Manage customer requests and internal tasks in one web application. Bring conversations from multiple channels together, organise tickets and keep your team on the same page.
Keep emails, calls, web chats and SMS linked to the relevant ticket. Your team can follow the case without piecing together separate conversations.
Give each role a filtered view of the requests they need, such as open tickets or complaints. Relevant cases are grouped automatically, within each user’s access rights.
Use full-text search and search suggestions to find relevant ticket communication. Save frequently used filters so you can return to the same selection.
Define rules for categorisation, priority and assignment. Set response and resolution targets with SLAs, so your team knows what needs attention and who is responsible.
Add internal comments and attach the documents your colleagues need. Keep the discussion with the case, without sending internal notes to the customer.
Connect your company email securely and keep receiving and sending messages through your existing address. Daktela supports POP3S, IMAPS and SMTPS.
Explore voicebots and chatbots for routine conversations, automation and insights for repetitive work, and Copilot to support your agents.
