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 processes them intelligently and maintains clear communication history with each customer.
Communication history and CRM integration
Daktela Helpdesk provides native support for a variety of communication channels. Basically it does not matter which communication channel a request is received or through which communication channel the agent 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 the 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 agents.
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.