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DiamanteDesk Review

DiamanteDesk
Our score: 8.0 User satisfaction: N/A

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

This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.
An award given to products that have recently entered the market but are already becoming very popular

DiamanteDesk Position In Our Categories

Keeping in mind businesses have distinct business demands, it is only reasonable they steer clear of seeking a one-size-fits-all, “perfect” software. Be that as it may, it is troublesome to try to chance on such an app even among popular software products.
The correct thing to undertake can be to tabulate the various essential factors which entail deliberation including critical features, price terms, technical skill capability of staff members, organizational size, etc. Next, you must do the research systematically. Go over some of these DiamanteDesk reviews and explore each of the software products in your list in detail. Such detailed research ensure you avoid poorly fit applications and choose the one that meets all the tools you require company requires.

Position of DiamanteDesk in our main categories:

TOP 200

DiamanteDesk is one of the top 200 Customer Support Software products

DiamanteDesk is also listed in the following subcategories:

Companies have different needs and requirements and no software solution can be ideal in such a condition. It is futile to try to find a perfect off-the-shelf software system that fulfills all your business needs. The smart thing to do would be to modify the solution for your unique needs, worker skill levels, budget, and other aspects. For these reasons, do not hurry and invest in well-publicized leading systems. Though these may be widely used, they may not be the perfect fit for your specific needs. Do your groundwork, look into each short-listed platform in detail, read a few DiamanteDesk Help Desk & Ticketing Software reviews, contact the seller for explanations, and finally settle for the application that provides what you require.

How Much Does DiamanteDesk Cost?

DiamanteDesk Pricing Plans:

Free Trial

DiamanteDesk

Free

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

User Satisfaction

Positive Social Media Mentions 0
Negative Social Media Mentions 0

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.

Technical details

Devices Supported

  • Windows
  • Mac
  • Web-based

Deployment

  • Open API

Language Support

  • English

Pricing Model

  • Free

Customer Types

  • Small Business
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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What are DiamanteDesk pricing details?

DiamanteDesk Pricing Plans:

Free Trial

DiamanteDesk

Free

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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Reviewed By Nestor Gilbert
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