DiamanteDesk
Let's Rock your eCommerce together!·diamantedesk.com
DiamanteDesk is a free, open source support ticketing system and customer service solution built on PHP5, Symfony2, the Oro Platform and Bootstrap. It organizes incoming customer requests from multiple channels (email, social media, phone, website forms) into tickets, assigns them to responsible departments or employees, and stores them for reporting and analysis. It integrates with CRM, eCommerce and bug-tracking/project-management systems and exposes a full API for customization.
What it's for
Features 16
- Assignment of tickets to specific users and administrators
- Automation of internal support processes to reduce response time and labor costs
- Consolidation of requests from email, Facebook, Twitter, SMS, phone and website into a single ticket system
- Full API access for system control and integration
- Grouping of tickets into Branches to organize workflow and prioritize issues
- Integrations with bug-tracking/project management tools (Jira, YouTrack, Redmine, Basecamp)
- Integrations with CRM systems (OroCRM, Salesforce, SugarCRM)
- Integrations with eCommerce platforms (Magento, Prestashop, Shopify, eBay, Amazon)
- Open source code base allowing full customization and extra development
- Reduction of lost requests caused by human error through automation
- Reports based on support metrics for staff and customer satisfaction evaluation
- Reverse communication with customers through the same channel they contacted from
- Ticket assignment to a responsible department, employee or resource
- Ticket creation within the CRM associated with any customer
- Ticket redirecting/reassignment to a better-suited assignee
- Ticket storage for further analysis and reporting
At a glance
Integrations
Pricing
The product is presented as free and open source; no paid plans or pricing tiers are shown.
Described as a free open source help-desk solution; no separate paid tiers are listed.