No hidden add-ons. No per-module upcharges. Every feature listed here is included in your Maktab deployment.
The complete lifecycle from inbound request to resolved closure.
ticket, incident, change_request, bug, task, new_feature, and alert — each with type-specific workflows and fields.
Tickets created from email, WhatsApp, SMS, voice, web form, or API — all arriving in a single unified queue.
Configurable response and resolution times per ticket type, priority, and company — with real-time breach detection and escalation.
Multi-level escalation rules configurable per company or globally — auto-assigns or notifies the right person when thresholds are crossed.
Condition/action engine: IF status=X AND priority=Y THEN assign to Z. Trigger on create, update, or SLA event.
Global and category-filtered reply templates with inline search — insert with a keystroke without leaving the reply box.
Mass assign, status change, close, tag, or export hundreds of tickets in a single operation from the ticket list view.
Pre-filled templates for repeating workflows — one click to open a new ticket pre-loaded with title, description, type, and assignee.
Staff and external email watchers receive updates on every ticket reply — without being the assigned agent.
Merge duplicate tickets into a single canonical record, or split a complex ticket into separate focused sub-tickets.
Hierarchical sub-ticket relationships — link child issues to a parent epic and track completion as a unit.
Free-form ticket tagging with autocomplete from existing values — enables cross-type filtering and reporting by topic.
Text, dropdown, checkbox, and rating fields configurable per ticket type — collect exactly the data your workflow requires.
Start/stop timer on any ticket or log time manually — full time-log history per ticket with export to CSV.
Hide a ticket from the queue until a future datetime — resurfaces automatically so nothing falls through the cracks.
Enterprise IT service management built into the same platform — no separate tool required.
Track hardware, software, service, network, and virtual assets in a configuration database linked to tickets and incidents.
Per-asset warranty records with expiry alerts — never miss a renewal or deploy an out-of-warranty device to production.
Root cause analysis records linked to related incidents, with impact level tracking and resolution notes for permanent fixes.
Approval workflows, CAB review, risk assessment, and rollback plan documentation for every infrastructure change.
Request templates with custom fields and multi-step approval chains — lets users self-serve standard requests without emailing IT.
Incident war-room with stakeholder broadcast updates, status timeline, and automated post-incident report generation.
Weekly rotation schedules with overrides, iCal export, and swap requests — agents always know who is on duty.
Public and private status pages with service components, incident timelines, and subscriber email notifications on every update.
Shift scheduling with volume-based forecasting — align staffing to predicted ticket load by hour and day of week.
Automated PIR generation with AI-written summary, timeline reconstruction, contributing factors, and remediation actions.
Practical AI that helps agents resolve faster — with full governance controls so you stay in charge.
Auto-classifies ticket type, priority, and department on creation — shows confidence score so agents can verify before accepting.
One-click suggested reply generated from ticket context and KB articles — agent accepts, edits, or discards with a single action.
Generate knowledge base articles from resolved ticket history — turns agent knowledge into self-service content automatically.
Knowledge base Q&A with hallucination guard — cites source chunks and escalates to a human agent when uncertain.
Prompt registry, token budget controls, and evaluation metrics — administrators control exactly how AI behaves across all features.
Run AI triage in parallel with agent decisions before enabling auto-apply — validate accuracy on your real data before going live.
Full audit trail of every bot response with source chunks displayed — review exactly what the AI cited for each answer.
AI classifies inbound email subject and body to route to the correct department — eliminating manual triage for high-volume inboxes.
Every communication channel unified into one queue — no switching tabs, no missed messages.
SendGrid and Mailgun webhooks with HTML parsing, thread detection, and attachment handling — each email address maps to a department.
Twilio WhatsApp Business API integration with two-way messaging, template broadcasting, and bot handoff on the same channel.
Twilio SMS with both inbound message-to-ticket creation and outbound agent replies — full conversation thread per ticket.
Twilio Voice with call-to-ticket creation, configurable IVR menu, and call recording linked directly to the ticket record.
Embeddable chat widget for your website with real-time agent chat, bot handoff, and full conversation history saved as a ticket.
Social direct messages from Facebook Messenger, Instagram DMs, and Twitter/X become tickets automatically with full thread sync.
Configurable RAG bot deployable per channel — WhatsApp bot behaves differently from web chat bot, tuned to each audience.
Single unified inbox for all channels — agents see every email, chat, WhatsApp, and social message in one real-time view.
From real-time dashboards to scheduled executive reports — measurable support operations.
Real-time support stats powered by six optimized MySQL database views — open tickets, breached SLAs, agent workload, CSAT trend.
