Capabilities · Products & integrations
We build the case desk that the call center and mail handling actually open. Phone and mail land on one case card. Mail is classified in the mail platform. The ticket is where the agent works — not a second inbox beside it.
Ticketing
The agent takes a call and writes the case in a sheet or a chat. At the same time the same complaint lands in support@. A second person opens a new thread. The client calls again — nobody sees the history. When volume grows, a mailbox and a call queue do not add up to one picture. We first assess whether wiring an existing desk is enough, or whether a dedicated ticket system is needed.
Cel i sposób pomiaru ustalamy wspólnie przed startem prac. Nie obiecujemy procentów oszczędności bez pomiaru stanu obecnego.
A case has a number, a client, an intake channel, a status, an owner and a history. A note after the call, an attachment from mail and a status change sit in one place. The agent does not hunt a thread in the inbox and a note beside it. Close requires an agreed state — not deleting a row from a list.
The mail platform classifies inbound correspondence and assigns a category. That becomes a new case or an attachment to one that already exists — by sender, order number or a prior ticket. A reply from the desk goes back through a template and the outbound queue. We do not duplicate inboxes: mail stays in the mail module, operator work stays on the ticket. Send, classification and suggested replies are on the mail-system page.
An inbound call is bound to a client card or opens a new case. The agent sees open tickets before writing a note. After the call: content, status, next step. The phone number is not a second base beside mail. We do not sell a PBX or an operator licence — we wire the desk to whatever the company already uses to call, or to an API named after discovery.
A queue by topic or team. Assignment by hand or by a simple rule (free agent, same case). Roles: who takes, who escalates, who closes. Time to first response and time to close are measured where the company sets a bar — no percentage promise. A queue report: how many came in, how many wait, how many came back.
One queue, two channels: inbound case mail and a case card. Two roles, statuses and a measure of time from intake to assignment. A phone link is added once the desk already takes mail. A second queue or a second language — a separate quote after sign-off.
Describe your business need — we will propose the right technology and the next work stages. Contact: [email protected]
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