How-To: Build the Perfect Helpdesk with Low-Code

Perfect Helpdesk with Low-Code

What does the ideal helpdesk and ticketing system look like?

Surely, the purpose of a helpdesk is not to record and track complaints. A CTO never thinks of technology in terms of features and surely, helpdesks have more to do. They’re the road network that problems use to reach their resolution.

But here’s the kicker: not all helpdesk tools are alike. Some are like 16-lane expressways, while others are like backcountry roads dotted with potholes. As we said, a ticketing system isn’t just a place to log issues, route them, and churn out reports. Done right, a helpdesk can achieve more – yet not many realize this.

The right KPIs for ticketing tools should be more than tickets solved, satisfaction rating, and MoM resolution rates. Ticket tools should be expected to achieve more. They should enhance customer loyalty, improve resolution times, and drive service innovation.

Most ticketing products, however, are a one-size-fits-all system. This can stifle innovation, lead to a poor fit for specific use cases, and often result in a clunky experience for both customers and service agents. That’s why CTOs are so keen on flexible, low-code ticketing systems. They understand you can’t just pile on features and add-ons onto a traditional ticketing system and expect it to work wonders. It’s like forcing a square peg through a round hole – a futile effort.

Low-code platforms are made for the modern business – where agility is the core of IT. Particularly in a landscape shaped by remote work, and where stress levels of IT support workers are very high, a CTO has all the more reason to go for Low-Code. 

The low-code market is still in its infancy, but growing fast

                   Low-code development platform market revenue   Low-code development platform market revenue worldwide from 2018 to 2025(in billion U.S. dollars)

So let’s understand the low-code helpdesk and ticketing system in more detail. 

What Is a Low-Code Helpdesk and Ticketing System?

Low-code strips back the complexity of software. It’s a way to build applications with fewer lines of code and more user-friendly interfaces.

CTOs looking to implement a ticketing system usually have two choices:

   1. Build from Scratch

This means creating a custom ticketing system with a lot of coding from the ground up.

Downsides: Takes a lot of time and money. Such systems can be too rigid, making them a poor fit for businesses with unique needs. They might not keep up with the latest needs for mobile access or provide the deep insights from data that businesses need to stay ahead.

   2. Buy Off the Shelf

The other option is to purchase a pre-made ticketing system that’s ready to use.

Downsides: These can be inflexible, forcing businesses to work the way the system works. Integration with existing tools and workflows can be a headache.

Now, Low-Code comes in as the hero. It offers the best of both worlds.

Here’s How Low-Code Works

The low-code approach is based on abstracting the building blocks of software as much as possible. This gives users the levers they need to tweak and tune the application to their liking.

Let’s understand these levers.

  • Visual Builders – Low-code platforms let you drag and drop pieces to build your system without writing code.
  • Templates and Widgets – These are ready-to-use elements that you can mix and match to make the system do what you want.
  • Easy Integrations – Low-code platforms play well with others, meaning they connect smoothly to different.

Low-code ticks all the boxes. It’s quick and budget-friendly like off-the-shelf solutions, but also flexible and tailor-made like custom-built systems. This way, CTOs can provide a ticketing system that grows with the business and adapts in real time.

The benefits are irresistible. Let’s take a look.

The Benefits Of A Low-Code Helpdesk Management and Ticketing System

The right helpdesk management and ticketing system is the difference between ops hell and heaven. Let’s see how a low-code system works so well.

    1. Quick and Cheap

Why wait months when you can start today? Low-code platforms let you build applications 10X faster than the traditional high-code approach. Yes, 10X sounds like a lofty claim, but we’re being very realistic here. That’s not all, low-code platforms will cost you 1/4th of applications made through traditional software development. This means you can design, build, and deploy ticketing apps rapidly, without breaking the bank. This is literally the difference between months and days, and dollars and pennies.

Example: Imagine rolling out a custom feature that auto-assigns tickets to agents based on expertise — all in a matter of days, not months.

