CATAMA Ticket System
Support Desk
The CATAMA Support Desk is your central solution for efficient customer service management. Seamlessly integrated into your CATAMA installation, it offers all the features you need for modern and professional support.
CATAMA Support Desk
Central ticket management
The support desk automatically retrieves emails from your IMAP mailbox and creates tickets from them. Replies are added as comments to the existing ticket, creating a complete communication history. Your employees can reply directly from the system without having to switch between different programs.
Flexible Kanban board
Organize your tickets visually on a clear Kanban board. Move tickets between status columns using drag and drop and keep track of their progress at all times. Ideal for agile teams that need to react quickly.
Customer portal for self-service
Your customers will have access to a dedicated portal where they can:
- Can create new tickets
- View the status of your requests
- Responding to answers and providing further information
- View a complete history of all tickets
- Upload and exchange files
The portal relieves the burden on your team, as customers can independently submit requests and track the processing status – without phone calls or additional emails.
CATAMA Support Desk
Well-designed automation
SLA Management
Define Service Level Agreements (SLAs) for different priority levels. The system automatically monitors response and resolution times and alerts you to impending breaches. This helps you meet your quality commitments and keep track of critical tickets.
Text snippets for faster answers
Create reusable canned response templates for frequently asked questions. Your employees can insert these with just a few clicks or using keyboard shortcuts, saving valuable time when handling standard requests.
Intelligent assignment
Tickets are automatically assigned to the correct team or employee based on category, priority, or customer assignment. Bulk actions allow for the simultaneous processing of multiple tickets, for example, for mass assignments or status updates.
Comprehensive overview and reporting
The dashboard provides a real-time overview of all key performance indicators:
- Number of open, closed, and overdue tickets
- Distribution by status and priority
- Unassigned tickets that require attention
- Tickets awaiting customer feedback
- Personal ticket overview for each employee
Detailed reports help you analyze the performance of your support and identify potential areas for optimization.
Perfect CATAMA integration
The support desk is seamlessly integrated into your existing CATAMA installation:
- CRM integration: Tickets are automatically linked to customer data from the CATAMA CRM.
- Uniform design: The system integrates perfectly into the CATAMA surface.
- Rights management: Use the existing user management and group rights.
- Branch management: Multi-branch capable for companies with multiple locations
- No extra costs: Use your existing CATAMA infrastructure
Features in detail
Ticket Management
- Automatic ticket numbering
- Categorization and tagging
- Priorities (Low, Normal, High, Urgent)
- Flexible status workflows
- Due dates and reminders
- Attachments and file management
- Full ticket history
- Internal notes for team communication
communication
- Bidirectional email integration (IMAP/SMTP)
- Automatic email-to-ticket conversion
- Threading: Answers are automatically assigned
- HTML emails with individual branding
- Email templates for all occasions
- Automatic notifications
Customer management
- Self-service portal for end customers
- Secure login with password protection
- Linking with CATAMA CRM customers
- Ticket overview for customers
- Customers can upload comments and attachments
Team Features
- Role system: Support administrator and support agent
- Personal Dashboards
- Ticket assignment to employees or teams
- Internal notes (not visible to customers)
- Bulk actions for mass processing
- Activity history: Who changed what and when?
Security and data protection
The support desk was developed with the highest security standards:
- Encrypted password storage
- Secure email connections (TLS/SSL)
- Separate access rights for employees and customers
- GDPR-compliant data storage
- Spam protection through email filters
- Audit trail for all changes
Benefits for your company
For your support team
- Centralized management of all requests in one location
- No more lost emails
- Faster processing through text modules
- Clear responsibilities and workflows
- Reduced time expenditure through automation
- Improved teamwork through shared information
For your customers
- Transparency: Status view at any time
- Self-service: Create tickets independently
- Faster response times
- Complete communication history
- Easy file sharing
- Professional appearance
For your management
- Measurable service quality
- Optimized resource utilization
- Higher customer satisfaction
- Reduced support costs
- Scalable with increasing ticket volume
- Compliance with service level agreements
Typical use cases
Technical support
Manage technical inquiries, bug reports, and maintenance requests in a structured manner. Prioritize critical issues and ensure no ticket gets lost.
Customer service
Answer product inquiries, complaints, and general questions efficiently. Use pre-written text modules for frequently asked questions and offer your customers first-class service.
Sales inquiries
Systematically capture incoming inquiries and ensure fast response times. No more leads are lost because an email was overlooked.
Internal Support
Use the system for internal inquiries, complaint processing, warranty tracking, facility management, or HR matters. Its flexible configuration adapts to your needs.
