Intuitive, feature-rich, customer support software.
KTC Helpdesk is software that was designed, developed and actively supported by the KazTransCom’s R&D department. Helpdesk software are much more efficient than email since you don’t have to juggle the same inbox, folder structures and logins between various team members.


The key features of KTC Helpdesk:

a. Custom ticket fields/form
Collect information relevant and important to your business by adding and modifying fields in the ticket form.
b. Helpdesk reports
Understand how different agents and groups are performing based on various helpdesk metrics.
c. Dashboard
Monitor your helpdesk using real-time data about tickets, trends and groups.
d. Agent Groups
Combine agents to groups. Allow to assign groups to tickets.
e. Ticket History
Ticket’s timeline to easily see all events happened with ticket.
f. Contact list
Have actual client lists.
g. Custom Priorities
Make priorities you want, that fits your business processes
h. Integration with financial accounting systems
Use financial accounting systems to populate client list
i. Rich role-based access control (RBAC)
Give differential permissions for access and actions according to the roles and responsibilities of agents. Allows to create custom roles and permissions.
j. Automatic email notification
Notify customers and agents automatically about the changes happening in their ticket.
k. Email parsing
Allow users to answer to tickets via email, without logging into website.
l. Chat with client
Engage, support, and retain customers through live chat.
m. Custom statuses
Create custom statuses that suit your workflow to identify what stage a ticket is in.
n. Private huddle
Discuss specific parts of tickets with experts from across your company, working on the same ticket to figure out the best solutions.
o. Canned Responses
Provide quick, consistent responses to common questions by creating pre-formatted replies.

More features under development:

a. Event-triggered automation
Implement one or more actions on specific tickets as soon as an event happens.
b. Time-triggered automation
Execute maintenance activities on tickets based on the time lapsed since an event happened.
c. Ticket dispatch
Automatically assign tickets to agents and groups based on keywords, requester or properties.
d. Automatically suggest solutions
Allow relevant solutions to pop up for customers and save time for your agents and customers
e. Customer satisfaction ratings
Gauge how customers feel about your support using customer satisfaction reports.
f. SLA Management
Set deadlines for ticket response and resolution based on different business hours or categories.
g. Linked Tickets
Link related tickets together to keep track of widespread issues and deliver consistent responses.
h. Schedule reports
Schedule default and custom reports so that you can receive them in your inbox periodically.