Ticket, prioritize, escalate, and resolve — across email, web, WhatsApp, and Teams — with SLAs that actually drive agent behaviour, not just reporting.
Dynamic Helpdesk unifies every customer and IT support channel into a single SLA-aware ticketing platform. IT teams, FM helpdesks, and customer support teams use it to route tickets, automate escalations, surface knowledge, and measure CSAT — all from one dashboard.
Tickets flow in from email, web forms, WhatsApp, Microsoft Teams, and mobile apps. Routing rules assign tickets by category, location, or priority. SLAs are enforced at the ticket level with automated reminders, escalations, and breach reporting. Agents work from a modern UI — desktop or mobile.
Incident, request, problem, and change management with ITIL alignment.
Service requests with location, asset, and trade routing for FM operations.
B2C and B2B customer service with omnichannel inbox and CSAT tracking.
HR, finance, and admin helpdesks with self-service catalogues.
Modern support requires speed, visibility, and accountability — Dynamic Helpdesk is built around all three.
Email, web forms, WhatsApp, Teams, and mobile all funnel into one ticket queue.
Response and resolution SLAs per priority, customer, or contract. Auto-escalation built in.
Auto-assign by category, location, agent skill, or working hours.
Public and internal knowledge articles deflect tickets and speed up resolution.
Automated post-resolution surveys with dashboards and trend analytics.
Agents and supervisors handle tickets, approvals, and escalations from anywhere.
Two-way conversations with customers in WhatsApp and Teams stay on the ticket.
Real-time SLA compliance, breach analysis, and agent productivity reports.
A helpdesk that's fast for agents, simple for customers, and accountable to leaders.
Keyboard-shortcut driven, minimal clicks per ticket — designed for high-volume queues.
SLAs are calculated on business hours, holidays, and contract calendars — not just clock time.
Full bilingual support for agents, portals, and customer notifications.
Native connectors to Dynamics CRM, ERP, and asset systems for full context per ticket.
Ticket types, statuses, fields, and automations — all configurable without code.
Our team configures, trains, and stabilises the platform — not just sells licenses.
Document your ticket categories, SLAs, escalation paths, and integrations.
Configure queues, SLAs, routing rules, and connect email, WhatsApp, Teams, and forms.
Run a pilot with one team. Train agents, supervisors, and end-users on the portal.
Full rollout, monitor SLAs, refine rules, and tune knowledge base based on actual ticket patterns.
Book a demo and we will walk you through Dynamic Helpdesk with your ticket types and SLAs in mind.
