Tickets

Pick the winning ticket for your customer service.

Do your customers’ hassles and issues stay on hold when your assistants are on paid leave? Not with Kafinea.

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Simplified management

Sort your tickets clearly and in an organized way

Link incoming tickets to other records in the software related to those tickets, so you can filter them and find them more easily.

For example, you can indicate that a ticket is linked to a customer account, a contact at that customer, a specific product, a particular service contract, an ongoing project, etc.

Workflow routing

Automate the routing of requests to the right teams

With Kafinea workflows, incoming tickets can be automatically assigned to a team based on their nature, the product concerned, the type of customer behind the request, and much more.

Save time by letting your ERP route tickets to the employee or team that will be able to respond as quickly as possible. Increase customer satisfaction and reduce stress for your teams.

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Submission via the customer portal

Offer your customers a dedicated space

Open extranet access for your customers and give them the ability to submit tickets and track their progress via the customer portal.

No more hiding: your customers know you are on it, feel reassured, and contact you less. Everyone wins!

Conversion to FAQ

Anticipate your customers’ questions

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

Reduce the number of requests and give yourself time to address the truly major issues.

Automation in the service of tickets

  • AI Assistant for Text Fields

    Automatically summarize, expand, rephrase, or correct your textual content to gain precision and fluidity.

  • AI Prompt

    Use AI in Kafinea workflows to understand a situation and automate actions.

  • AI-powered advanced search

    Benefit from intelligent search that goes beyond semantics, understands the meaning of your queries, and provides relevant results.

  • AI-Powered Automations

    Integrate AI prompts into your workflows to automate calculations, analyses, and decision-making based on your ERP data.

  • Autonomous AI Agents

    Entrust complex missions to intelligent agents who break down tasks, execute them in the necessary order, and continuously adapt their actions.

  • Customizable workflows

    Create your workflows to automate record creation, field updates, email sending, and much more.

  • Interactive AI Chatbot

    Ask questions about the data you have access to and receive instant answers, in text, tabular, or graphical format.

  • MCP Server for External AI

    Connect external artificial intelligence to Kafinea to enhance your automated processes and expand your capabilities.

  • 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

    Configure periodic email delivery of a report in table or chart format.

  • Web forms

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

  • Webhooks

    Send data to other platforms regarding an event that has just occurred.

Advanced ticket management features

  • Advanced per-user access rights

    Choose which actions are allowed or which information is visible for each user, down to the field level.

  • Comments with Attachments

    Share information and documents between collaborators via the Comments block in Kafinea records.

  • Customizable fields

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

  • Dependent Picklists

    Establish a relationship between two picklists, enabling the choices in one to dynamically adjust based on the selection in the other.

  • Dynamic and Customizable Email Templates

    Easily create your own dynamic email templates using shortcodes.

  • Dynamic and customizable PDF templates

    Design as many dynamic PDF templates as desired using shortcodes.

  • Filtering records by tag

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

  • Relational tabs

    Switch from one record to another related record in one click via relational tabs.

  • Reports and Charts

    Visualize real-time key information from your chosen module via tabular and graphical reports.

  • Send SMS

    Send a text message to a prospect, customer, supplier, or collaborator with one click.

Basic ticket management features

  • CSV Data Import

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

  • Custom naming sequences

    Set the prefixes and suffixes for your document names and their incrementing.

  • Customizable blocks

    Organize your records into accordion blocks to group your fields.

  • Customizable dashboards

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

  • Dynamic Widgets

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

  • Filter tickets by priority

    Set a priority level for each ticket to make it easier to handle urgent requests.

  • Filtered views

    Create data lists with filtered views that you require on a regular basis.

  • Illustration Images

    Illustrate your listings with an image for easier identification within your interfaces.

  • Personal Calendar

    Add one-time or recurring activities and tasks to your Kafinea calendar and manage your schedule.

  • Record duplication

    Duplicate a record in one click.

  • Record Tracking

    Be notified of updates to a record you follow, resulting from an action by a colleague or an automation.

  • Sending Emails

    Send an email to a prospect, customer, supplier, or collaborator with one click.

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