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DiamanteDesk

Let's Rock your eCommerce together!·diamantedesk.com

Free plan · Open source See pricing ↓

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

Consolidating support requests from email, social media, phone and website into one ticketing systemAssigning and redirecting tickets to the responsible department or employeeAutomating internal support processes to reduce response time and labor costsStoring and analyzing support data to identify product or service issuesIntegrating helpdesk data with CRM and eCommerce platforms

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

free tieropen sourceself-hostableAPI

TypeWeb app

DeploymentSelf-hosted

PlatformsWeb

ForeCommerce businesses, companies with unique business needs, big and small companies

CompanyEltrino LLC

Integrations

BasecampSalesforceAmazonJiraRedmineeBayMagentoSugarCRMOroCRMYouTrackShopifyPrestashop

Resources

Pricing

The product is presented as free and open source; no paid plans or pricing tiers are shown.

Open SourceFree

Described as a free open source help-desk solution; no separate paid tiers are listed.