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IT
Helpdesk
Help desk system enables the recording of a 'help-call'
and its subsequent redressal via Assignments and Call-reporting.
The product can be setup in three modes: In-house,
Call center and Extranet.
In the In-house mode, end-users within the internal
organization would have the facility to log their
calls. Then, the help desk department would assign
engineers and subsequently resolve the issue.
Organizations who have setup a Call center would find
the second mode useful. Here calls are received from
end-user organizations by an operator who would log
the calls into Help desk System. The product , then
, helps track the progress of the calls.
Finally, service organizations would like to setup
Help desk System in the Extranet mode.In this mode,
end-user organizations would log their calls via the
Internet.
Features:
- Web
Enabled
Browser clients as front end.
- Security
Access to the application is via a login.
- Restricted
Access
End-users or End-user organizations can only view
their own calls.
- Role-based
The Administrator can setup who from the hosting
organization can perform the functions of Help
Desk Operator, Help Desk Admin, Help Desk User
and Help Desk Manager. Based on the role the logged
user can view and perform related tasks.
- Mail-
Trigger
Optionally, via setup, the application sends mail
triggers to the end-user on assignment and completion.
- Configurable
The application has a number of setup parameters
that cater to the needs of different organizations.
These include defining your own status, problems
as well as problem categories.
- Log
Maintains log of all the actions taken for a given
call. This includes who did it, when and what
was the action taken.
- Reports
Help Desk System generates numerous reports like
the Customer-based performance reports on categories
and problems both in table- format as well as
bar graph. There are reports that the help desk
can generate that shows performances by customer,
by problem as well as by engineer.
Pre-requisites:
Domino Version
- Domino
Rel 5.0 and above on the server
- 4GL
Browsers on client viz. lE4.0 + or Netscape 4.5+
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