Our Services
Core Features of Ddesk
Detailed Overview
Ticket Management
Tickets can be created manually or automatically, categorized, and tracked throughout their lifecycle. Each ticket can have an assigned owner and a contact person, and it's always visible who currently owns the task. The system also supports the definition of response levels.
Task Assignment
Tickets can be assigned to agents or teams, with clear status, priority, and ownership. Transparent delegation of responsibilities.
Billing & Reporting
Track the performance of agents and subcontractors. Each partner can have linked contracts, which serve as the basis for automatically generated work summaries and billing reports.
Support
Full Hungarian-language support is available during setup and throughout daily operation.
Email Integration
Incoming emails automatically generate tickets. Ddesk can assign tickets to the right partner based on predefined email addresses or domains.
Customizable Workflows
Ddesk supports fully customizable workflows: statuses, transitions, response levels, issue types, and roles can all be defined freely.
Analytics
View detailed reports on ticket flow, agent activity, KPIs, and response times. All data is exportable and filterable by time range.
Security
Role-based access control, multi-factor authentication (MFA), and audit logs. Ddesk complies with GDPR, NIS2, and ISO-based requirements.