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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.
Thirdly, the system will provide the...
When a ticket is escalated, it is placed in a separate group specifically for escalated tickets. For escalation, the support rep will need to choose a priority level for the ticket based on a 1-5 system with 1 being the highest priority and 5 being the lowest. The company will need to develop standards for each category to make sure all employees are on the same page on this.
The system will allow for support representatives to be able to view the tickets queue and decide what tickets they want to handle and at what time. They will be able to view the customer's contact information and previous correspondence between the client and other support representatives.
References
Cleavenger, D., Gardner, W.L., & Mhatre, K. (2007). Help-Seeking: Testing the Effects of Task Interdependence and Normativeness on Employees Propensity to Seek Help. Journal of Business and Psychology, 21(3), 331-359.
Coyle, R.G. (1999). System Dynamics at Bradford University: A Silver Jubilee Review. The Journal of the Operational Research Society, 50(4), 296-301.
Its work is to 'mask' a specific person onto an assistant. Administrator The administrator is an extension of the person class. The class has a field that is named as 'field' that is necessary for saving the administrator access levels. The 'field' instance also distinguishes the administrator from the Chief Executive Office (CEO). The levels are' Level 0: CEO Level 1: Administrator FAQ The FAQ class is responsible for saving the User frequently asked questions (FAQ). Ticket The
The Help Desk has grown from being a stand-alone service strategy to one that is leading many organizations to support a multi-channel and in some instances, multi-channel based approach to delivering service. Examples of TBSS options across different service industries include on-demand service and support through guided solution applications on websites, guided help on telephone systems, (ATMs), electronic kiosks for baggage check in or a boarding pass at airports as
The subject matter of systems administration includes computer systems and the ways people use them in an organization. This entails knowledge of operating systems and applications, as well as hardware and software troubleshooting, but also knowledge of the purposes for which people in the organization use the computers. The most important skill for a system administrator is problem solving. The systems administrator is on call when a computer system goes
Delphi Study: Influence of Environmental Sustainability Initiatives on Information Systems Table of Contents (first draft) Green IT Current Methods and Solutions Green IT and energy costs Green It and Email Systems Green IT and ICT Green IT and ESS Green IT and TPS Green IT and DSS Green IT and other support systems Green IT and GHG reduction Green IT and the Government Sector Green IT and the Corporate Sector Future Prospects of Green IT in the software industry The paper focuses on how the
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XML is used not only to represent the data but also as a messaging protocol called SOAP; and (6) Portal Integration is another popular integration methodology in use today. It doesn't involve expensive and time consuming technologies and processes that EAI and data warehousing require. Also, it is the most customer-facing of all the methods described in this section. This means that it can be highly personalized and customized