Defenzelite
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Your Success
That's Our Business

Offerings

Grahak Helpline - Customer Support & Helpdesk Ticketing System

  • Centralized Ticket Management
  • Faster Issue Resolution
  • Multi-Channel Support Integration
  • Automated Ticket Assignments
  • Real-Time Customer Communication
  • Self-Service Knowledge Base
  • Detailed Analytics and Reporting
  • Scalable for Growing Teams
  • Customizable Workflows
  • Enhanced Customer Satisfaction

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Have urgent requirement? Call now

How to get it?

1

Consult with Experts

We assess whether our existing products meet your needs.
2

Customization

Tailor our offerings to align with your requirements and workflow.
3

Go Live

Deploy your solution on your domain it will drive your business forward.
4

Business Partnership

We partner with you to ensure continuity & upability of your business

Explore the Key Panels

Admin

Streamline support operations, manage tickets, and track customer issues effectively with the Admin interface. Enhance service delivery with ease.

User

Submit support requests and track ticket status effortlessly using the User interface. Enjoy fast resolutions and an improved customer experience.

Discover the Value You Gain

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    Multi-Channel Support

    Centralize customer interactions across email, chat, phone, and social media for seamless communication.

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    Ticketing System

    Efficiently log, track, and prioritize inquiries to streamline quick issue resolution & enhance customer satisfaction.

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    Automated Ticket Creation

    Convert customer messages into support tickets automatically for faster response.

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    Customizable Ticket Options

    Personalize ticket fields to collect specific details related to customer issues and queries.

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    Knowledge Base

    Provide customers with self-help articles, FAQs, and troubleshooting guides.

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    Live Chat Support

    Offer real-time chat for quick and personalized customer assistance.

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    Help Desk Automation

    Use workflows to automate ticket assignments, follow-ups, and task notifications.

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    SLA Management

    Monitor service level agreements to ensure timely responses and issue resolution.

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    Agent Collision Detection

    Prevent multiple agents from handling the same ticket simultaneously.

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    Competency-Based Routing

    Automatically assign tickets to agents with relevant expertise for faster solutions.

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    Customer Context

    Access customer interaction history to deliver personalized support experiences.

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    Audit Logs

    Maintain records of ticket changes to ensure Clarity & Integrity.

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    Mobile App Access

    Manage tickets and respond to customers through a mobile app for on-the-go support.

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    Community Forums

    Encourage user discussions and peer-to-peer support on shared challenges.

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    Feedback Collection Tools

    Gather customer satisfaction feedback through post-ticket resolution surveys.

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    Customizable Dashboards

    Allow agents to track performance metrics and ticket status at a glance.

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    Reporting and Analytics

    Generate reports on response times, resolution rates, and agent productivity.

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    Integration Capabilities

    Integrate with CRM, eCommerce, and collaboration tools to expand functionality.

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    Macros for Quick Responses

    Use pre-written replies for frequently asked questions to save time.

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    Synchronous Collaboration

    Enable agents to leave internal notes and discuss tickets with teammates instantly.

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    Language Flexibility

    Offer customer service in multiple languages for global accessibility.

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    Chatbot Integration

    Use AI bots to handle common queries and triage tickets for agents.

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    Issue Escalation Procedures

    Define workflows to route complex issues to higher-level support.

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    Custom Views for Agents

    Let agents organize tickets by priority, status, or category for better focus.

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    Ticket Sharing Between Teams

    Enable seamless collaboration by sharing tickets across departments.

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    Searchable Ticket History

    Access a searchable database of past tickets for reference and insight.

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    User Permissions

    Define access levels and permissions for agents based on roles.

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    CSAT Surveys

    Automatically send satisfaction surveys after resolving tickets to measure service quality.

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    Social Media Integration

    Handle customer interactions from platforms like Facebook and Twitter directly.

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    Session Replay Tools

    View session recordings to diagnose and resolve technical issues effectively.

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    Email Integration

    Sync customer emails for centralized support communication tracking.

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    Task Assignment

    Assign ticket-related tasks to team members for organized resolution.

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    Custom Tickets

    Create templates for recurring issue types to simplify ticket creation.

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    Real-Time Update

    Notify agents and customers about updates, responses, or status changes.

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    Performance Metrics Tracking

    Monitor key metrics like resolution time and agent workload.

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    Simplified User Experience

    Simplify navigation for both agents and customers with intuitive design.

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    Customer Profiles

    Maintain profiles with interaction history to personalize support.

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    Custom Reports

    Build custom reports to analyze specific performance areas.

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    Ticket Prioritization

    Rank tickets by urgency or complexity for efficient resolution.

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    Self-Service Portal

    Let customers submit tickets, track statuses, and find answers independently.

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    Integration with Analytics Tools

    Connect with platforms like Google Analytics to measure support efficiency.

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    Ticket Status Updates

    Notify customers of ticket updates via email or SMS.

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    Customizable Email

    Personalize email templates for various stages of the support process.

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    Data Encryption

    Secure sensitive customer data with robust encryption protocols.

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    Recurring Issues Tracking

    Identify patterns in frequently reported problems for proactive management.

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    24/7 Support Availability

    Provide continuous support through automated systems or live agents.

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    Historical Data Analysis

    Use past data trends to improve future service strategies.

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    Social Media Monitoring

    Monitor social media for potential issues and respond proactively.

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    Software Updates

    Roll out regular updates to stay aligned with industry standards and user needs.

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    Agent Load Balancing

    Distribute tickets evenly across agents to optimize workloads and minimize delays.

Pricing

Onetime Purchase

Rs. XX,XX,XXX


  • Lifetime update
  • Permitted for 1 domain
  • 12 months technical support
  • Priority support (1 business day)
  • Free installation (cpanel)

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