Helpdesk
Based upon an implementation we completed for a large utilities organisation we
can provide a helpdesk application running within Windows Sharepoint Services.
Solution
We have a solution which is normally a good starting point for your helpdesk application
requirements. As each client has different requirements it is likely that
some customisation will be required.
The application enables users to process a support call via a web form. The form
validates the information and once submitted adds the support call into a queue.
Depending upon certain criteria the call will be routed to the most appropriate
person or department who will be alerted that there is a support request requiring
attention. The support team can then either respond to the request or ask for further
information.
Within the application there are automated reminders should a request not be responded
to within pre-defined agreed timescales and escalation capabilities should the reminders
be ignored.
The solution integrates with a clients existing network security policy.