Dolphin Horizon Help Desk & Ticketing Software
- Unified Communications: Consolidate customer requests from multiple channels into a single, manageable dashboard.
- Faster Resolution Times: Automate ticket routing to ensure the right agent receives the right request instantly.
- SLA Compliance: Track and enforce response times to guarantee that service agreements are consistently met.
- Data-Driven Insights: Utilize reporting tools to identify recurring issues, track agent performance, and optimize support workflows.
- Service Centers for IT Providers: Manage internal and external IT incidents, track bug reports, and streamline technical support.
- Customer Support Call Centers: Equip agents with the history and context needed to resolve customer complaints efficiently.
- Maintenance & Repair Centers: Integrate seamlessly with CAFM systems to track appliance or hardware repair tickets from intake to resolution.
Automated Ticket Routing & Management:
Eliminate the bottleneck of manual dispatching. When a customer submits a request, the Dolphin Horizon ticketing system automatically categorizes, prioritizes, and routes the ticket to the most appropriate agent or department based on predefined rules. Agents can view the entire communication history within the ticket, add internal notes, and collaborate with other departments without leaving the platform. This ensures that no customer request slips through the cracks and drastically reduces average handling time.
SLA Monitoring & Escalation Rules:
Maintaining compliance with client contracts is non-negotiable. Our system features robust Service Level Agreement (SLA) monitoring that tracks response and resolution times against your contractual obligations. If a ticket sits idle and approaches a critical deadline, the system triggers automated escalations, alerting managers and re-prioritizing the task. This proactive approach prevents SLA breaches and maintains high customer satisfaction.
Multi-Channel Customer Portal:
Empower your customers to find their own answers and track their requests. The integrated customer portal allows users to submit tickets directly via the web, view real-time status updates, and communicate with agents. By providing a self-service option, service centers can deflect low-level inquiries, freeing up agents to focus on complex troubleshooting and high-priority issues.
Advanced Reporting & Analytics:
Transform your support data into actionable business intelligence. The Dolphin reporting dashboard provides managers with real-time visibility into vital metrics such as ticket volume, average resolution time, first-reply time, and individual agent performance. By analyzing these trends, service center managers can identify workflow bottlenecks, justify staffing adjustments, and continuously refine their support strategies.
Dolphin Horizon Service Center is an enterprise-grade ticketing solution designed for organizations that need to track, manage, and resolve high volumes of customer and technical support requests.
- Proven Reliability: Trusted by over 7,000 customers and supported by 120+ software specialists.
- Regional GCC Expertise: Engineered for the Middle East market with a physical presence in Lebanon, Saudi Arabia, and the UAE.
- Bilingual Capability: Full Arabic and English support to seamlessly serve diverse regional customer bases.
While a Customer Relationship Management (CRM) system is focused on driving sales and managing the buyer’s journey, a Ticketing System is specifically built for post-sale support and issue resolution. Dolphin Horizon Service Center focuses entirely on operational efficiency, SLA tracking, and closing support loops quickly.
Case Study: IT Support Center Reduced Resolution Time by 40%
- Challenge: A regional IT provider was losing track of customer emails and repeatedly breaching SLA deadlines.
- Solution: Implemented Dolphin Horizon Service Center to automate ticket routing and set up critical SLA escalation warnings.
- Results: Achieved a 40% reduction in resolution times and a 99% SLA compliance rate within three months.
- What is a service center ticketing system?
A service center ticketing system is a platform used to register, track, and manage customer service requests, complaints, repairs, and maintenance jobs. In Dolphin Horizon, tickets can be created for repair centers, workshops, call centers, or field service operations, ensuring efficient handling of customer issues from registration to completion. - How does automated ticket routing work?
Dolphin Horizon uses workflows to automatically dispatch and route tickets to the appropriate technical department, technician, or service team based on predefined business rules. This helps speed up response times and ensures that tasks are assigned to the right personnel. - Can the software track SLA compliance?
Yes. Dolphin Horizon supports maintenance agreements and SLA-based service contracts. The system tracks repair response times, warranty coverage, maintenance agreements, and service performance through KPIs, dashboards, alerts, and reports to help organizations monitor SLA compliance. - Is a customer portal included?
Yes. Dolphin Horizon Service Center includes a Customer Portal that allows customers to interact with the service center, follow up on service requests, and participate in surveys for feedback and service quality improvement. - Does the system support Arabic interfaces?
Yes. Dolphin Horizon is widely deployed across Lebanon and the Middle East and supports multilingual environments, including Arabic interfaces, enabling users to work comfortably in Arabic and English.