Pick the golden ticket for your customer service.

Are your customers’ worries and problems on hold when your secretaries are on sick leave? Not with Kafinea.

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Simplified management

Sort your tickets in a clear and organized way

Link incoming tickets to other related records in the software to filter and find them more easily.

For example, you can link a ticket to a customer account, a customer contact, a product, a service contract, a current project, etc.

Workflow-based routing

Automate the routing of requests to the appropriate teams

Thanks to Kafinea workflows, incoming tickets can be automatically assigned to a team according to their nature, the product concerned, the type of customer making the request and much more.

Save time by letting your ERP route tickets to the right employee or team for the fastest possible response. Increase customer satisfaction and reduce stress for your teams.

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Deposit via customer portal

Offer your customers a privileged space

Open up extranet access to your customers, enabling them to submit tickets and track their processing via the customer portal.

No more secrecy: your customers know you’re working on their issue, so they’re reassured and don’t need to contact you as much. It’s a win-win situation!

FAQ conversion

Anticipate your customers’ questions

Convert a processed ticket into an answered question with a single click. You can then make this FAQ available to your customers on the extranet.

Reduce the number of solicitations and give yourself time to respond to the real big problems.

Automated ticketing

  • Connected webforms

    Import data received from a contact form and use it in Kafinea.

  • Customizable workflows

    Create your own workflows to automate the creation of a form, the updating of a field, the sending of an email and much more.

  • Reminder notifications

    Customize your reminders (pop-up window, email or SMS) and their triggers.

  • REST API

    Synchronize data in real time between the platform of your choice and your Kafinea instance.

  • Scheduled reports

    Set up the periodic emailing of a spreadsheet or graphic report.

  • Webhooks

    Send data to other platforms about an event that has just taken place.

Advanced ticket management features

  • Advanced access rights management

    Choose which actions are doable or which information is visible to a group of users, down to each field.

  • Comments and attachments

    Share information and documents with colleagues via the Comments block on Kafinea records.

  • Customizable fields

    Add your own input fields, picklists, date selectors, URLs, etc.

  • Dynamic email templates

    Create your own dynamic email templates easily using shortcodes.

  • Dynamic PDF templates

    Design as many dynamic PDF templates as you like using shortcodes.

  • Picklists dependency

    Create a relationship between two picklists so that the choices available in one dynamically adapt to the choice made in the other.

  • Relational tabs

    Switch from one record to another linked record with a single click via relational tabs.

  • Reports and charts

    View key information on the module of your choice in real time via spreadsheets and graphical reports.

  • Sending text messages

    Send a text message to a prospect, customer, supplier or colleague in just one click from their record.

  • Tag filtering

    Group different records together under the same tag to find them easily in one place, even if they belong to different modules.

Basic ticket management features

  • Adding images to files

    Illustrate your Kafinea records with an image.

  • CSV import

    Import data via a CSV file by mapping columns in the original file to Kafinea fields.

  • Customizable blocks

    Divide your forms into accordion blocks to group your fields.

  • Customizable dashboards

    Create your own individual dashboards and easily find the information that matters to you.

  • Customizable file naming conventions

    Set prefixes and suffixes for your document names and their incrementation.

  • Dynamic widgets

    Create your own widgets on your dashboards and visualize your data more easily.

  • Filtered views

    Create data lists with filtered views you need on a regular basis and save time.

  • Personal calendar

    Add one-off or recurring activities and tasks to your personal Kafinea calendar and keep control of your schedule.

  • Priority filtering

    Define a priority level for each record to make it easier to deal with emergencies.

  • Record follow-up

    Be notified when a record you are monitoring is updated by one of your colleagues.

  • Records duplication

    Duplicate any record in one click.

  • Sending email

    Send an email to a prospect, customer, supplier or colleague in just one click from their record.

Related pages

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