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Helpdesk Ticketing System

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

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Helpdesk Ticketing System

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  1. Helpdesk Ticketing System Customer Relationship Module

  2. 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

  3. Roles • Student/Faculty • Helpdesk Agent • Second Level Team • Supervisor

  4. Screen Flow Helpdesk Ticketing System

  5. Login Screen

  6. Student/Faculty Login

  7. Student/Faculty Welcome Screen

  8. Tickets bin

  9. To rent equipment

  10. Check Inventory

  11. Order Placed

  12. Feedback

  13. Provide Feedback

  14. Logout Screen

  15. Helpdesk Login

  16. Helpdesk Work Area

  17. New Ticket Creation

  18. Saved Ticket

  19. Search Tickets

  20. Search Tickets- By ticket #

  21. Search Tickets

  22. Caselettes – Mini Cases

  23. Create Caselette

  24. Logout Screen

  25. Second Level Team Login

  26. Second Level Bin

  27. Accepting a ticket

  28. Accepting a ticket

  29. Update Cases

  30. Updated and Saved

  31. Logout Screen

  32. Supervisor Login

  33. Supervisor Work Area

  34. Reporting Tool

  35. Creating Reports

  36. Email and Phone List

  37. Announcements

  38. My Folders

  39. Log Record

  40. Log Record

  41. Logout Screen

  42. Who would buy this Software? • Any Customer Service Organization. • Example : Universities, IT Support Organizations, Etc.

  43. 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.

  44. Questions?

  45. Thank you

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