Customer support
Service Desk Engine
Every enquiry becomes a ticket. None of them get lost.
Service Desk Engine records every enquiry as a ticket, sorts it by category and priority, and routes it to the right queue and the right person. SLA timers, first-response time, L1–L5 escalation, complaints, internal notes, macros and the knowledge base all sit on one platform.
- Built and operated by FANUM
- AI agent answering on WhatsApp
- Overview
- Support teams handling enquiries across several channels under SLA commitments.
The problem
When enquiries arrive separately through WhatsApp, the phone and other channels, requests get lost, answers arrive late, and the same problem is investigated twice by different people. Without the history in front of them, agents make the customer explain it all again. And with no SLA tracking, critical enquiries are never escalated in time.
Capabilities
Ticket capture and routing
Enquiries from every channel become tickets automatically, sorted by category and priority and routed to the queue that should own them.
SLA timers and L1–L5 escalation
First-response and resolution clocks run against each ticket, escalating through five levels rather than waiting for somebody to notice.
AI agent on WhatsApp
The agent identifies the customer's language, works from the conversation history and the published knowledge base, clarifies the problem and replies. Complaints, technical faults, payments, refunds and anything urgent go to a person.
AI assistance for agents
A short summary of the enquiry, suggested resolution steps, and draft replies built from the knowledge base and previously resolved tickets.
Knowledge base and macros
Answers written once and reused, so the fifth person to ask gets the same quality as the first.
What makes it different
Unlike a classic service desk, this does not only register tickets. The AI agent talks to the customer directly on WhatsApp and web chat, handles the first stage of the enquiry, and hands the whole conversation history to an agent when it needs a person.
Products
- Revenue platformLeaddrive CRMSales, marketing, service and billing in one place, with AI doing the repetitive part.
- Continuous complianceSlydellAudit evidence that collects itself, across more than 35 frameworks.
- Digital risk protectionBrandProtectionDefending your name, your logo and your customers from the people using them.
- Financial planning and analysisBudgetProWhere the budget said one thing and reality said another.
- Commerce platformMerchantNextA storefront that learns what each buyer is looking for.
- Field operationsRoute & FieldNot where your team is — what they actually did.
- LoyaltyLead Drive LoyaltyNot a discount card — a bonus economy with rules.
- Workforce timeBranch TimeNot clock-in and clock-out — the whole working day.
- Voice platformVirtual Smart Call CenterCall history, recordings and transcription on your own SIP stack.
- Customer messagingOmni ChannelEvery channel on one screen, with an AI agent working on it.
- Contract lifecycleContractsNot an archive — the entire life of the agreement.
- Retail executionLeadShelfThe distance between the planogram and the actual shelf.
- Price intelligenceMarketPulseNot just watching competitor prices — knowing what to do about them.
- ProcurementLeadprocureFrom requisition to invoice, in one auditable process.