    2. Empowered Users

Business users should be able to tweak the system to suit their work, without always calling IT. Low-Code puts the power in the hands of those who use the system daily. This reduces the IT bottleneck.

Example: An account executive, with no coding skills, could modify a ticketing form to capture new customer data points crucial for targeted follow-ups.

    3. Improved Integration

A low-code ticketing system can seamlessly connect with your existing help desk, knowledge base, and customer portals, ensuring a unified customer service experience.

Example: Link your ticketing system to the company knowledge base, allowing agents to pull information and solve queries faster than ever.

    4. Enhanced Communication 

Why let communication gaps slow you down? Low-Code helps streamline ticket resolution by improving the flow of information between teams.

Example: Create a shared dashboard that updates in real-time, so everyone from support to sales is on the same page with customer issues.

    5. Data-Driven Insights

Are you making the most of your data? With low code, you can harness ticketing trends and analytics to boost efficiency and sharpen your customer service edge.

Example: Generate a report identifying common service bottlenecks, and use it to refine your support strategy for quicker resolutions.

What Amoga’s Low-Code Helpdesk and Ticketing System Offers

First a word of caution — The market’s full of so-called “low-code” tools that are nothing more than old, hard-coded systems dressed up with a few extra controls. These systems create the illusion of customization and control; don’t be fooled.

At Amoga, we step away from these marketing games. We’re here to offer true low-code and let the results speak for themselves. After all, businesses need technology that’s fast, affordable, and transformative. That’s the heart of low-code. With Amoga’s low-code helpdesk and ticketing system, you can picture a system built with the singular goal of empowering every user.

Here are the top features of Amoga’s system, crafted to bring you real benefits:

    1. Omni-Channel Ticketing

Why miss out on a customer’s voice just because it’s not on the right channel? Capture tickets from email, social media, phone calls, and chat all in one place. That’s what our unified inbox does — it ensures no customer query slips through the cracks.

    2. SLA and Escalations

What happens when a ticket risks going overdue? Our system takes charge. It escalates the ticket to make sure someone attends to it promptly. It’s like having a vigilant watchkeeper for your customer service standards.

    3. Queue Management Prioritize

Tailor urgency levels and keep tabs on your customers’ details — from purchase history to contact info. This is like crafting a narrative around each customer.

    4. Mobile App

Agents on the move? No problem. They can resolve queries right from their phones, access contacts in a snap, and stay updated with push notifications. Even when offline, the app syncs up once they’re back online.

    5. Geo Location/Geo-Fencing

Location, location, location — it’s not just for real estate. Set virtual boundaries and let your agents receive tasks triggered by where they are. It’s about getting smarter with field service and giving customers the attention they need, where they need it.

6. Automation and Analytics

Why guess when you can know? Monitor customer satisfaction, and see where your service shines, and where it needs polish. Our analytics give you actionable insights to keep boosting your customer service game. With Amoga’s low-code system, you’re adopting a platform that evolves with you. That’s the first step for turning the lofty goal of exceptional customer service into a daily reality.

Don’t trust words, trust results

There’s a lot more under the hood of Amoga’s low-code ticketing system. What stands out is the flexibility. It’s a system that fits just right for your business, regardless of your unique needs.

If you’re curious about how this all works, why not talk to us? We offer a free consultation so you can understand the difference Amoga can make.

You’ll get a real sense of how we can:

  • Speed up your response times, making customers happier.
  • Improve the way you connect with customers, no matter where they reach out from.
  • Give you useful insights to make your support even better.

It’s not just about what we say; it’s about what you’ll experience. Give Amoga a go and see how it can change the game for your customer support team. Let’s get started!



Experience Endless Possibilities With A Low-Code CRM


Think of a big, old elephant in a tiny room full of delicate crockery. It wants to move around, but every step could cause a mess. That’s how a CTO feels with hardcoded, bulky, inflexible IT systems. 

CRMs are no different. Even the ones built in the 2010s and early 2020s are as flexible as a brick wall. That explains why so many CRM projects fail. 

