OptimaDESK

OptimaDESK is a simple, effective service request management solution.

Features
Plans
FAQ

Why OptimaDESK?

OptimaDESK logo

Functionally Specific

The solution is focussed on providing a platform to manage service requests, without including other unnecessary features and functionality.

Cost Effective

The simplicity and focussed functionality of the solution mean that you only pay for a service request platform and not other unused functionality.

Personalisable

The solution can be personalised to your needs, to fit with the internal and external branding needs of your business.

Dedicated Service

A standalone service is provided to satisfy your business's requirements and the solution is not shared with other clients.

OptimaDESK Features

Customer Portal

  • Profile

    Every customer registered on the portal will have a personal profile, where they can store their contact details, set their preferences and update their password.

  • New Tickets

    Customers can log new tickets on the OptimaDESK Customer Portal, either as an unregistered or a register customer , depending on how the platform is configured.

  • Ticket Status

    Customers can check the status of the tickets they have logged, respond to support team replies and update, close or re-open tickets.

  • Knowledgebase

    Answers for Frequently Asked Questions can be made available in the Knowledgebase of the portal to provide self-help answers for internal or external customers to more common issues.

OptimaDESK Customer Portal
OptimaDESK Customer Portal Profile
OptimaDESK Customer Portal New Ticket
OptimaDESK Customer Portal Ticket Status
Customer Portal Ticket Details

Agents

OptimaDESK Agent Profile Account
OptimaDESK Agent Profile Preferences
OptimaDESK Agent Profile Signature

  • Profile

    Each Agent has a profile where unique preferences, such as enabling two-factor authentication, timezone and language preferences, ticket view settings and email signatures can be configured.

  • Departments

    Tickets are routed through Departments. Each Department can have a Department Manager, a specific SLA and Schedule, a default email address, sub-departments and certain access permissions for Agents in that Department.

  • Teams

    Agents from various Departments can be assigned to a Team, which addresses tickets for a specific issue or Help Topic.

  • Roles

    To grant Agents access permissions to Departments, Roles can be configured with several role permissions, for example create, edit, refer, close or delete, for both Tickets and Tasks.

Tickets

  • Ticket Filters

    Incoming tickets can be routed and actions can be triggered by using Ticket Filters. Actions like rejecting tickets, assigning tickets to departments or agents and sending auto responses can be fully automated.

  • Assign, Transfer and Referral

    Tickets can be assigned to a specific agent or team of agents, or tickets can be transferred between departments. When referring tickets, view-only access can be maintained for transferred or re-assigned tickets.

  • Auto Responder

    The Auto Responder can be configured to send automatic replies for incoming tickets. The automated replies can be populated with information from the ticket to personalise the outgoing response, as well as customised for each department.

  • Help Topics

    Help Topics ensure incoming tickets are routed to exactly the right department, have the appropriate priority level set, have the correct SLA applied and that adequate information is received so that the ticket can be swiftly resolved.

OptimaDESK Ticket Filters
OptimaDESK Ticket Reassigning
OptimaDESK Ticket Transfers
Ticket Help Topics

Tasks

OptimaDESK Tasks
Tasks Reassigning
Tasks Collaborators

  • Ticket Tasks

    One or more tasks can be linked to an open ticket and assigned to a department and/or an agent. Tickets with linked tasks can only be closed once all linked tasks are closed.

  • Standalone Tasks

    Agents can create standalone tasks, that is tasks which are not linked to a ticket. Task visibility is set by department and/or agent and due dates can be set to help with task tracking.

  • Task Assignment

    New tickets can be assigned to a department and/or an agent and existing tasks can be transferred and re-assigned, while maintaining referral access for the original department or agent/team.

  • Collaborators

    External users, for example customers, can be added to tasks as collaborators. Collaborators will then get notified of task updates, although they don't have access to the task (nor the linked ticket) in the OptimaDESK portal.

Advanced Configuration

  • Service Level Agreements

    Different SLA's can be configured, using customisable schedules and grace periods, to track tickets and ensure there is escalation for overdue tickets. Specific SLA's can be created for and linked to departments and/or help topics.

  • Email

    Unlimited email accounts can be configured to receive incoming emails, which are converted to tickets, as well as to send outgoing emails such as ticket responses and alerts. There are pre-configured email templates available but customisaed templates can also be setup.

  • Plugins

    Various plugins are available for OptimaDESK, such as OAuth2 Authentication, Two-Factor Authentication, Audit Log, Password Policy, LDAP & Active Directory, Attachment Storage on the Filesystem and HTTP Pass-Through.

Service Level Agreements
Email Templates
OptimaDESK Plugins

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OptimaDESK Plans

Starter
Plan

200R

monthly

  • 1 Agent
  • 1 Admin
  • Domain included
  • 25Gb Storage
  • 1Tb Transfers pm
  • 2Mb Attachment size (max.)
  • SSL certificate
  • No plugins

Basic
Plan

800R

monthly

  • 3 Agents
  • 1 Admin
  • Domain included
  • 50Gb Storage
  • 2Tb Transfers pm
  • 4Mb Attachment size (max.)
  • SSL certificate
  • 4 Plugins

Standard
Plan

3000R

monthly

  • 10 Agents
  • 3 Admin's
  • Domain included
  • 80Gb Storage
  • 4Tb Transfers pm
  • 8Mb Attachment size (max.)
  • SSL certificate
  • 7 Plugins

Order button

Need more than a Standard plan?

A custom plan can be put together for businesses wanting more than a Standard plan. Provide some details of your custom plan requirements and we’ll be in contact.

Request Custom Plan

Want a demo?

Arrange a demo where you can see the solution in action and get answers to your questions about the solution.

Request Demo

Frequently Asked Questions

Subscriptions are month-to-month with a 30-day notice.

Subscriptions are paid in advance each month using the selected payment method when signing up.

No, the platform can be used immediately but initial configuration would be necessary to suit your needs.

Yes. Configuration does not require any coding or technical skills, but it is essential to understand the business processes associated with managing service requests.

OptimaBSC provides setup & configuration services, assists with ad-hoc customisation and provides user training. Contact us to find out what service package best fits your needs.

No, each client's platform is run on a separate server.

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