HelpDesk Web based application

This application is used for the companies who provide helpdesk facility for their clients. This is a web based application and complaints/enquiry can be logged using web form on company's website as well as via phone call. The operators answering the telephone calls can manually log the complaint and / or inquiry through web based interface and a ticket is generated. When users direclty submit web form ticket is generated automatically. The issue tracking is based on the ticket no.

Once the ticket is generated they are forwarded to the assigned respective operator / user to handle it. This can be defined using the forwarding rules provided in the admin area. Rules can be defined based on form category or subject, etc. The operator / user can deal with that ticket and can close it is the issue is resolved/ answered. Facility to forward the ticket to another operator / user is also available.

System users can define various ticket status on their own for e.g open / close / unattended / deal later, etc. They can also defined pre configured messages ( canned messages ) so they can compose the email and reply quickly.

Various reports are available to view the log history operator wise, client wise, etc.

Request Free Quote - We are a one stop solution for all your web development outsourcing needs.