Report builder

Workforce Management

Federated Search

AI Assistant

MODULES

FEATURES

We've created the product based on 20 years of experience

HELPDESK

Roman Basalyko, CEO

"We decided to leverage our years of experience in implementing the Knowledge Centered-Service (KCS®) framework and create user-friendly software that enables other companies' support teams to adopt knowledge management based on this methodology."

Customer's words:

“ A systematic approach to work. All basic processes are already set up, the logic is simple and highly flexible. “

1/8

Configurable views and access based on ticket groups, statuses, priorities, and other properties.

Configurable groups and views

2/8

Connect unlimited channels via Email, Telegram, Web Chat, and WhatsApp, customizing workflows for each channel to optimize your processes.

Integrate telephony to automatically create tickets from incoming calls and record conversations for analytics and quality control.

Omnichannel

3/8

Ticket activity transparency enhances analysis and ensures quality control.

Events audit

Customer's words:

“It turns out that there are systems focused on developers where the knowledge base is formed automatically.”

4/8

Set up priority-based counters aligned with your work schedule and configure SLA policies for specific companies or user groups.

Generate detailed reports with absolute and percentage-based SLA performance metrics to ensure top-notch service quality.

SLA Management

5/8

Team and personal scorecards. Data export to SQL, CSV, or XLS formats.

Analytics and reporting

6/8

API & webbook for different integartions

Task trackers to connect tickets with development tasks: Jira, Gitlab, YouTrack.

SSO: Active directory (ADFS) or OpenID/Keycloack

Open API for seamless integration with your CRM or other systems, ensuring smooth data exchange and enhanced functionality. Available out of the box integrations:

Integrations

7/8

Ensure top-quality agent performance and article accuracy with customizable evaluation criteria and detailed quality control in every ticket.

Quality Assurance

8/8

Automate ticket assignment based on clients, companies, priorities, time zones, schedules, and any custom attributes.

Route specialized skills to the most knowledgeable agents, ensuring faster and more accurate issue resolution.

Automation

Automatic request processing

Automatic ticket distribution

Issue resolved

Bug fixing

Incoming requests