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Key Features

Avikto's power comes from a set of integrated features that work together to streamline case management. Here's what the platform offers:

Case Management​

Capture, track, and manage every piece of work

  • Create cases from templates for consistent data capture
  • Assign cases to individuals or place them in queues for team processing
  • Track full case history with timestamps and user information
  • Link cases to customers and contacts for complete relationship visibility
  • Attach documents and notes for context
  • Bulk operations (export, duplicate, reassign) for efficiency

Projects​

Organize cases into separate workstreams

  • Create isolated project workspaces for different teams or initiatives
  • Each project has its own cases, queues, dashboards, and team members
  • Project-level access control so teams only see what's relevant to them
  • Shared org-wide assets (templates, workflows) apply across projects

Queues and Board Views​

Visualize and organize case flow

  • Group cases into processing queues (e.g., Triage, Review, Authorization)
  • See cases move from queue to queue as they're processed
  • Kanban board view for drag-and-drop case movement
  • Queue-based routing through automation workflows

Templates​

Standardize how cases are captured

  • Define reusable case structures with consistent fields
  • Build templates manually with a visual form builder or describe them in plain language for AI generation
  • Version templates as they evolve
  • Map templates to specific case types within a project

Workflow Automation​

Make routine decisions and actions automatic

  • Define When-If-Then rules: "When a case enters this queue IF priority is High THEN notify the supervisor"
  • Triggers: queue changes, status changes, deadline approaching
  • Conditions: filter when actions run based on case attributes
  • Actions: assign, move to queue, change status, add comments, send notifications
  • Create complex multi-action workflows with AND/OR logic

Calendar and Scheduling​

Track deadlines and SLAs across the organization

  • View all cases and events on a global calendar
  • Filter by event type (case deadline, hearing date, SLA deadline, meeting, reminder)
  • Filter by team member to see individual workload
  • Schedule recurring events for recurring work
  • Link calendar events to specific cases for traceability

Chat and Collaboration​

Keep conversations connected to cases

  • Direct messaging between team members for quick questions
  • Group chats for team discussions
  • Reply to specific case comments to create threaded conversations
  • Real-time notifications so team members stay aware

Contacts (CRM)​

Maintain a centralized customer directory

  • Store individual and business contact records
  • Link contacts to cases for customer relationship tracking
  • Search contacts quickly when creating or updating cases
  • View all cases for a particular contact to understand their history

Dashboards​

See your team's pulse in real time

  • KPI metrics: Total Cases, Cases in Progress, Cases Resolved, High Priority Cases
  • Create multiple named dashboards for different needs (Executive View, Team View, etc.)
  • Customize widgets: bar charts, line charts, pie charts, area charts
  • Drill down from high-level trends to specific cases causing anomalies
  • Live updates without page refresh

Reports​

Analyze data and share insights

  • Build custom reports with 3-step wizard
  • Choose which columns (case fields) to include
  • Choose visualization type: table, pie, bar, line, stacked bar, area, donut
  • Apply filters: project, queue, status, priority, date range
  • Schedule reports for automatic delivery to stakeholders
  • Export reports in multiple formats for offline sharing

Notifications​

Stay aware without constant checking

  • In-app notifications for case assignments, workflow actions, SLA warnings
  • Email notifications for important events
  • SMS notifications (opt-in) for urgent items
  • Customize what events trigger notifications at the org level
  • Set personal notification preferences

Integrations​

Connect Avikto to your existing tools

  • Microsoft Teams for real-time collaboration within Teams
  • Slack for case updates in Slack channels
  • Outlook Calendar for SLA deadline synchronization
  • Email integration for case creation from incoming emails
  • API access for custom integrations with other systems

Find anything across the platform

  • Global search across cases, projects, templates, reports
  • Filter by type, date, assignee, status
  • Quick jump to the most recent cases
  • Keyboard-first navigation for power users

Security and Access Control​

Protect sensitive data and ensure compliance

  • Organization-level roles and permissions
  • Project-level roles for fine-grained access
  • Audit logs for every administrative action
  • Policies for OAuth, SSH, public projects, IP restrictions
  • Two-factor authentication for individual accounts
  • Device management to track where users are logged in
  • Session control for remote logout

Settings and Preferences​

Personalize the platform for your needs

  • User profile with photo and role information
  • Notification preferences (in-app, email, SMS)
  • Date/time formats for regional preferences
  • Theme selection (light, dark, system)
  • Accent color customization
  • Timezone configuration for accurate timestamps

Next: Learn about the different User Profiles and what each role can do.