Head Guru Posted July 11, 2003 Posted July 11, 2003 In light of all the problems with our current help desk, we will be migrating to a new and hopefully improved help desk. We have been looking at this for sometime and I have now made the choice to make the move. This new help desk will not be tied into our customer database and will allow user registration on the fly, thus the username and password not found issues will stop. This will be implemented as soon as possible. Here are some of the features of the new help desk - General: Customizable header, footer, images, and colors PHP & MySQL based data system for fast data retrieval and display PHP & MySQL use less server resources Ticket ID number generation Unlimited customers Unlimited technicians/customer service reps Complete implementation of email functions All calls are logged Reports automatically generated Tech specific reports generated All information entered is stored Technician specific notifications Emergency email/pager notifications Emotional images Question levels In-built FAQ Password Reminder Announcements Email to Support Desk Answer Ratings Much more Customers: Personal greetings Easy to use customer interface Number of open tickets is reported New tickets have a unique ID number Keep track of the progress of open tickets at all times Answered tickets are stored for easy reference in the future Open and closed tickets can be viewed Can 'modify' an open ticket at anytime Can update their support account information Complete implementaion emails notifications Password reminder Answer ratings Much more Admin \ Tech: Interface is easy to use and understand Unlimited numbers of techs Techs have their own individual identities Admin center interface shows all open, unanswered tickets and their status Old tickets are archived as 'closed' and can be viewed at any time Search for tickets by ticket ID number, by customer domain name etc. Details about a ticket can be seen by simply clicking on a button When a tech replies to a ticket, they can choose an updated status such as 'Need More Info', 'Closed', 'In Progress', and more Replies by techs are 'time and date stamped' Emails are sent to the customer about updates Techs can keep notes about a customer's ticket. These notes are invisible to the customer Customer's domain name and email are listed as clickable links within their ticket Customer's support history can be seen by a simple click Remote access for Technicians allow your support team to work from any computer with internet access Technicians see only calls that are assigned to them Much more Quote
jslagle Posted July 11, 2003 Posted July 11, 2003 Will you migrate the existing user list or do we need to sign up again? No problem for me either way, just curious. Jim Quote
ZeroGravX Posted July 11, 2003 Posted July 11, 2003 Which Help Desk is it and where can we read about it??? Or is it a custum made one? Quote
TCH-Don Posted July 11, 2003 Posted July 11, 2003 A very nice feature list, Thank you! Thumbs Up Quote
Head Guru Posted July 11, 2003 Author Posted July 11, 2003 I do listen to customers, and I am sorry for any problems people are having with logging into the current help desk. So, I have pulled out my wallet and am making some final code changes before rolling out the new help desk. I hope you guys like it! * bill does this for the first time in two days Quote
SEO Posted July 14, 2003 Posted July 14, 2003 I do listen to customers, and I am sorry for any problems people are having with logging into the current help desk. TCH rocks because Head Guru Rocks! Quote
Recommended Posts
Join the conversation
You can post now and register later. If you have an account, sign in now to post with your account.