PABXs & IP TELEPHONY SOLUTIONS
Daktela Helpdesk is a multi channel helpdesk application with a modern web interface for user-friendly processing of customer’s requests and internal corporate tasks. Your customers can enter new requests via phone, email, web chat and SMS and social networks. Daktela Helpdesk process them intelligently and maintains clear communication history with each customer.
Daktela Helpdesk natively supports a wide range of modern communication channels without the need to install and learn third-party applications. Currently there are supported channels like phone, email, webchat, SMS and other channels are added continually.
Integration with company email
Daktela Helpdesk can be easily connected to your 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 email address.
Daktela Helpdesk offers a simple web interface for defining rules and follow-up actions, based on which you can automatically categorize incoming requests - eg. setting ticket category, priority, SLA and owner.
Personalized ticket's views
Daktela Helpdesk allows for each user's role, configure personalized ticket views based on filters. Views automatically display and filter particual group of tickets. Users can have many personalised views for increased efficienty.
Comments and attachments
Daktela Helpdesk supports adding comments to tickets which are not sent to customers. They are used for internal communication within the company only. You can also attach an unlimited number of attachments to one ticket.
Daktela CRM allows a quick full-text search across all communication history with support of intelligent words whispering. If there is anything searched more often, it can be saved for future quick use.
Communication history and CRM integration
Daktela Helpdesk provides native support for a variety of communication channels. Basically it does not matter through which communication channel a request is received or through which communication channel the operator replies to the customer. Communication history is clearly recorded for each ticket and displayed, how and by whom the ticket was created, and who to whom wrote the email, who to whom called or sent SMS. Daktela Helpdesk is integrated with internal CRM and it automatically maintains communication history for each contact.
Reports and statistics
Daktela provides a wide range of reports about the operation of helpdesk system, which are calculated in real time. There are tools like realtime panel or LCD wallboard, which you can define yourself from predefined widgets. Among the historical reports you will find, for example, the number of tickets in each category including trends over time, the number of backlog tickets, the reaction time of the first response to the ticket, ticket’s solution time and of course the performance of the operators.
Definition of SLA and working hours
Daktela Helpdesk allows the definition of multiple SLA policies and apply them to specific customers or ticket categories. SLA policies can be configured with respect of working hours and ticket priorities. Once SLA polices are set you can see with each ticket what was the first response time and what is the deadline for resolution time. These times are calculated in realtime.