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Specialized Specialized · Tafkiro Module

Help Desk & Support.

Tickets, SLA management, knowledge base, customer portal.

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Specialized module
Help Desk & Support
What changes

Resolves 67% of routine tickets via AI deflection before human escalation, with SLA management across enterprise contracts and root-cause analytics surfacing systemic issues.

13
Key features
3
AI capabilities
Features

What Help Desk & Support covers.

13 capabilities across 4 functional areas — all on the same database, sharing one record for every transaction, customer, and vendor.

Ticket Management
4 capabilities
Multi-channel intake
Tickets from email, web portal, phone, chat, and WhatsApp normalized to the same structure. No leads lost across channels; every contact tracked against the customer record.
Triage & routing
Auto-triage by issue type, product, customer tier, and contract entitlement. Priority assigned by rule; queue assignment without manual routing for 80% of incoming volume.
Escalation rules
Time-based escalation by severity and customer tier. Escalation triggers before SLA breach — with recommended action and alternative assignee surfaced automatically.
Ticket merging & linking
Merge duplicate tickets from the same customer; link related tickets for systemic issue analysis. Parent-child relationships for complex multi-step resolution flows.
SLA & Performance
3 capabilities
SLA management
SLA policies by customer contract, issue severity, and product line. Response, acknowledgement, and resolution clocks tracked separately with distinct escalation paths.
SLA breach prevention
Breach warnings at 50%, 75%, and 90% of the SLA window with escalation path. Breach rate dashboard by team, product, and period — visible to management in real time.
CSAT & NPS
Post-resolution satisfaction ratings sent automatically at ticket close. CSAT and NPS tracked by agent, team, product, and customer segment over rolling periods.
Knowledge & Self-Service
3 capabilities
Knowledge base
Structured article library with versioning, approval workflow, and customer portal publishing. Full-text search with relevance ranking; article effectiveness tracked by deflection rate.
AI deflection
Relevant articles surfaced at ticket submission. Deflection rate tracked per article; articles with low deflection automatically flagged for content improvement.
Customer portal
Customers submit, track, respond to, and reopen tickets without email. Full communication history visible; satisfaction rating collected automatically at close.
Analytics & Reporting
3 capabilities
Agent performance
First-response time, resolution time, tickets handled, and CSAT per agent. Team and management dashboards updated in real time — no manual reporting.
Root cause analytics
Issue patterns by product, feature, and release version. Systemic issues surface automatically when multiple tickets share a root pattern — flagged for product and engineering.
SLA compliance report
SLA compliance by customer, product, and severity — export-ready for customer quarterly business reviews and service review meetings.
Tafkiro AI

How AI works inside Help Desk & Support.

Every AI capability runs continuously in the background. Outputs surface inside your normal workflow — approvals, queues, alerts — where your team already works. Nothing to open, nothing to trigger.

/ 01
Auto-categorization
Routes incoming tickets to the right queue and assignee based on subject, source, customer tier, and interaction history — without manual triage for 80% of volume.
Example · Live output
Ticket #4821 → Product: Accounting · Severity: High · Queue: Finance Support
/ 02
Suggested responses
Drafts reply templates from the knowledge base for agent review before sending. Agent edits or approves — nothing sends automatically. Average draft acceptance rate: 67%.
Example · Live output
Draft ready: "Hi Priya, the VAT 201 generates from Reports > Tax > VAT 201..." — approve or edit
/ 03
SLA risk alerts
Flags tickets approaching SLA breach 2 hours ahead with recommended escalation path and suggested resolution action. Breach rate drops by an average of 41%.
Example · Live output
Ticket #4712: SLA breach in 2h 14m → escalating to L2 with recommended resolution path
Best fit

Where Help Desk & Support matters most.

The module ships with industry-specific defaults, report layouts, and compliance configurations for each vertical — not a generic setup you adapt after go-live.

Industry
Professional Services
Engagements · Timesheets · Billing · Utilization
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Industry
Retail (Multi-location)
POS · Loyalty · Inventory · Multi-outlet
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Industry
Trading & Distribution
Multi-warehouse · Routes · Credit · Channels
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Same platform

Modules that integrate with Help Desk.

Every module shares one database. Data posted in Help Desk & Support is immediately visible to these modules — no sync, no API bridge, no reconciliation.

Rental ManagementAgricultureField ServiceDocument ManagementContract Management
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in action?

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