SLA compliance rates, ticket aging analysis, first response time distribution, and resolution time benchmarks by department or agent.
Post-resolution satisfaction surveys sent automatically — rating trends, satisfaction percentage, and verbatim comment archive.
Drag-and-drop report builder — pick metrics, filters, groupings, and chart type, then save for one-click re-run.
Deliver any report to stakeholder email inboxes on a daily, weekly, or monthly schedule — no manual export needed.
Agent quality scoring with calibration sessions, coaching notes per ticket, and scorecard trends — objective quality management.
ML-based ticket volume prediction by hour and day — plan agent scheduling before the volume arrives, not after.
Tenant health scores, churn risk indicators, and lifecycle stage tracking — proactively identify accounts that need attention.
Feature adoption tracking and tenant activity monitoring — understand which capabilities are used and which need better onboarding.
Six prebuilt MySQL views for dashboard KPIs, agent scorecard, and company health — fast reads without expensive ad-hoc queries.
Enterprise-grade controls for regulated industries — audit-ready from day one.
TOTP authenticator app and email OTP as second factors — enforced per role or globally across all agent accounts.
IdP-initiated and SP-initiated SAML 2.0 flows — works with Okta, Azure AD, Google Workspace, and any standards-compliant IdP.
Automated user provisioning and deprovisioning via SCIM 2.0 — user status in your IdP immediately mirrors Maktab access.
Role-based access control with 199 granular permissions — compose custom roles with exactly the access each team needs.
Restrict admin panel and agent access to approved IP ranges — block login attempts from outside your office or VPN.
Automatic detection and flagging of personal data patterns in ticket content — alerts agents before PII is handled incorrectly.
Every admin action logged immutably with actor identity, IP address, and timestamp — exportable for compliance audits.
Configurable complexity rules, password history enforcement, and account lockout after failed attempts — meets enterprise security baselines.
PII fields encrypted at rest using AES-256 — sensitive data stored in cipher text, decrypted only when accessed by an authorized user.
One-click data export, erasure requests, and consent management — documented data processing records ready for DPA submissions.
Configurable retention policies per company — auto-purge closed ticket data after a defined period to limit your data liability.
HSTS, CSP, X-Frame-Options, CORS, and CSRF protection enforced on every response — hardened by default with no configuration required.
Connect Maktab to your existing stack without writing custom glue code.
Bidirectional ticket sync with Odoo Helpdesk, timesheet logging from Maktab time-logs, and account/contact data linking.
Schedule Teams meetings directly from a ticket and receive ticket notification cards in configured Teams channels.
Real-time ticket notifications routed to Slack channels by department, priority, or keyword — agents never miss a critical update.
Bidirectional ticket sync with Jira issues — status changes in Jira reflect in Maktab and vice versa, keeping dev and support aligned.
Link pull requests and issues to Maktab tickets — developers see support context, support agents see PR merge status.
Account and contact sync with Salesforce CRM — Maktab tickets show the full Salesforce account context alongside the conversation.
Outbound email delivery via SendGrid or Mailgun with delivery status tracking, and inbound webhook parsing for new ticket creation.
SMS, Voice, and WhatsApp Business API all via Twilio — one integration covers all three real-time communication channels.
GPT-4o powers AI triage, draft replies, KB generation, and the RAG bot — model and temperature configurable per feature.
Push notifications for mobile clients via Firebase Cloud Messaging — real-time ticket alerts delivered to iOS and Android apps.
Full-text search across tickets, knowledge base, and contacts via Meilisearch — sub-50ms results even on millions of records.
22+ outbound event types (ticket.created, reply.added, sla.breached, and more) delivered with HMAC-SHA256 signature for verification.
Build on Maktab or integrate it into your platform using documented, versioned APIs.
Full CRUD API for tickets, users, companies, and knowledge base via bearer token authentication — JSON response envelope with pagination.
22+ outbound events including ticket.created, reply.added, sla.breached, asset.assigned, and more — delivered with HMAC signature.
/Users and /Groups endpoints compliant with SCIM 2.0 — integrate with any IdP that supports standard SCIM provisioning.
Machine-readable OpenAPI 3.0 specification published at /api/openapi.json — import directly into Postman, Insomnia, or your CI pipeline.
Import from Zendesk, Freshdesk, Request Tracker, osTicket, and CSV — migrate your full ticket history without a professional services engagement.
Hosted at /developers — interactive API docs, code examples in Python, Node, and PHP, rate limit reference, and changelog.
Contact our team — Maktab is actively developed and releases new features monthly. Your request goes directly to the product roadmap.
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