Helpdesk (DILC)
From Iskomunidad
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
Ticket System in Action
Average number of hours to concern resolution at DILC
SMS Module
Readings
Deployment Outside DILC
See Also
- DILC:Helpdesk Backroom (admin staff only)