The causes of failure remain the same.

  1. The mismatch between Business and CRM: Often, businesses can’t tailor CRM systems to fit their needs. Instead, they find themselves adjusting to the CRM, which can lead to problems.

  2. Over Budget and Time: CRM projects usually end up costing more and taking longer than planned. This often means businesses have to settle for a system that’s not fully complete.

  3. Too Complex for Users: The people who need to use the CRM find it hard and slow. It doesn’t match the way they actually work.

Leaders want a system that can change as fast as the world does. Being able to switch things up fast is super important, but it’s not easy to do. Tech should help us move quicker, but sometimes, it just ties our hands.

This is where Low-Code comes in. Low-Code gives businesses the power to shape technology to fit their needs. It makes technology work for the business, not the other way around.

So, we’re going to look at:

  1. What Low-code is,

  2. Why it’s good for CRM,

  3. The benefits of a low-code CRM, and

  4. What Amoga’s low-code CRM offers.

Let’s go.

What Is Low-Code?

To grasp what low-code is, we first need to look at the existing solutions for CRMs and why they often fall short. There are generally two approaches to implementing a CRM system: traditional custom-built (high-code) CRMs and off-the-shelf CRM solutions.

Both have their advantages, but their downsides have led to widespread CRM failures, making them less than ideal.

  1. Traditional High-Code CRM:

  • Built from scratch with extensive coding.

  • Downsides:

    • Slow and costly development cycles.

    • Can be cumbersome and ill-suited for certain industries, especially those without large sales or customer service teams.

    • May not align with modern expectations for mobility, data insights, and productivity.

  1. Off-the-Shelf CRM:

  • Pre-built solutions offered by vendors.

  • Downsides:

    • Siloed systems that require juggling multiple apps.

    • Hinder collaboration and efficiency across teams.

    • Initial ease of use can decline as systems become intertwined.

    • Maintaining multiple SaaS subscriptions can become financially burdensome.

    • Often leads to a fragmented tech landscape with manual workarounds.

Low-Code emerges as a powerful solution.

It shifts the focus back to business needs rather than technological constraints. It reimagines how CRMs are built and used.

How does it work?

Think of it as a blend of pre-made building blocks and custom designs for creating a website. Instead of wrestling with lines of code, low-code platforms offer intuitive visual tools, like:

  • Drag-and-drop interfaces for effortless arrangement of elements.

  • Pre-built templates for common functionalities, saving time and effort.

  • Customizable widgets to tailor the CRM to specific needs.

  • Connectors to seamlessly integrate with other systems, eliminating silos.

  • Visual workflow diagrams to map out processes clearly and efficiently.

As you assemble these blocks, the platform automatically generates the necessary code behind the scenes.

This means:

  • Non-technical users can actively participate in CRM development.

  • Businesses gain control over the design and evolution of their CRM.

  • Rapid application development becomes a reality, shortening time-to-value.

  • Customization and flexibility are no longer limited by coding expertise.

Low-code empowers businesses to speak the language of their processes and create CRMs that truly align with their unique needs.

Why Is Low-Code Good For CRM?

Businesses often have similar experiences.

  • May begin with basic tools like spreadsheets. As they grow, these tools can’t keep up. They need more, like automated processes and specific access controls.

  • Many transition to Salesforce and any other CRM of similar scale. But these can be too complex for many users. Their interfaces might be overwhelming, making them less practical for everyday use.

This is where Low-Code shines.

Low-Code lets developers create custom parts that fit right into existing systems. This means a business can have a CRM that looks and feels like it was made just for them. It can handle things like customer data, emails, and lead management in a way that’s tailored to the business.

Small companies often use basic CRMs or management tools. But as they grow, these tools can feel limited. Low-code changes this. A small business can build what it needs on top of its current CRM. This could be anything from a simple way to track customer interactions to a full-fledged sales tool.

Every business is different. With Low-Code, they can build CRMs that fit their unique needs.


