NovelVox

Explore 50+ NV Desk Helpdesk Software Features for Efficient Case Management

Discover the detailed list of our powerful Helpdesk Software features to Handle, Organise and Resolve Cases faster.

The NV Desk Difference

Pre-integrated with your contact center

Embeds inside your Contact Center Workspace without any additional CTI connector/integration

Contact Center Integrations

Compatible to fit inside Cisco, Avaya, Genesys, Amazon Connect, Five9, Nice, Dialpad, and Zoom Contact Center Worksapce

Cloud-based

Designed to support the ever evolving expectations of today’s customer; cloud-based so you go live in no time.

Efficient Case Creation and
Managment

Manual

Allows agents to manually create a case by adding key caller and case details into the system

Automatic

Creates a new case automatically by fetching events from integrated CXInfinity or telephony system. Captures events from both voice and digital channels.

Static Fields

Predefined and fixed data fields that remain constant for every case within the system

Attach Documents

Allows agents to attach relevant documents or files with a specific case

Comprehensive Case Overview and
Interaction

All Cases (List)

Displays a comprehensive list of all cases logged into the system regardless of agents’ personal assignments or responsibilities

My Cases

Displays a filtered list of cases specifically assigned to the logged-in user

Edit Cases

Allows authorized agents to modify the details and information associated with a particular case

SLA Display

Showcases the SLA efforts associated with a specific case

Add Comment

Allows agents to save notes in the form of comments while updating information for a specific case

Print Case as PDF

Provides an print cases as PDF for oflline access or documentation purposes

Upload Documents

Options to uppload relevant documents to a case when modifying case information

View Attachments

Options to view the documents associated with a case when editing case details

View Case History

Comprehensive view of all the interactions associated with a speific case for informed decision making

Close Multiple Cases

Ability to select multiple cases and mark them all closed with one-click

Problem Ticket

Group cases seamlessly under a “Problem Ticket” for efficient management

Linked Ticket

Identify and manage related tickets effortlessly with Linked Tickets.

Contact Management

Manage contacts from within the NV Desk interface for faster case handling

Case Searching and Filtering

Search by Case ID

Search a case using its unique Case ID generated by the system itself

Advance Search

Run an advance search by selecting relevant case fields and date options

Filter Cases by Case Status

Filter cases based on thier current status – All, Open, Closed, Pending, Resolved, and Re-opened

Quick Filter

Quickly filter cases based on selections associated with static case fields

Extensive Navigation and Interface
Functionality

New Tab Functionality

Opens a new tab for each new action such as a new search, case, or filter

Toggle Columns

Lets you toggle the case columns to customize the display of a case list – be it All Cases, My Cases, or any other filtered list of cases.

Page Reload

Reloads the page to refresh the content and display the most recent information

Items per Page

Helps set the number of items per page to control the pagination of case listings

Change Language

One-click action to change your workspace language from the available language list

Configure Category

Create Category

Helps create a three-level structure for categories by configuring main, sub, and sub-category in the system.

Dyna Fields

Dynamic data fields to allow agents collect and track additional details specific to certain cases

Manage Categories

View Categories

A comprehensive display of all the categories and their associated data on one single page

Filter Categories (Active, Inactive, All)

Options to filter the categories based on Active and Inactive cases

Quick Editing

Enables you to modify category details with most-recent, relevant information

Schedule Management

Configure Work Schedule (Weekly)

Allows administrators to set up and customize the weekly working schedule for Agents/users

Create & Customize Holiday Schedule

Allows administrators to configure the weekly holiday schedule of Agents/users

SLA Configuration

Add New SLAs

Define new escalation levels for cases(Open and ReOpen) associated with specified category, sub-category, sub-sub category, severity, and case status.

Add Contacts

Quickly add contact details of external or new contacts

Assign Users

Assign SLAs to specific users mapped to the case.

User and Field Mapping

Map Users

Map users to cases associated with specific category, sub category, and sub-sub category.

Load Relevant cases

Map dyna fields to automatically load existing relevant cases based on voice, email, and chat events from the integrated phone system/CXInfinity platfom

Create New Cases

Map dyna fields to automatically trigger a new case based on voice, email, and chat events from the integrated phone system/CXInfinity platfom

Notification Management

Create Templates

Create templates for default email notificated configured in the system (SLA Crossed, New Case Created, Case Updated, Case Assigned, and Case Closed)

Map Templates

Map templates with Agent, Requester, and Cc Recipients to quickly acknowldge and resolve customer requests.

Language Support

Language & Orientation

Gives you options to add a new language and set orientation

View Languages

List of all the available languages that are added and configured for orientation in the system

Configure Locale

Gives you options to set language translations of case management labels for the selected language

Reporting Dashboard

Agent Dashboard

Unified and interactive view of cases specific to the logged-in agent for better engagement

Admin Dashboard

Unified and interactive view of cases from all the agents/users associated with your Admin profile

Filtering Options

Gives you options to filter the dashboard view specific to a category

Pre-canned Reports

A set of pre-canned reports for detailed insights on cases.

Configure Custom Status

Ready for Level up customer
experience
with CXInfinity?

Omnichannel + AI + Happy agents = best customer service ever

Add Custom Case Status

Allows you to add a custom status for your cases other than the default type provided in the application

Ready to experience the NV Desk
difference of managing tickets from your
contact center?

Build, Grow, and Scale Your Way

Referral

Bring us more sales opportunities through referrals and get rewarded for every referral that becomes our customer.

Reseller

Get certified to include NovelVox products in your offerings and get a commission each deal when you resell.

Implementation Partner

Develop your own integrations with NovelVox and get access to all our pre-built tools and proprietary solutions.

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Overview

  • Discover the detailed list of our powerful Helpdesk Software features to Handle, Organize and Resolve Cases faster.
  • 75+ third-party app integrations
  • 15+ Years of Experience
  • 300+ Deployments in 20+ Countries

Hate filling out forms?

Speak to us right away. We are available every hour of the day and each day of the year.

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Overview

  • Discover the detailed list of our powerful Helpdesk Software features to Handle, Organize and Resolve Cases faster.
  • 75+ third-party app integrations
  • 15+ Years of Experience
  • 300+ Deployments in 20+ Countries

Hate filling out forms?

Speak to us right away. We are available every hour of the day and each day of the year.

Explore NV Desk Solutions

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Your data is securely managed. To know more, visit our Privacy Policy