C-Zentrix CZ Helpdesk
by C-Zentrix
Multi-channel helpdesk and ticketing CRM with smart escalation workflows
Overview
C-Zentrix CZ Helpdesk is a helpdesk and ticketing software for enterprise customer service teams that captures complaints across voice, email, SMS, social media, chat, and bots. It auto-generates ticket numbers, routes them to the right agent or department, and applies a configurable escalation matrix with TAT alerts. Available on cloud or on-premise, the browser-based suite includes workflow automation for assignments, status updates, and reminders over email, SMS, or WhatsApp.
Key Features
6 capabilities across the Helpdesk & Ticketing workflow.
Omnichannel Ticketing
Capture queries from voice, email, SMS, chat, social media, and bots in one inbox.
Auto Ticket Routing
System assigns tickets to the right department or agent using configurable rules.
Escalation Matrix
Define hierarchical escalations triggered by TAT breaches with email or SMS alerts.
Real-Time Status Tracking
Monitor each ticket, agent activity, and TAT compliance from live dashboards.
WhatsApp and SMS Alerts
Notify customers and agents over WhatsApp, SMS, or email at every workflow stage.
Cloud or On-Premise
Deploy as a hosted SaaS or install behind your enterprise firewall as needed.
Pricing Plans
All prices in INR. Contact vendor for enterprise & annual discounts.
Enterprise
flat · custom billing
- Omnichannel ticketing
- Escalation matrix
- Workflow automation
- Cloud or on-prem