  • A marketing agency can build a dedicated client portal within their CRM, enabling clients to easily access project updates, share feedback, and collaborate on campaigns.

  • An e-commerce store can integrate its CRM with its website and payment gateways, allowing seamless tracking of customer journeys, purchase details, and support requests.

  • A local brewery uses Low-Code to build a loyalty program portal within their CRM. Customers can easily track points, redeem rewards, and browse upcoming events, all within a branded, familiar environment.

When anyone can use it, that’s when you say that low-code is a powerful democratization of technology. It empowers businesses of all sizes to take control of their customer relationships and build CRMs that truly drive growth and success.

The Benefits Of A Low-code CRM

Low-code CRMs are a game-changer, offering speed, user-centricity, and cost-effectiveness.

Let’s see how

  1. Quick Development and Deployment

Traditional CRM development can be slow and limiting. Low-code changes this by offering rapid creation and deployment of CRM apps. You can build a custom feature, like a lead capture form, quickly and efficiently, bypassing lengthy IT processes.
Example: A mobile app for capturing customer feedback at trade shows can be built in just a day, allowing for immediate data collection and enhanced market responsiveness

  1. Custom User Experience

Unlike one-size-fits-all CRM interfaces, low-code platforms allow for the creation of user-friendly, tailor-made interfaces. This customization improves usability, fitting the unique workflow of your team.
Example: Marketing teams can design a CRM interface specifically for managing social media campaigns, simplifying their workflow and boosting campaign effectiveness.

  1. Improved customer interactions

Low-Code enables the development of specific features and workflows to meet evolving customer needs. This adaptability enhances customer relationships and fosters loyalty.
Example: A self-service portal in your CRM can offer customers easy access to FAQs and support ticket tracking, enhancing their experience and reducing support workload.

  1. Cost efficiency

Low-code CRMs are more budget-friendly, reducing the need for expensive developers. They allow for the creation of a CRM that aligns with your financial constraints and focuses on your essential business functions.
Example: Build a CRM that centres on your primary sales and marketing needs, avoiding unnecessary costs for unused features.

  1. Security and scalability

Despite its simplicity, Low-Code doesn’t compromise on security. These platforms provide robust security measures and are scalable, growing with your business and data needs.
Example: Create custom CRM interfaces in a secure environment, utilizing advanced security features like two-factor authentication and precise access controls to protect customer data.

What Amoga’s Low-Code CRM Offers

Amoga’s low-code CRM stands out in a market where the term ‘low-code’ is often overused. Unlike many vendors who offer high-code CRMs with basic GUI configurations and label them as low-code, Amoga delivers a true low-code experience. This platform empowers users to tailor the CRM to their specific needs, making it fast, affordable, and a priority.

Imagine a CRM that:

  • Makes Lead Management Easy You can gather leads from different places like phone calls, websites, and social media. The CRM scores these leads automatically, showing which ones might be more interested in buying.

  • Let Your Team Connect With Customers Everywhere Keep in touch with potential customers through email, phone, social media, and live chat. This helps in making sure no chance to talk to a customer is missed.

  • Lets You Manage Deals Anywhere Get important information about deals anytime you need it. This helps in finding chances to sell more or different products to your customers.

  • Helps Field Sales The CRM works well on mobile phones. It helps salespeople on the road with tracking, planning their visits, and finding the best routes.

  • Is A Step Ahead With Reports and Insights Get different reports like how well the sales team is doing, where opportunities were missed, what tasks are being done, and how engaged leads are.

This is just a glimpse of what’s possible with Amoga’s low-code CRM. The true power lies in its flexibility. You can customize it to fit your specific needs, processes, and industry, creating a CRM that’s as unique as your business.

Stop saying “I wish my CRM could do that.” With Amoga, you can.

Curious to see how Amoga can help you? Request a free demo and discover how we’ve empowered others to:

  • Boost lead generation by 30% with automated lead capture and scoring.

  • Shorten sales cycles by 20% with streamlined deal management and field sales tools.

