Tharaka Nithi County - Call Center Agent Portal

Agent Portal Access

Welcome to the Tharaka Nithi County call center operations portal. Access the help desk ticketing system and SMS platform to efficiently manage citizen requests and communications.

Portal Capabilities

Comprehensive tools for call center operations

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Help Desk Management

Create, assign, and track citizen service tickets. Monitor ticket status, escalate issues, and ensure timely resolution of all county service requests.

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SMS Communications

Send bulk SMS notifications, alerts, and updates to citizens. Manage communication campaigns and track message delivery status in real-time.

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Analytics & Reporting

Access comprehensive reports on ticket volumes, response times, and agent performance. Generate insights to improve service delivery.

Agent Guidelines

Ensure all citizen inquiries are logged in the help desk system
Respond to tickets within the designated SLA timeframes
Use professional and respectful language in all communications
Escalate urgent or complex issues to supervisors immediately
Maintain confidentiality of citizen information at all times
Update ticket status regularly to keep citizens informed

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Real-Time Updates

Instant notifications on ticket assignments

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Secure Access

Role-based permissions and data protection

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Mobile Responsive

Access from any device, anywhere

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Team Collaboration

Coordinate with other agents efficiently

Technical Support

📧 IT Support: support@tharakanithi.go.ke

📞 Helpline: 1513

🕐 Available: 24/7

Tharaka Nithi County Government