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What is Desktale?

Desktale is a tool developed as part of the Fattura24 management software project.

It was implemented with the ultimate goal of centralizing and streamlining all internal and external project communications, and divesting the use of previously used tools, such as Slack, Trello, Uservoice and the user interfaces of various email clients.

Currently, it’s the tool through which Fattura24:

  • manages the evolutionary and corrective roadmaps of its projects;
  • provides support service to users;
  • manages tickets from the various Apps;
  • centralizes all incoming emails by distributing them to managers and employees in various departments (sales, service, technical development, legal, etc.).

How does it work?​

Desktale can be connected to any e-mail account, website, or software application, and allows for centralized and coordinated management of communications both from the outside world and from within your team.

What is Desktale?

The concept​

All business or professional activities, whether large or small, use a multitude of inbound and outbound channels to communicate with their customers, suppliers, or stakeholders, and to enable conversations among their managers, employees, and contractors.

These channels can be e-mail addresses, widgets installed on one's website, API (Application Programming Interface) connections created to automate the opening of tickets, and so on.

Each of these channels requires a specific supervision and the ability to route communication through a processing that may involve, as appropriate, administration, the sales department, the service department, the research and development department, the legal department, and so on.

Desktale was created to allow all of the above channels to be managed in a centralized and coordinated manner, thus allowing a business management one's business that speeds and simplifies work and sharing with all stakeholders.

Desktale's services, initially used by Fattura24, are now also available to all entities (companies, startups, professionals) who wish to take advantage of the described benefits.

Goals​

By Desktale you can:

  • centralize all communications you receive on your channels and assign their first processing to one or more collaborators;
  • respond quickly to requests from various channels;
  • forward communications to those in charge of the second processing, such as the presales department or technical support;
  • keep track of the history of a single communication to quickly know who processed it and what responses were provided;
  • add internal private notes to each communication that can be read only by Staff;
  • analyze, through dedicated reporting, your workflow and workload.

Designed for teams​

Desktale helps your team standardize work processes involving communications with the outside world and communications within the work group.

Imagine receiving a request from one of your customers, being able to forward it to the technical department for a feasibility assessment and then submitting it to the presales department for quote, to be delivered in response to the same customer.

This results in a ticket containing the whole request processing: the time it was processed, the date it was opened and closed, by whom it was addressed, and with what type of input.

Designed for communication​

Desktale is a tool (or, rather, an “environment”) allowing the centralized, coordinated and efficient management of all those communication channels otherwise managed in an uncoordinated manner and with separate and mixed tools.

Knowledge Base​

Each business has its own knowledge base, i.e., a special kind of database of acquired cognition and experiential information, used for business, cultural or educational purposes and for responding to users’ requests.

Desktale is a tool that recognizes the importance of this knowledge, thus facilitating, with special features, the collection, organization, distribution, and reuse of its data and information.

Such a database and its very-easy accessibility will especially enable you or your Customer Service department to provide timely, reliable, and quick responses.

Compatibility​

Desktale is usable with all operating systems and through most common Internet browsers.