  • Increase customer satisfaction by 15% through personalized omnichannel communication.

Don’t just take our word for it. See the power of Amoga in action. Schedule your demo today!



The Role of Low-Code Platforms in Digital Transformation

Low code

The world of business has undergone a drastic shift in recent years, driven by the relentless march of technology. Digital transformation has become the mantra for companies seeking to remain competitive and relevant in a constantly evolving landscape.  

This journey towards digital maturity requires businesses to embrace innovation and leverage technology to fundamentally reshape their operations and customer interactions. In this context, low-code platforms are emerging as a powerful force, empowering organizations to accelerate their digital transformation initiatives and unlock a world of possibilities. 

The Rise of Digital Transformation

Even before the global pandemic, businesses were recognizing the critical role of digital transformation in driving success. From automating mundane tasks to creating personalized customer experiences, the potential benefits were undeniable. However, the pandemic acted as a catalyst, forcing organizations to rapidly adapt and embrace digital solutions to ensure business continuity. 

The global digital transformation market is expected to grow to $1,009 billion by 2025 from $469.8 billion in 2020, at a CAGR of 16.5% during this period.   This rapid shift highlighted the need for agility, flexibility, and scalability – qualities that low-code platforms are uniquely positioned to deliver. 

The Benefits of Digital Transformation 

The potential rewards of embracing digital transformation are manifold. Studies by Gartner reveal that over 56% of CEOs attribute increased revenue to digital improvements. The benefits extend beyond just revenue generation, encompassing areas like: 

  • Increased Efficiency: Automation and streamlined processes lead to improved efficiency and productivity across departments. 

  • Enhanced Customer Value: Tailored experiences and personalized interactions build stronger customer relationships and loyalty. 

  • Risk Management: Data-driven insights and predictive analytics help businesses identify and mitigate potential risks. 

  • Profitability: Reduced costs, improved efficiency, and increased revenue contribute to a healthier bottom line. 

Challenges of Digital Transformation 

Despite the undeniable benefits, digital transformation journeys are not without their challenges. 28% of companies report that digital transformation is still often perceived as a cost centre according to Brian Solis.   

Some of the potential pitfalls include: 

  • Lack of Workforce Buy-in: Resistance to change from employees can slow down initiatives and hinder progress. 

  • Skill Gaps: Identifying and acquiring the right skill sets across the organization can be challenging. 

  • Measuring ROI: Quantifying the return on investment for digital initiatives can be complex and time-consuming. 

The Role of Low-Code  

Low-code platforms are revolutionizing the way businesses approach digital transformation. They offer a compelling alternative to traditional development methods, empowering organizations to: 

  • Democratize App Development: Business users and domain experts can contribute to the development process, reducing reliance solely on professional developers. 

  • Reduce Costs: Rapid development cycles and minimal hand-coding lead to significant cost savings compared to traditional methods. 

  • Accelerate Development: Visual interfaces and pre-built components enable faster application development, allowing for quicker response to market changes. 

  • Improve Agility and Innovation: Low-code platforms facilitate rapid experimentation and iteration, fostering a culture of innovation and agility. 

  • Simplify Scalability: Platforms are inherently scalable, allowing businesses to easily adapt to changing needs without significant code rewrites. 


The confluence of digital transformation and low-code development represents a fundamental shift in the way businesses operate. By leveraging low-code platforms, organizations can break free from traditional limitations and embark on a journey of rapid innovation, enhanced efficiency, and sustained growth. This is not simply about building applications faster; it’s about empowering businesses to become more customer-centric, and adaptable in a rapidly changing world. 

The low-code revolution isn’t a fleeting trend; it’s a permanent fixture in the future of business. It’s a tool that empowers businesses to harness their full potential, enabling them to innovate, adapt, and thrive in a digital world characterized by constant change. So, embrace Low-Code, chart your digital transformation journey, and unleash the full force of your organization’s capabilities. The future is here, and it’s time to seize it.