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DiamanteDesk REVIEW

Help Desk & Ticketing Software

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USER SATISFACTION N/A
OUR SCORE 8.0

What is DiamanteDesk?

DiamanteDesk is a free open-source customer ticket support desk aimed at companies and organizations that are looking for a customer support platform to meet their unique needs, requirements, and workflows but scalable and flexible enough to allow them to make the necessary adjustments when needed. As an open-source platform, DiamanteDesk can be tailored and configured by developers, allowing for easy and quick customizations and extra development.

DiamanteDesk comes with all the features expected from a basic ticket support system. That said, the open-source ticket support system is built on modern technology stack (PHP, Symfony, Oro Platform, Bootstrap) that offers high reliability and extensibility as well as the flexibility and scalability needed to address varying customer needs and shifting industry requirements.

Overview of DiamanteDesk Benefits

DiamanteDesk is designed to streamline the ticket support process by assigning tickets to the most qualified support agent or department. Once a ticket is submitted by the customer, DiamanteDesk automatically sends the ticket to the responsible department, agent, employee, or resource for the quick and appropriate action. With its open-source design, users are able to customize DiamanteDesk based on their business workflows and logic and unique company processes.

Because tickets are submitted to and handled by the right departments and/or agents, issues are quickly addressed and acted on. This results in quicker response time, decreased average waiting time, lower average handling time, and better customer satisfaction. On top of that, DiamanteDesk bridges both customer and support agent through a communication feature within the same channel, making interaction possible.

All support tickets are stored and organized in a very systematic way. They can be accessed for further analysis, helping management identify and address weak areas, determine customer issues with their products and services, discover customer expectations, recognize opportunities and make the most of them.

Customer support requests stream from a variety of channels and getting them organized can be a difficult task, to begin with. DiamanteDesk provides you with a platform that centralizes all your support tickets regardless of their source. Whether they come through email, Facebook, Twitter, SMS, phone calls, and others, DiamanteDesk helps you work on them easily from a single location and initiate reverse communication through the same channel.

Overview of DiamanteDesk Features

  • Open-Source
  • Built on modern and most prospective technologies
  • 3rd Party Integrations
  • Full System Control via API

What Problems Will DiamanteDesk Solve?

1) You are using one of popular SaaS solutions. It integrated with your web store and support managers can see purchased items in customers’ profiles, so when they receive a complain they definitely know to which product it relates. But what if you offer different warranty conditions for different products. It would be great if warranty information also was available in the customer profile in your help-desk system. So you need to customize your support system. And SaaS solutions don’t allow you to implement such simple feature. So each time when support manager receives customer request and he or she has to check warranty conditions, it requires to leave support system and search for this information in store’s admin panel. DiamanteDesk allows implementing such customizations.

2) A company was using a popular help desk software to provide customer support. However, the software had serious limitations and did not allow them to add a single column to tickets grid. With DiamanteDesk, the said company was able to develop a custom support tool that lets them go over issues that they had with their previous support software.

3) You are running your own hosting platform. It was developed from scratch so there isn’t appropriate integration with any of SaaS help-desk systems, so you have 2 options: to develop ticketing system from scratch or use DiamanteDesk – Open Source system that can be seamlessly integrated with your hosting platform.

Awards & Quality Certificates

DiamanteDesk Position In Our Categories

Position of DiamanteDesk in our main categories:

200

DiamanteDesk is one of the top 200 Customer Support Software products

200

DiamanteDesk is one of the 200
Customer Support Software products


DiamanteDesk is also listed in the following subcategories:

Category:Position:Category:Position:
Help Desk & Ticketing Software#29
Category:Position:
Help Desk & Ticketing Software#29

It is crucial to note that hardly any service in the Customer Support Software category is going to be an ideal solution able to fulfill all the goals of all company types, sizes and industries. It may be a good idea to read a few DiamanteDesk reviews first as some services can excel exclusively in a very narrow group of applications or be created with a very specific type of industry in mind. Others may operate with an idea of being easy and intuitive and therefore lack advanced features needed by more experienced users. You can also find apps that support a broad group of customers and give you a complex feature base, however this frequently comes at a more significant price of such a solution. Make sure you're aware of your requirements so that you pick a service that offers all the features you look for.

How Much Does DiamanteDesk Cost?

DiamanteDesk is a free open-source support software. Contact the vendor for their enterprise pricing details and other information.

User Satisfaction

We realize that when you make a decision to buy Help Desk & Ticketing Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and DiamanteDesk reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with DiamanteDesk. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

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NEGATIVE SOCIAL MENTIONS

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Technical details

Devices Supported
  • Windows
  • Mac
  • Web-based
Language Support
  • English
Pricing Model
  • Free
Customer Types
  • Small Business
  • Medium Business
  • Freelancers
Deployment
  • Open API

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • TICKETS

What are DiamanteDesk pricing details?

DiamanteDesk is a free open-source support software. Contact the vendor for their enterprise pricing details and other information.

What integrations are available for DiamanteDesk?

DiamanteDesk integrates with the following business systems and applications:

  • OroCRM
  • Salesforce
  • Sugar CRM
  • Magento
  • Wordpress
  • PrestaShop
  • Shopify
  • eBay
  • Amazon
  • Jira
  • YouTrack
  • Redmine
  • Basecamp

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