View requester info

See information related to the requester of the ticket right next to it.

Filter tickets

Filter tickets based on its properties like due by time, status and the agent who is working on the ticket.

Perform bulk actions

Perform multiple actions like changing ticket properties and sending replies on multiple tickets in one go.

Export tickets

Export any list of tickets along with conversations and the properties of the tickets you choose. (in Excel)

Tag tickets

Tag tickets with keywords. They can be used for search and for reporting.

Insert template responses

Save answers as canned responses and insert them into your ticket replies with one click.

Add time to tickets

Track the time agents spend on every ticket.

Auto refresh ticket list and details

Receive automatic updates on the ticket list and details page and get to know the changes made without manually hitting refresh.

Ticket activity log

See the complete history of the ticket, including which agent/automation rule modified which properties.

Filtered search

Filter your search results with all the ticket properties.


Add private notes

Communicate internally within the team by adding private notes to tickets. Involve one or more agents by notifying them.

Filtered search

Filter your search results with all the ticket properties.

Agent collision prevention

Lock ticket details when other agents is looking at a ticket


Collaborate with team members across the company to resolve customer issues faster

Helpdesk Management

Service Level Agreement (SLA)

Set expectations with customers and agents on when an issue should be responded to and resolved using SLAs.

Business hours

Define the working hours of your support team so SLA due by time is calculated based on business hours and not calendar hours.

Supervisor dashboard

Know which agent or group is working on how many tickets and their ticket statuses using the dashboard.

Multiple products

Support multiple products in your company using a single helpdesk. Set up different customer portals for different products and use automation rule to direct issues to different teams.

Agent Management

Agent roles

Assign a role to an agent to define what part of the helpdesk the agent can access.

Agent reply template

Set up a template that auto-populates when agents hit reply so they save time spent on typing the reply from scratch and they get to know the tone and voice of the company.


Vital metrics based on properties

See the values of major helpdesk metrics and see breakdowns based on various properties.

Performance distribution

An analysis of the first response time, overall response time and resolution time of the helpdesk.

Ticket volume trend

An analysis of the tickets created, tickets resolved and the unresolved tickes over time.

Data export

Export data from your helpdesk and analyse it with any tool you use.

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