Help Desk Ticket System Purpose

Help Desk Ticket System

Purpose of the system

The help desk system is a system to improve the customer support experience by handling how issues related to clients are responded to Coyle, 1999.

It helps to tier customer support departments and handles issue escalation with ease. There are many purposes that are served by a help desk system. One is that it provides a channel for easy communication between the client and the support representatives. The system allows clients to send in their reports via email, SMS, or any other method. Latest systems also allow customer to send their issues and get them resolved via social media such as Twitter and Facebook Cleavenger, Gardner, & Mhatre, 2007.

The support representatives can then respond with ease to these issues. The second advantage of the help desk system is that it provides a function for recording the conversation. In a situation where more than one person is able to reply to the issues, this is extremely important since any person will be able to view previous correspondence and know what exactly the issue is and what has been done so far.

A help desk system helps to organize and assign issues with ease. Through the system, support representatives can assign issues to whoever is best to answer that. For example, some technical issues are escalated to the technical guys in the company. It also allows for prioritization of issues so the support representatives can know what to tackle, when. It can also create timer alerts for them to be able to know what issue needs to be handled at a specific time.

A help desk system can be used to bill customers. For companies or organizations which provide support or help services which are billed by the hour, the help desk system can be used to track time and only charge the customer for the actual amount of time spent handling their issue. Lastly, a help desk system can be used to send automatic replies to the customer to notify them on the progress of their issues. It can also send automatic replies to inform a customer that their correspondence has been received or when it has been assigned to someone or escalated.

Scope of the system

The help desk system will be developed to have as many relevant features as possible. First, and foremost, the system will have a simple authentication procedure that will enable support representatives to log in to the system using their password. The system will also have a permissions functionality where sales representatives can only see sales tickets or issues and support representatives can only see support tickets that have not been escalated. Technical support representatives will be able to view escalated tickets as well as support tickets that have not been escalated. However, system admins will have the ability to view all tickets.

Secondly, the system will allow for emails to be sent and pulled from an email address. Using the java parse () method, emails will be pulled via POP from an email address and added as customer's correspondence. Emails will be synched in periods of 2 minutes to make sure new responses are added into the system as they are received. A support representative will be able to view this correspondence based on the permissions level and respond appropriately. The response will be sent out via the email address to make sure the client received it.