Helpdesk (DILC): Difference between revisions
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* grouping of staff operators by departments or teams | * grouping of staff operators by departments or teams | ||
* alerts and notices 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 | ||
* autoresponse | * autoresponse or acknowledgement of receipt of message | ||
* | * assignment or transfer of ticket to another individual or department or team | ||
* internal notes for tickets | * 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 | * role-based access for staff and users | ||
Revision as of 00:08, 17 February 2013
dilc.info/help
DILC Helpdesk is a support ticket system for efficiently addressing concerns relating to DILC services.
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
