Helpdesk Ticketing System

Customer Relationship Module

Introduction Inspired by InfoCommons Helpdesk

Helps maintain customers in a Helpdesk

What does the system do? Typical scenario at a Helpdesk

Existing System – Existing Problem

Roles

Student/Faculty

Helpdesk Agent

Second Level Team

Supervisor

Screen Flow

Helpdesk Ticketing System

Login Screen

Student/Faculty Login

Student/Faculty Welcome Screen

Tickets bin

To rent equipment

Check Inventory

Order Placed

Feedback

Provide Feedback

Logout Screen

Helpdesk Login

Helpdesk Work Area

New Ticket Creation

Saved Ticket

Search Tickets

Search Tickets- By ticket #

Search Tickets

Caselettes – Mini Cases

Create Caselette

Logout Screen

Second Level Team Login

Second Level Bin

Accepting a ticket

Accepting a ticket

Update Cases

Updated and Saved

Logout Screen

Supervisor Login

Supervisor Work Area

Reporting Tool

Creating Reports

Email and Phone List

Announcements

My Folders

Log Record

Log Record

Logout Screen

Who would buy this Software?

Any Customer Service Organization.

Example : Universities, IT Support Organizations, Etc.

Why would you buy this Software?

Web-enabled. Hence can be accessed from anywhere.

Uses an existing database.

Can be implemented in any Helpdesk.

Simple to use.

Questions?

Thank you