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