DiamanteDesk

09/02/2018

DiamanteDesk received "Great User Experience" Award from FinancesOnline. If you are using DiamanteDesk you can leave us feedback by clicking on the following link https://reviews.financesonline.com/p/diamantedesk/
For people who are struggling to choose help-desk solution, FinancesOnline platform can simplify comparison process.

17/01/2018

The 360-degree livestream from Selection Days on the 17th of January at 17:20 CET. https://www.facebook.com/events/317990705276301/

16/01/2018

We can't keep this a secret anymore! We dare to share. DiamanteDesk was recognized as one of the best 18 startups out of 497 which submitted their applications to pitch at the Startupbootcamp Commerce 2018 in Amsterdam.

03/05/2017

To integrate DiamanteDesk with OroCRM you need to:
- download FREE extension OroCRM DiamanteDesk Integration from Oro Marketplace,
- install it via Composer or via Marketplace,
- enjoy flawless integration;)

DiamanteDesk is an open-source, easy-to-use help-desk solution. This customer service software is based on a modern technology stack that provides high reliability, scalability, flexibility, and customizability to meet unique business needs. Their support ticketing system helps bring the quality of…

20/04/2017

To develop so flexible support software as DiamanteDesk you need a robust and fully customizable platform as OroPlatform. That's why we chose Oro for our custom help-desk solution. Both are FREE, so fork from GitHub and make sure to proof it by your own experience. http://buff.ly/2pGoi7a

We’re proud to announce DiamanteDesk, a free open-source ticketing system and customer service software, has developed their application using OroPlatform.

20/02/2017

And a cherry on a pie is a Rule Builder;)

Rules determine automated system behaviour governed either by other events or based upon the predefined frequency.
These rules stack is your principal Administrator who delivers customer requests to specific agents according to case conditions, taking in account specified time and event triggers.
Working principles of Rules in DiamanteDesk 2.0 are related to time triggered and event triggered system behavior. Both of them have predefined Conditions and Dependent Actions.
http://docs.diamantedesk.com/en/latest/user-guide/rules.html

17/02/2017

Watchers in DiamanteDesk 2.0. In DiamanteDesk all incoming tickets are distributed among users in accordance with their area of responsibility; however, high priority tickets may require additional supervision. Such additional control can be provided by Watchers (people who receive notifications every time a status, priority or other valuable ticket information changes).
Extra monitoring helps analyzing whether your support managers solve conflict situations efficiently. When people complain on issue or report a bug, they can be quite emotional and your support staff has to handle the situation and reduce stress level. http://docs.diamantedesk.com/en/latest/user-guide/tickets.html

DiamanteDesk offers a great way to improve customer experience by easily receiving, reassigning and taking care of any Client requests presented as

16/02/2017

DiamanteDesk 2.0 allows creating Comments on the Admin Panel (Private Comments)
Sometimes you need to hide your internal discussion about the issue from the client’s eye but it should preferably be saved in one thread. Based on such history you can analyze reasons of the issues, create typical scenario of resolving, prevent similar cases from appearing. Private comments in tickets is a great solution for all of that. http://docs.diamantedesk.com/en/latest/user-guide/tickets.html -comments

14/02/2017

Help-desk data analysis helps estimating your support staff efforts, identify those who are more productive and what’s a better way to distribute resources by channels. DiamanteDesk 2.0 Reports help to see in what way, how quickly and how effectively your support team resolves issues. http://docs.diamantedesk.com/en/latest/user-guide/reports.html

13/02/2017

DiamanteDesk 2.0 supports Dashboard Widgets
Are you focused on increasing your response rate? Just add a respective Report to the Dashboard to have it at your fingertips and to control your progress. Want to know which Branch requires most of your efforts right now? You can easily customize your Dashboard with relevant Dashboard Widgets, that provide quick access to the required information, reflection of Report data and the best part is that you can create different Dashboards for different teams! http://docs.diamantedesk.com/en/latest/user-guide/dashboards.html -widgets

08/02/2017

Hooray!!! We're happy to announce that DiamanteDesk 2.0 is ready to use!!!
http://diamantedesk.com/
https://github.com/eltrino/diamantedesk-application

DiamanteDesk 2.0 has a number of improvements that are aimed at simplifying ticket management process and equipping your support team with a user-friendly and simple tool that helps to resolve tickets and find custom approach to those who are seeking high quality technical support.

14/02/2016

Happy Valentine's Day;)