Helpdesk

By appealing to the helpdesk, a user can:

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

The module functions empowers your technical support by allowing to:

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

List of tickets

All the questions posted to the techsupport service will be placed in personalized section of the site with access granted only to the authorized staff.

Processing Requests

Users can address their questions by filling a special form, sending an e-mail message, by call etc. All requests are classified by category and emergency level. E-mail and form requests are registered automatically; otherwise, the techsupport staff should do it manually.

Registered tickets can be viewed only by the author (client) and the techsupport staff. Techsupport members can take an advantage by adding comments invisible to the ticket author.

When replying to a ticket, a techsupport member sets the problem solution status. The client watches the status and receives replies via the e-mail.

Request History

The system keeps the whole history of techsupport 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 emergency levels, assign responsible persons, create and edit message templates and more.

Trouble tickets dictionary

Reports

The reports and graphs show:

• open and closed tickets;
• average solution duration;
• average messages required to solve a problem etc.

Helpdesk staff charge chart

Solving problem period chart

Number of messages in closed trouble tickets chart

Antispam

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

Actions on tickets