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Customer service

A complete helpdesk for contact center teams

Conversations, email, tickets, calls, and customer data in one app for agents, supervisors, and account managers.

Frontline Tickets

Inbound tickets assigned to you.

Return Tickets 2My Tickets 14Unassigned 6Followed 3
DateTicket NumberContact NameCategoryProductStatusPriorityFirst ResponseTicket SLA
11 Oct 09:42Updated: 11 Oct 09:44TKT-FL-00021Rina SetiawatiDeliveryRegularOpenHigh00h:02m On Time00h:20m
10 Oct 15:10Updated: 11 Oct 08:02TKT-FL-00019 ⤴ EscalateHendra S.BillingPremiumOpenCritical00h:05m On Time26h:40m Breached
10 Oct 11:25Updated: 10 Oct 13:40TKT-FL-00017Dewi W.ReturnsRegularSolvedMedium00h:09m On Time02h:15m On Time
11 Oct 09:50Updated: 11 Oct 09:50TKT-FL-00022Andi PratamaProductRegularNewLow00h:04m00h:04m

Tickets · Frontline & Escalation

Tickets with SLA and Escalation

  • Manage customer complaints and requests through an integrated ticketing system with priority settings, service time targets (SLA), escalation up to 3 levels, and email alerts when an SLA is breached.
  • The full interaction history and handling process are recorded automatically, so every ticket can be monitored and followed up until it is resolved.
Email

Incoming email, grouped into conversations.

Inbox 18SentDraftStarred
FromSubjectStatus
Hendra S.hendra@contoh.idRe: September billAWAITING REPLY
Maya L.maya@contoh.idTax invoice requestREPLIED
Budi K.budi@contoh.idDistributor partnershipFORWARDED

Conversations · Email

All Your Email, Easier to Manage

  • Manage customer email in one place, from receiving and replying to forwarding messages to the right team.
  • Comes with templates, signatures, and ticketing integration to make coordination and status tracking easier.
R
Rina Setiawati
Sari · 02 Oct 2026 10:12
+ Create TicketBookView
CallWhatsAppEmail
Ticket listChatEmailCallAppointment

Contact

All Customer Information in One Profile

  • All customer information and interaction history from every channel is stored in one integrated profile.
  • Comes with flexible contact data management and agent assignment, so your team can understand customer needs and deliver faster, more personal service.
Softphone—
D
Dewi W.0812 •••• 2210
04:12 REC
MuteHoldKeypadTransfer
Set call status
End call

Call · Softphone

Handle Calls Right from the Browser

  • Handle incoming and outgoing calls without any extra phone hardware.
  • The Kontakami softphone comes with mute, hold, recording, call transfer, conferencing, and logging of call outcomes and callback scheduling.
Live Monitor

Live calls in your team. Supervise with Listen, Whisper, or Barge.

Live
AgentCustomerDirectionDurationSupervise
SariDewi W.0812 •••• 2210Inbound04:12Listen
BayuGuest0857 •••• 1180Outbound01:37Whisper

Supervisor · Live Monitor

Monitor and Improve Service Quality in Real Time

  • Supervisors can monitor calls in progress with Listen, coach agents privately with Whisper, or join the conversation with Barge.
  • Comes with real-time agent status monitoring to support team performance and maintain customer service quality.
Script

Conversation guides available to you.

foreign transfer feeSearch✨ Answer
PDF Account Services SOP › Overseas transfers"Foreign transfer fees depend on the destination currency and are deducted from the balance…"Open PDF · p. 12match 0.82
✨ Answer composed by AI from scriptsForeign transfer fees follow the destination currency and are deducted from the account balance. (Account Services SOP, p. 12)

Script

The Right Information, Powered by AI

  • Make it easy for agents to access company guides and documents.
  • AI helps find relevant information and compose answers based on official sources, so customers get faster and more consistent responses.
Internal Chat
RRudiSPV

Please check ticket TKT-FL-00019

2
BBayuAgent

On it, I've followed up

LLinaAM

Is this week's recap ready?

Internal Chat

More Effective Team Chat in One App

  • Make communication and coordination between agents, supervisors, and management easier with integrated internal chat.
  • Discuss customer needs, share documents, and coordinate follow-ups without switching apps.

Names, numbers, and figures in all screens are sample data.

Other products

Explore the other modules

InboundIncoming calls, AI Voice, web calls, video calls, chat, and social mediaLearn more →AIAI Agent, AI Voice & Robocall, AI QA Scoring, AI QueryLearn more →OutboundPredictive dialer, marketing campaigns, broadcast, data managementLearn more →Analytics & qualityDashboards, ticket reports, CSAT, Voice of Customer, WFMLearn more →OperationsAppointments, team & settings, and APIsLearn more →Staff OutsourcingManpower, recruitment & selection, trainingLearn more →

See How Kontakami Works for Your Business

Book a demo with our team to see firsthand how Kontakami can be tailored to the operational and customer service needs of your company.

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