Customer support and SLA management platform (service desk)
Aramesh is Niadad's service desk platform for customer support, ticketing and SLA management across channels.
- Governance & Operations
- Niadad
- Live
Problem
Requests from customers and users arrive by phone, email, messaging apps and branches and get lost in different places. Nobody knows which request has passed its deadline, SLA commitments cannot be measured, and the same answers are written again and again.
Platform overview
Aramesh is Niadad's service desk: every request from every channel becomes a ticket with a category, priority, owner and deadline, tracked through to closure. SLA commitments are defined per service and customer and raise warnings before a breach; a knowledge base and prepared answers shorten handling time.
Key capabilities
Multi-channel ticketing
Takes requests from email, phone, portal, messaging apps and API into one queue.
SLA management
Defines response and resolution targets per service and customer and monitors them continuously.
Routing and escalation
Sends tickets to the right team by category and skill and escalates on delay.
Knowledge base
Provides approved solutions to agents and, through a self-service portal, to customers.
Service catalogue
Defines requestable services with forms, approval flows and their SLAs.
Reporting and satisfaction
Reports volume, handling time, SLA breaches and customer satisfaction.
Architecture
Channel gateway and ticket creation
Workflow and routing engine
SLA engine and business calendars
Knowledge base and self-service portal
Agent console
Reports and performance dashboard
Integrations
Use cases
Related platforms
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