Ticketing System Contact Centre Solution

Multichannel Ticketing System application with a modern web interface for user-friendly processing of customers’ requests and internal corporate tasks.

Your customers can enter new requests via phone, email, web chat, SMS and social networks. Daktela Helpdesk processes them intelligently and maintains a clear communication history with each customer.

Your customers can make new requests via phone, email, web chat and SMS. Daktela Helpdesk will intelligently process and sort them into a clear communication history for each customer.

BASIC FEATURES

Native omnichannel

The Daktela Helpdesk application already supports a wide range of modern communication channels. Using our solution means you don’t need to install anything else or learn any complex third-party applications. Today we already support voice, email, web chat, SMS and a range of Social Media applications. As new channels become popular we work to add them to our core platform.

Integration with company email

Daktela Helpdesk can connect to your existing corporate mail server via standard secure protocols – POP3S, IMAPS and SMTPS. Email communication will be received and sent using your company’s email servers and with your own email address. Using this service means you can manage email communication with customers far better.

Categorizing tickets

Settings within the Daktela Helpdesk are controlled through a simple web interface. Using this you can automatically categorise incoming requests – eg. setting ticket category, priority, SLA and ticket owner. This makes sure all emails are always sent to the right place.

Personalized ticket views

Daktela Helpdesk allows different users to customise their own ticket view to meet their requirements. This is achieved through the use of filters and allows for an unlimited number of personalised views to be created.

Comments and attachments

Daktela Helpdesk allows users to add comments to tickets which are not sent to customers. These are for internal communication only. You can also attach an unlimited number of attachments to one ticket. This allows other users dealing with the same customer to see more information.

Full-text search

Daktela Helpdesk allows users to complete a quick full-text search across all communication history using intelligent word spotting. These searches can be stored and re-used for future quick use.

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ADVANCED FUNCTIONS

Communication history and CRM integration

Daktela Helpdesk supports a variety of communication channels. Irrespective of which communication channel a request is received through, all are held in the communication history. The same applies to any outbound communication channel used to contact the customer. The communication history is recorded for each ticket and displayed. It shows how and who created the ticket. It will also show who wrote an email, or who called or sent an SMS. Daktela Helpdesk is integrated with our internal CRM so it always maintains a communication history for each contact.

Reports and statistics

As standard we provide a wide range of reports about the operation of the helpdesk system. These are available in real time and can be displayed on real time panels or LCD wall boards. You can customize each one from our predefined widgets. Our historical reports can provide additional information on things such as the number of tickets in each category (including trends over time), backlog tickets, reaction times, ticket resolution times and of course the performance of the agents.

Definition of SLA and working hours

Customers often have different service requirements. Daktela Helpdesk allows you to define multiple SLA (Service Level Agreements) policies and apply these to specific customers or ticket categories. SLA policies can reflect different customer working hours or ticket priorities. Once SLA polices are set, you can monitor tickets to see what the initial response time was and what the target resolution time is. These times are calculated in real time.