Introduction

HelpDesk module provides the users with an interactive trouble ticket database, which simplifies reporting and solving problems. Moreover, the database is expanded on an ongoing basis with subsequent technical issues and the related histories of how issues have been solved, thus becoming a valuable knowledge base both for users and technical support employees.

HelpDesk interface

•The trouble ticket database allows the users to report their technical issues with the use of the trouble ticket creation mechanism. Trouble tickets can be created both by users with an installed Agent and without (after logging in or by e-mail).

•The trouble tickets are solved by HelpDesk employees.

•In the part for Administrators and HelpDesk employees, the incoming trouble tickets are processed and assigned to the appropriate person who receives notifications about the delegated problem which requires solving.

•A User can monitor the solving of the reported issue and its current status, as well as exchange information with the administrator, by means of comments, which can be entered and read by both parties.

•The knowledge base is a space where Administrators and HelpDesk employees can publish articles describing the procedures which have been used in a given organization and the most common issues and their solutions.

An example of the view of the trouble ticket database from the Administrator level is presented above.