Helpdesk (DILC): Difference between revisions
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=See Also= | |||
* [[DILC:Helpdesk Backroom]] (admin staff only) | |||
[[Category:DILC Matters]] | [[Category:DILC Matters]] | ||
Revision as of 23:43, 8 March 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
See Also
- DILC:Helpdesk Backroom (admin staff only)