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New Helpdesk Demonstration

New Helpdesk Demonstration. Support.imperial.edu Omar ramos 05/19/2008. Conclusions. WHMCS is an adequate replacement for our current helpdesk system.

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New Helpdesk Demonstration

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  1. New HelpdeskDemonstration Support.imperial.edu Omar ramos 05/19/2008

  2. Conclusions WHMCS is an adequate replacement for our current helpdesk system. Migration off the current helpdesk system should begin as soon as possible should it be decided to begin officially using WHMCS as our helpdesk. Should we rethink the way things are currently done that way things can operate more efficiently in a new helpdesk system?

  3. Current Helpdesk Runs best on a Windows server with ASP programming language support Also runs on Linux/Unix if using Sun Java ASP Pricing starts at $300 and allows for 3 Techs (5 techs is $1,500, 6 is $2,000, unlimited is $15,000) Has additional features that aren’t being used.

  4. WHMCS Stands for “Web Hosting Manager Complete Solution” Purpose is to allow a business to automate account creation on a web server. I’m using it to allow faculty members to change their FTP passwords by themselves Has a great built-in helpdesk system that wouldn’t be used fully by myself. Has support for unlimited techs at $325 Has customizable roles (to limit certain techs from accessing portions of the system)

  5. Faculty/Staff Dashboard

  6. Registration Page

  7. Support Department Listing

  8. Submit Ticket Page

  9. Support Ticket Listing

  10. Downloads

  11. Knowledgebase

  12. Change FTP Password Page

  13. Tech and IT Staff Dashboard

  14. Support Tickets Page

  15. WHMCS Benefits Slicker User Interface Similar Features Less Expensive Easily Modifiable Custom Reports Supports Ticket Replies via Outlook

  16. Questions Should we rethink the support department listings? Should we customize the submit ticket pages for computer/software support to guide users in solving common problems themselves by asking them to check certain things (e.g Is the power on?, Is the cable plugged in?, etc.) Should a policy be created where all help requests go through the helpdesk? How can the helpdesk be used to guide development in Argos/Banner?

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