Destekio

A concept that brings support tickets, team assignments and a knowledge base together.

What is Destekio?

For support teams that want to get customer questions out of a pile of emails and into something they can track.

Destekio is a help desk system that brings customer support tickets, team assignments and a knowledge base together. Emails, form submissions and phone calls become numbered tickets that are resolved in turn.

A support specialist starts the day with the tickets assigned to them that are close to their deadline. For common questions they attach the relevant knowledge base article to the reply, and they escalate tickets they cannot solve to second-level support.

What it offers.

Click a topic for details.

Ticket management

Each ticket is recorded with a number, priority, category and status. Response and resolution times are tracked against target times.

Team assignment

Tickets are assigned to specialists by category or in rotation, and handed to another team when needed. Managers see the open ticket load per specialist.

Knowledge base

Common questions and solution steps are written up as articles. Articles are used on the public help page and in the specialists' reply screen.