Arabic-First Enterprise Helpdesk

The helpdesk built for the Arab world
— and beyond

Maktab unifies customer support, ITSM, automation, and AI in one modular platform. Arabic-first by design. Enterprise-grade by default.

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200+ Concurrent Agents 1,000/min Emails 99.9% Uptime

Trusted by organizations in:

Government Healthcare Education MSP Telecom

Built different. By design.

Three principles that set Maktab apart from every helpdesk on the market.

Arabic-First

The only ITSM and helpdesk platform built Arabic-first. Full RTL layout, Arabic AI, Hijri calendar support. Not localized — built.

Modular Architecture

Enable only the modules you need. Helpdesk, ITSM, CX, Analytics — all in one system, all optional. Pay for what you use.

Enterprise Security

MFA, SAML SSO, SCIM, RBAC, AES-256 encryption, PII scanning, SOC 2 readiness, full audit logs. Secure out of the box.

Everything your team needs

Five capability pillars — fully integrated, fully modular.

Ticket Management & SLA

Handle every request type with precision. SLA enforcement, automation, and omnichannel inbound — all in a single queue.

  • 7 ticket types: incident, service request, problem, change, asset, complaint, inquiry
  • Omnichannel inbound: email, WhatsApp, SMS, voice, chat, and social
  • SLA policies with escalation, pause/resume, and breach alerts
  • Automation rules: if/then triggers, round-robin assignment, tag routing
  • Canned responses with Arabic and English templates
  • Bulk actions: close, assign, tag, merge, and export

ITSM Suite

Enterprise IT service management built into the same platform — no separate tool, no extra license.

  • Asset management & CMDB with relationship mapping
  • Problem management with root-cause tracking
  • Change management with CAB workflow and approvals
  • Major incident tracking with timeline and PIR
  • On-call scheduling with escalation chains
  • Service catalog with configurable request forms

AI Features

Production-grade AI built for Arabic and English — not a demo feature, but a governed, auditable capability layer.

  • AI triage: auto-classify type, priority, and department
  • AI draft replies with agent review gate
  • Knowledge base article generation from resolved tickets
  • RAG bot with hallucination guard and citation sources
  • AI governance dashboard with override tracking
  • Shadow mode testing before promoting models to production

Omnichannel

One unified inbox for every channel your customers use. No channel siloed, no conversation duplicated.

  • Email with full threading and HTML rendering
  • WhatsApp Business (Meta Cloud API + WhatsApp groups)
  • SMS via Twilio with two-way messaging
  • Voice via Twilio with IVR and recording
  • Live chat widget with offline fallback to email
  • Facebook Messenger, Instagram DM, and Twitter/X
  • Bot conversations with handoff to human agents

Analytics & Reporting

Insight that drives decisions — from real-time queue health to long-range volume forecasting.

  • Advanced analytics with drill-down across all ticket dimensions
  • CSAT trends with agent-level and department-level breakdowns
  • SLA compliance tracking with breach heatmaps
  • Agent scorecard: quality, speed, CSAT, and coaching notes
  • Volume forecast with staffing recommendations
  • Custom report builder with saved views
  • Scheduled PDF and CSV report delivery

Still running Request Tracker or Zendesk?

See why teams across MENA are migrating to Maktab.

vs Request Tracker

Upgrade to AI triage, omnichannel, Arabic portal, and modern ITSM — without the Perl tax. Maktab migrates your RT data in days.

vs Zendesk

ITSM modules, on-call scheduling, status page, QA calibration, and white-label branding — all included, not add-ons at extra cost.

vs Freshdesk

Self-hosted option, full RTL Arabic, SCIM/SAML provisioning, and enterprise audit logs that Freshdesk simply cannot match.

See full comparisons

Enterprise security, out of the box

No extra module. No premium tier. Security ships with every Maktab deployment.

MFA & SAML SSO

SCIM Provisioning

AES-256 Encryption

Full Audit Logs

PII Scanning

SOC 2 Readiness

View Trust Center

Ready to replace your legacy helpdesk?

Contact our team for a demo tailored to your industry and region. No commitment required.

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