Pick the winning 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 retrieve them more easily.

For example, you can indicate that a ticket is linked to a customer account, a customer contact, a particular product, a certain 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 an extranet access to your customers and offer them the possibility of submitting tickets and tracking their processing via the customer portal.

No more secrecy: your customers know you're on the case, so they're reassured and don't need to call on 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

  • Autonomous AI agents

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

  • REST API

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

  • AI assistant on text fields

    Have your textual content automatically synthesized, lengthened, reformulated or corrected for greater precision and fluidity.

  • AI-powered automation

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

  • Interactive AI chatbot

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

  • Connected web forms

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

  • Reminder notifications

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

  • AI Prompt

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

  • Scheduled reports

    Set up the periodic emailing of a tabular or graphical report.

  • Advanced AI search

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

  • MCP server for external AI

    Connect external artificial intelligences to Kafinea to enrich your automated processes and extend your capabilities.

  • Webhooks

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

  • Customizable workflows

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

Advanced ticket management features

  • Customizable fields

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

  • Comments and attachments

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

  • Sending SMS

    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 come from different modules.

  • Advanced access rights management

    Choose which actions are feasible or which information is visible to a group of users, down to the smallest field.

  • Dynamic PDF templates

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

  • Relational tabs

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

  • Dependent picklists

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

  • Reports and charts

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

  • Dynamic email templates

    Create your own dynamic email templates easily using shortcodes.

Basic ticket management functions

  • Add images to records

    Illustrate your records with an image to make them easier to identify.

  • Customizable blocks

    Organize your records into accordion blocks to group your fields.

  • Personal calendar

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

  • Record duplication

    Duplicate a record with one click.

  • Send email

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

  • Filtering by priority

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

  • CSV import

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

  • Customized naming sequences

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

  • Record tracking

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

  • Customizable dashboards

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

  • Filtered views

    Create the data lists with filtered views you need on a regular basis.

  • Dynamic widgets

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

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Unleash your company's potential now.

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