Help Desk Requests
NetHelpDesk has been developed so that you can have your own request types
with your own custom fields too. It's one of the few systems in the
world that allows you to set field visibility by looking up other field
values first.
The main NetHelpDesk screen shows a list of areas, sites and users in a
familiar Windows explorer style expanding tree view:
(click to enlarge)
The tree can also display lists of
equipment types, suppliers and services. Lists of requests can be
shown by status, priority or which technician they are currently
assigned to.
End users can submit requests to
you by:
- Phoning or Faxing
- Using the
web browser interface
- Sending an email
Different types of
actions can be defined by you to match the procedures adopted within
your organisation. Each action type, such as 'Logged to Supplier'
prompts the technician for appropriate fields of information to
standardise recording of progress.
When a request is
fully satisfied, final clearance details are entered and the SLA
compliance is evaluated. The option to make an entry in the change log
is available.
Any charges associated with the request can optionally
be entered and a knowledge base entry can be made to summarise the
problem for future reference.
Statistics screens can be viewed to show the level of compliance and effectiveness
of the support staff.
EMail Interface
The email interface allows end users to submit requests by
sending an email to a POP3 mailbox. NetHelpDesk reads this
mailbox and creates new requests in the database. Optionally
an acknowledgement can be sent back to the end user. The end
user can be kept informed of progress via automatic emails as
actions are taken on the request. They can update their
request by replying to these emails. When the call is cleared,
the end user can again be notified by email.
|
)
