Helpdesk

By referring to the helpdesk, a user can:

• send a support request (trouble ticket) to tech support using the web interface, e-mail or by phone;
• attach an image to the message (e.g. screenshot);
• choose the ticket category;
• set the priority level of a ticket;
• receive confirmation via e-mail;
• receive replies via e-mail;
• evaluate replies;
• continue discussion;
• close the ticket.

This module's functions empower your technical support by allowing them to:

• receive support requests via the web interface, e-mail, forum, phone or other sources;
• classify requests by category;
• assign a responsible person to each category:
  • when creating a new ticket, a responsible person can be assigned automatically depending on category and priority level; a default responsible person can be assigned;
  • after a ticked is created, the responsible person will receive an e-mail notification;
  • if a responsible person cannot be assigned, the notice is sent to all Techsupport administrators;
  • if a ticket gets modified, the ticket author is notified via e-mail;
  • if a ticket gets modified by the author, the responsible and/or techsupport administrators of the ticket are notified via e-mail;
• add new ticket statuses (e.g. New, Open, Resolved etc);
• customize evaluation levels (e.g.: Satisfactory, Incomplete etc.);
• customize priority levels (e.g. high, normal, low etc.);
• configure additional information sources (e.g. email, phone, forum etc.);
• receive support requests using the Mail module;
• mark email messages as spam, thereby teaching the Mail module;
• perform actions on tickets (close; open; mark as not spam; mark as possible spam; mark as spam etc.);
• include hidden messages visible only to tech support team members in the context of a ticket so as not to reveal internals tech processes to the ticket author;
• register new tickets in the Statistics module;
• display information on users who viewed the ticket for a certain period;
• assign permissions to access the Tech support module;
• view helpdesk reports displaying the number of new, closed and open tickets (by responsible person, priority level, current status etc.);
• build graphs: tech support workload, time required to solve problems, number of messages exchanged to resolve problems;
• view graphs on a per-site basis;
• bind ticket source, questions and answers, estimates, status, and priority levels to multiple sites.

List of tickets

All the questions posted to the tech support service will be placed in a customized section of the site with access granted only to authorized staff.

Processing Requests

Users can make requests by filling in a special form, sending an email message, by telephone, etc. All requests are classified by category and priority level. E-mail and form requests are registered automatically; in other cases, the tech support staff should do it manually.

Registered tickets can be viewed only by the author (client) and the tech support staff. Tech support members can attach comments which are invisible to the ticket author.

When replying to a ticket, a tech support member sets the problem solution status. The client can view the status and receives replies via email.

Request History

The system keeps the whole history of tech support requests. The techsupport staff can always track back to an old problem, view the solution sequence and offer the most effective formula to a client.

Helpdesk Management

The techsupport administrator can configure ticket categories, create priority levels, assign responsible persons, create and edit message templates and more.

Trouble tickets list

Reports

The reports and graphs show:

• open and closed tickets;
• average problem-solving time;
• average messages exchanged to solve a problem etc.

	Problem-solving period chart	Messages exchanged in closed trouble tickets chart
	Helpdesk staff activities chart

Anti-spam

You can mark suspicious messages as spam and delete them. The self-teaching nature of the system ensures that all similar messages will be marked and/or deleted.

Actions on tickets