Helpdesk (DILC)
From Iskomunidad
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
- autoresponse to acknowledge receipt of message
- assign or 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 or support history
- role-based access for staff and users
