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Streamline Your Ticket Management Process
Deskk is an intuitive ticketing and support management system that simplifies handling customer inquiries and internal issues. With features like ticket tracking, SLA management, and a customer portal, it helps businesses resolve requests quickly and improve efficiency.
Seamless Integration for Teams of Any Size
Empower your team with a powerful ticketing system that seamlessly integrates with your workflow. Whether you have a small team or a large enterprise, Deskk adapts to your needs and streamlines your support operations.
Effortlessly scale and connect your team with smooth, customizable integrations!
Help Topics
Configurable help topics for web tickets ensure inquiries are routed to the right department for quick resolution.
By setting predefined ticket options, you can streamline ticket routing for faster responses. Pair this with custom forms to gather specific information for each help topic, tailoring the form to match the request type.
Route inquiries efficiently with predefined help topics for faster resolutions!
Custom Fields
Customize the data collected from users when submitting tickets to quickly address issues. Add custom fields, forms, or lists to each ticket, or display them based on the chosen help topic. Tailor the ticket creation process to suit your business needs efficiently.
Tailor ticket data to your needs for more accurate and efficient resolutions!
Ticket Filters
Set rules to route incoming tickets to the appropriate department or agents and trigger specific actions.
With the filter system, Deskk enables automation of ticket creation and routing. You can define actions like rejecting tickets, assigning them to a department/agent, or sending automated responses. Filters can be based on any custom field or user data added to the forms.
Automate ticket sorting and routing to the right place, every time!
Agent Collision Avoidance
Prevent multiple agents from responding to the same ticket simultaneously with a ticket locking mechanism. Agents can lock a ticket while responding, ensuring no conflicting or duplicate replies. You control the lock duration, and other staff can only respond once the lock expires.
Prevent duplicate responses with seamless ticket locking!
Assign, Transfer, & Referral
Easily transfer tickets between departments to ensure they’re handled by the right agents, or assign them to specific agents or teams. Maintain view-only access when referring a ticket. Tickets can be auto-assigned based on help topics or departments, and if needed, they can be reassigned to agents or transferred to another department. All actions, including transfers, assignments, and referrals, are logged in the ticket thread for tracking.
Ensure the right agent handles every ticket—track every move with ease!
Thread Action
Agents can now create a new ticket or task directly from a message within a ticket or task thread. If a user’s message requires a separate ticket or task, simply use thread action to generate it while keeping everything linked to the original thread.
The new ticket or task is referenced in the original thread, maintaining clear context and tracking.
Create new tickets or tasks instantly, without losing context!
Service Level Agreements (SLA)
SLA Plans make it easy to track tickets and their due dates. Receive alerts for overdue tickets, missed deadlines, and priority escalations.
You can create unlimited SLA Plans and assign them to specific help topics, departments, or ticket filters to ensure timely resolutions.
Stay on top of deadlines with automatic alerts and escalations!
Customer Portal
All support requests and responses are archived online for users to access. Customers can log in using their email and ticket number or register a profile for full access to all their associated tickets. Additionally, build a knowledge base to enable users to self-serve and resolve common issues on their own.
Empower users to manage their tickets and resolve issues on their own!
Advanced Search
Refine your search with advanced filters and save criteria for future use. Include custom fields in searches and generate results in dedicated queues. Search results can be exported as CSV files, and agents can select specific fields for export, minimizing unnecessary data and reducing clutter.
Find exactly what you need, fast—customizable and exportable!
Tasks
Create internal to-do lists for agents, either as standalone tasks or linked to tickets. When tasks are tied to a ticket, the ticket remains open until all tasks are completed. You can also add external collaborators to tasks while keeping their involvement separate from the main ticket thread and contents.
Keep your tickets on track by ensuring all tasks are completed!