Name: DiamanteDesk
Price: 49 USD
Author: Eltrino

Help Desk

Web and Video Conferencing

Customer Support

AI Code Generation

Accessibility Testing

Development

Classroom Management

Virtual Classroom

Education

Business Intelligence (BI)

Collaboration

Data Extraction

Emissions Management

Integrated Workplace Management (IWMS)

Intellectual Property (IP) Management

Risk Management

Enterprise

Accounting

Digital Banking

Nonprofit Accounting

Treasury Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printing

Authorization

Cloud Storage

Configuration Management

Data Collaboration

Fraud Detection

Game Engine

IP Address Management (IPAM)

Integration Platform as a Service (iPaaS)

IoT Security

LAN Switches

License Management

Network Performance Monitoring

Network Security

Open-Source Database

Operating Systems

SOA Governance

Service Desk Outsourcing

Single Sign-On

Vendor Risk Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Appointment Scheduling

Audience Intelligence

Content Experience

Content Management

Customer Journey Mapping

Email Marketing

Influencer Marketing

Market Research

Marketing Automation

Social Media Management

Survey & Forms Building

Text to Speech

Video

Video Marketing

Web Analytics

Marketing

Meeting Room Booking

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Performance Management

Social Commerce

Sales

Virtualization Security

Security

Agriculture

Banking

Donor Management

Equipment Rental

Rental Property Management

Vertical-Specific

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DiamanteDesk is a free, open-source help desk solution designed to enhance the quality of customer care. According to the vendor, it provides businesses with a ticketing system that efficiently manages and responds to customer support requests, aiming to elevate their customer service. DiamanteDesk is specifically tailored for small to medium-sized businesses and is widely used by e-commerce companies, software development firms, IT service providers, customer support teams, and retail businesses.

## Key Features

**Open Source**: DiamanteDesk is an open-source help desk solution that gives users complete control over the system and its code base. According to the vendor, this allows for easy customizations, additional development, and integrations, as well as the ability to foster a strong community around the product.

**Modern Technologies**: DiamanteDesk is built using modern and advanced technologies such as PHP 5, Symfony2, OroPlatform, Bootstrap, HTML5, and CSS3. These technologies are claimed to ensure high reliability, flexibility, scalability, and extensibility of the software.

**Deep Integrations**: DiamanteDesk offers seamless integrations with various CRM systems, eCommerce solutions, and bug-tracking/project management tools. According to the vendor, these integrations facilitate smooth data exchange and collaboration between different platforms.

**API Control**: DiamanteDesk provides full control of the system through its API (Application Programming Interface). The vendor states that this enables users to integrate the help desk software with other applications and systems, allowing for data synchronization and automation.

**Customizable Fields**: DiamanteDesk allows businesses to create custom configurable fields for tickets, enabling them to capture specific information and tailor the ticketing system to their unique requirements, as per the vendor.

**Permissions Management**: DiamanteDesk offers granular permissions management for branches and tickets, empowering users to restrict CRUD operations to specific branches or tickets, ensuring data security and privacy, according to the vendor.

**Embedded Ticketing Forms**: DiamanteDesk supports the embedding of ticketing forms for external systems, enabling businesses to seamlessly integrate the help desk software into their websites or applications, providing a unified support experience for customers, as claimed by the vendor.

**Customer Front-End**: DiamanteDesk provides a customizable customer front-end interface, allowing users to modify the columns in the ticket grid, assign customers to specific branches, create and manage sub-users, and enable registration and login via social networks, according to the vendor.

**Call-Center Interface**: DiamanteDesk offers a dedicated call-center interface designed to streamline communication and ticket management, providing call center agents with a focused workspace, as per the vendor.

**Social Networks Integration**: DiamanteDesk integrates with popular social networks, enabling businesses to receive and respond to customer support requests from platforms such as Twitter, Facebook, LinkedIn, and Gmail, helping companies stay connected with customers across multiple channels, according to the vendor.

Basic

365Ticketing

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

Vivantio

DiamanteDesk

Help desk software provides a centralized system for managing customer and employee support requests. It streamlines communication and ticket management, enabling support teams to resolve issues much more efficiently. In addition, Help desk platforms offer features such as automation, self-service portals, and advanced analytics to optimize the support workflow and enhance user satisfaction. Explore different help desk software products by reading our user reviews and comparing features to find the best fit for your team.

Eltrino

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

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DiamanteDesk

Overview

What is DiamanteDesk?