Help Desk Management System is a web application that speed up the process of supporting the customer problem and also produce an easier way of managing the support. Through this system, customer can make a support request.
It save a lot of time for customer because system automatically will take all customer‘s request. The system acts like a middle person or medium communication between customer and the supporting companies. All customer requests such as customer service request and frequently asked question (FAQ) will pass over the system.
Then system will distribute customer request to a valid responsible person to handle the request. When a responsible person gets a request, he or she will respond to customer request and reply a status for each customer request through this system. System will inform the customer about their current status of their request. The sub-modules attached includes:
Figure: Overall helpdesk module attributes
1. TICKETING SYSTEM
The ticketing system provides a platform for staff as well as vendors to records all reported issue. Each recorded issue will be provided with its unique Request ID or ticketing for follow-up purposes.
2. ASSET MANAGEMENT
The asset management module allows vendors to add new and edit existing asset to its database. The information stored will be utilized during the complaint logging process to ensure that the correct asset with a valid contract is being attended.
3. CONTRACT MANAGEMENT
Each assets created in the asset management module will be integrated to its own valid contract. These contracts need to be created and updated as necessary (as each contract has its own constraints and time period). By linking each asset with its contracts, vendor will be able to have visibility on the validity of each asset which are tagged to the created contracts.
4. SUPPORT MANAGEMENT
The support management provides a platform for vendors to records what steps or action have been taken to resolve the reported issue.
5. FRONT DESK PORTAL
All request and complains will be logged into this module. Complete description of the issue reported can be entered to provide better understanding of the problem.
The system also provide a full report of issues, tickets and actions. This information is very crucial in making managerial decisions.