Advanced Daktela Setup

Macros 

A macro combines multiple actions into a single button, allowing you to perform tasks such as changing a ticket's deadline and forwarding it to another department with just one click. This functionality significantly simplifies ticket management by streamlining routine processes.

Where to Find Macros

Created macros can be accessed from the list of macros, located next to the Save button in the ticket details. Depending on the configuration, individual macros can also be displayed separately next to the Save button, providing quick and convenient access.

Administration and Configuration

Macros are managed by your administrator, who oversees their creation and functionality. Administrators control the visibility and availability of macros, ensuring that they align with users' roles and needs within the system.

By enabling complex tasks to be handled with a single action, macros enhance efficiency and reduce the time spent on repetitive tasks.

How to create Macro? 

• Navigate to: Manage → Tickets → Macros.

• Click Add New in the top-right corner.

• Fill in mandatory fields. 

For more detailed information on the meaning of each field, please refer to this article.

Statuses

Statuses are used to represent the current state, progress, or outcome of an activity or ticket. They also indicate its position within a specific process.

By assigning appropriate statuses, you can easily monitor and manage the various stages of an activity or ticket's lifecycle. This ensures clarity, helps prioritise tasks, and allows for better coordination within the team.

How to create a Status? 

• Navigate to: Manage → Settings  → Statuses. 

• Click Add New in the top-right corner.

• Fill in mandatory fields. 

For more detailed information on the meaning of each field, please refer to this article.

Templates 

A template in Daktela is a pre-written piece of text designed to streamline communication by allowing you to quickly insert commonly used messages into emails and chats.

Templates are ideal for frequently used content, such as:

• Confirmations

• Signatures

• NPS (Net Promoter Score) surveys

By using templates, you can save time, maintain consistency, and ensure a professional tone across all customer interactions.

How to create a Template? 

• Navigate to: Manage →Settings → Templates. 

• Click Add New in the top-right corner.

• Fill in mandatory fields. 

For more detailed information on the meaning of each field, please refer to this article.

QA Forms

QA Reviews are forms used to evaluate activities within your control panel. These assessments are typically conducted by a team leader or an authorised individual with the appropriate rights and access.

The purpose of QA forms is to ensure consistent evaluation of activities, offering a structured framework for identifying strengths and areas for improvement. By implementing QA reviews, organisations can enhance the quality and efficiency of activity processing, promoting continuous improvement and excellent customer service.

How to create a QA Form? 

• Navigate to: Manage →Settings → QA Forms. 

• Click Add New in the top-right corner.

• Fill in mandatory fields. 

For more detailed information on the meaning of each field, please refer to this article.

Events

An event in Daktela is a configurable trigger that performs specific actions automatically based on predefined conditions. These actions can include:

• Calling a number

• Sending an email or SMS

• Editing a form

Events are set up through a wizard-based interface, making configuration intuitive and user-friendly. They can also be refined with time conditions or timeouts to control when and how the event is executed.

Use Cases for Events

Events are highly versatile and can streamline various workflows. Examples include:

• Sending a pre-formatted SMS to a customer when an agent finalises an order.

• Triggering a call to an internal CRM when an agent sets a specific call status.

• Dispatching a pre-formatted email to a help-desk system when an agent receives a new request over the phone.

By automating routine tasks, events help reduce manual effort, improve response times, and ensure consistent communication and system actions.

How to create an Event? 

• Navigate to: Manage →Settings → Events. 

• Click Add New in the top-right corner.

• Fill in mandatory fields. 

For more detailed information on the meaning of each field, please refer to this article.