Helpdesk (DILC)

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

See Also

• DILC:Helpdesk Backroom (admin staff only)