Helpdesk (DILC): Difference between revisions
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=[http://dilc.info/help dilc.info/help]= | =[http://dilc.info/help dilc.info/help]= | ||
DILC Helpdesk is a support ticket system for efficiently addressing concerns relating to DILC services. | [[File:Feedback_on_fast_UVLe_Support.png|300px|thumb|right|feedback on UVLe Support]] | ||
DILC Helpdesk is a support ticket system for efficiently addressing concerns relating to DILC services. A support ticket can be filed at dilc.info/help or by emailing uvle@up.edu.ph (for UVLe-related and other concerns or ovle@dilc.upd.edu.ph (for OVLe-related issues). For the faculty, texting is also possible via 0928-839 3265. | |||
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__NOTOC__ | |||
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==Features== | ==Features== | ||
* consolidation of messages from various channels (email, fax, phone, SMS) | * consolidation of messages from various channels (email, fax, phone, SMS) | ||
* grouping of staff operators by departments or teams | * grouping of staff operators by departments or teams | ||
* alerts for received messages and overdue tickets | * alerts and notices for received messages and overdue tickets | ||
* reporting of team and individual performance | * reporting of team and individual performance between periods | ||
* transfer of ticket to another individual or department or team | * autoresponse or acknowledgement of receipt of message | ||
* internal notes for tickets | * assignment or transfer of ticket to another individual or department or team | ||
* internal notes for tickets to help clarify the issue before sending out the response | |||
* knowledge base of pre-made responses | * knowledge base of pre-made responses | ||
* archival of concerns and responses | * archival of concerns and responses; support history | ||
* role-based access for staff and users | |||
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[[Image:Screenshot-DILCHelpdesk.png|600px]] | |||
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[[Image:Helpdesk Ticket Activity.png|600px]] | |||
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==Ticket System in Action== | |||
Average number of hours to concern resolution at DILC<br /> | |||
[[File:DILC_Helpdesk_-_Hrs_to_resolution_-2012-3.png]] | |||
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==SMS Module== | |||
===Readings=== | |||
* [http://kalkun.sourceforge.net Kalkun] | |||
* [http://playsms.org PlaySMS] | |||
* [http://www.kannel.org Kannel] | |||
* [http://smstools3.kekekasvi.com/ SMS Server Tools] | |||
* [http://search.cpan.org/dist/GSM-SMS/ GSM Daemon] | |||
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=Deployment Outside DILC= | |||
* [http://our.upd.edu.ph/helpdesk/ OUR Helpdesk] | |||
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=See Also= | |||
* [[DILC:Helpdesk Backroom]] (admin staff only) | |||
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[[Category:DILC Matters]] | [[Category:DILC Matters]] | ||
Latest revision as of 09:39, 19 March 2014
dilc.info/help
DILC Helpdesk is a support ticket system for efficiently addressing concerns relating to DILC services. A support ticket can be filed at dilc.info/help or by emailing uvle@up.edu.ph (for UVLe-related and other concerns or ovle@dilc.upd.edu.ph (for OVLe-related issues). For the faculty, texting is also possible via 0928-839 3265.
Features
- consolidation of messages from various channels (email, fax, phone, SMS)
- grouping of staff operators by departments or teams
- alerts and notices for received messages and overdue tickets
- reporting of team and individual performance between periods
- autoresponse or acknowledgement of receipt of message
- assignment or transfer of ticket to another individual or department or team
- internal notes for tickets to help clarify the issue before sending out the response
- knowledge base of pre-made responses
- archival of concerns and responses; support history
- role-based access for staff and users
Ticket System in Action
Average number of hours to concern resolution at DILC
SMS Module
Readings
Deployment Outside DILC
See Also
- DILC:Helpdesk Backroom (admin staff only)