Helpdesk (DILC): Difference between revisions
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Revision as of 11:43, 11 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 for received messages and overdue tickets
- reporting of team and individual performance
- transfer of ticket to another individual or department or team
- internal notes for tickets
- knowledge base of pre-made responses
- archival of concerns and responses
