Pyrus Service Desk

Main articles:

• IT Service Management (ITSM)
• Omni channel

Pyrus Service Desk is a business-oriented Service Desk application management system. The online service allows you to process appeals of customers and employees (Service Desk/Help Desk) through all channels: phone, email, chat/form on the site or in the application, social networks and instant messengers.

With Pyrus Service Desk, you can organize an omnichannel customer service center and monitor common quality standards in companies with an extensive partner network. The system is configured without the help of programmers and large IT costs - using templates and a visual designer.

2021: Start of "Multichats" mode

In September 2021, Pyrus announced the launch of Multichats, a mode in which the operator can dialogue simultaneously with several users and instantly switch between their appeals. The result is more processed applications and satisfied customers at the same time.

When an appeal from the client arrives, Pyrus looks at the workload of operators. The message automatically gets to the employee who is less busy than the others. Each operator can process up to 5 requests at a time.

So that multi-chat operators get into work only urgent applications, you can set up conditions: for example, by source, so that only from instant messengers get into the "streaming" mode. Then applications from channels that are not immediately required to answer will not come to the multichat: email or feedback forms on the site.

"Streaming" mode is already available in the browser version of Pyrus. To enable multichats in the service desk form, go to its settings in the Extensions section and click Connect in front of the Streaming extension.

2020

Instagram Integration

Customers often contact companies right under their posts on social networks, including Instagram. But such comments are easy to miss in the flow of notifications about likes and difficult to structure. Now their processing can be ordered using Pyrus Service Desk: its developers in 2020 released an integration with Instagram, which can be configured in a few minutes.

Instagram Integration

The customer's comment will come in the form of a request to the Inbox of the responsible specialist. It will contain all the necessary information: the sender's name, a link to his Instagram profile, the text of the comment and a link to the post under which he was left.

You can write to the client directly from Pyrus: the message will appear on Instagram in the form of a response comment, and all correspondence will be structurally displayed and maintained in Pyrus.

If you need to check the availability of goods in the warehouse or clarify something with colleagues, you do not need to contact them by phone or through the messenger: you can contact them in the internal correspondence window without leaving the task. If multiple users need to respond the same way, they can be added to the Ready Answers list, which will increase the response rate.

Integration with Zoom Meetings

In 2020, Pyrus Service Desk became available integration with the service: videoconferences Zoom users can launch video calls with colleagues or customers in Zoom with one click from task pages in Pyrus.

Integration with Zoom Meetings

Zoom video calls are now available to all Pyrus Service Desk users, regardless of the tariff plan. For integration to work, the Pyrus Service Desk client must already have a Zoom account. The functionality available to the user will depend on the status of his own Zoom account.

The user can start the video call with one click on the task page in Pyrus. Then Pyrus will automatically create a Zoom conference and attach a link to it in the task. All participants will receive a notification and will be able to join it - also by one click. The calls themselves occur in the Zoom application. After the end of the call, his record will be automatically saved in the Pyrus task.

Another available scenario is scheduling a video call for a certain time. The time selected by the user will then be stored in the Pyrus task, and when the call begins, the Zoom icon will be highlighted in the task inviting you to join the conference.

2019: Features

The Pyrus Service Desk solution allows you to control common quality standards in companies with an extensive partner network.

As of October 2019, among the features of the system: Pyrus Service Desk

• Requests by any channel
• Quality Assurance in Partner Network
• Flexible timing according to SLA
• All required business reports
• Customer Integration with CRM
• Pyrus availability (ability to work in the Pyrus Service Desk mobile application when there is no Internet)