IT Help Desk system

Suljettu Julkaistu 3 kuukautta sitten Maksettu toimituksen yhteydessä
Suljettu Maksettu toimituksen yhteydessä

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Web based IT Help desk Ticketing system

IT Help Desk Ticketing System plays a critical role in efficiently managing IT support requests and ensuring a smooth workflow for both users and IT technicians. Here's an explanation of the features for such a system:

Ticket creation

Users can create a ticket typically by filling out some fields for essential information, this includes

Nature of the issue,

Brief description of the issue

Contact details.

Users can select from predefined categories or types of issues (e.g., software problem, hardware request, network issue) to help classify their request.

Users can attach files or screenshots related to the issue.

IT technicians can assign the raised tickets to specific team members based on their expertise and workload.

IT technicians can reach out to users (via chat, mail) for clarification or to gather more details.

Depending on the categorization and severity level, IT technicians will route the ticket to specialized teams or individuals within the IT department.

Ticket tracking

After creating a ticket, users can access the portal to view the real-time status of their tickets (open, in progress, on hold, or resolved).

Users can track the progress of the tickets for information such as

Last updated time

Technician assigned

Notes or comments added by IT staff.

It will also provide users with the estimated resolution time for each ticket based on its priority and complexity.

When a ticket is marked as resolved or closed by IT staff, users are notified by email.

The Ticket tracking feature maintains a historical record of all interactions related to the ticket.

IT Technicians will change the status to "in progress" when they start working on a ticket and provide updates as they make progress.

The ticket tracking system is used to initiate the escalation process to higher-level technicians or specialized teams.

IT technicians can track the time spent on each ticket.

When a ticket is closed ,they provide details about the resolution like

Steps taken

Solutions implemented

Any necessary follow-up instructions for users.

Ticket prioritization

Users create a ticket, they can select the priority level of their issue like

Urgent (High,critical)

Regular

Low

The ticketing system provides guidance on what each priority level entails, helping users understand how to categorize their issues effectively.

IT technicians can review the priority level assigned to each ticket to determine its urgency and impact.

The ticketing solution provides quicker escalation processes for high priority tickets.

Knowledge base Integration

Users can access a searchable Knowledge Base that contains

Articles

FAQs

Tutorials

Solutions/Troubleshooting guides to common IT problems.

Users can use a search bar to enter keywords or phrases related to their IT problems

Users can use a search bar to enter keywords or phrases related to their IT problems

IT technicians and support staff create, update, and maintain the Knowledge Base content.

Ability to access the Knowledge Base directly from the ticketing system interface.

Reporting and Analytics (KPI)

Admin/authorized personnel can access a centralized dashboard that presents an overview of key performance indicators (KPIs) related to IT support operations.

The portal also includes Reporting tools that provide data on the total number of tickets created within a specific time frame.

Analytics track the average response time for tickets.

Admin can assess the percentage of resolved tickets out of the total number of tickets created.

Reporting tools in the portal will show the number of open and pending tickets.

Ability to evaluate individual technician performances with factors like

Ticket resolution times

User satisfaction scores

Overall productivity.

User feedback and satisfaction ratings.

Ability to track which articles are most frequently viewed in the knowledge base.

Provide trend analysis

Identify recurring issues or patterns in ticket submissions.

Option to create custom reports tailored to specific needs, such as reports for

Budget planning

Resource allocation

Compliance tracking.

User portals

User portals provide a single, centralized interface to interact with the IT help desk.

Users can create new support tickets directly from the portal.

Users can view a list of all their active and past support tickets.

Users can check the real-time status of their tickets.

User portals include communication features that allow users to interact with IT technicians directly through the portal.

Users can access the Knowledge Base directly from the portal. They can search for self-help resources, articles, FAQs, and solutions to common IT problems before creating a new ticket.

Users can access the history of their previous support interactions, including resolved tickets.

After a ticket is resolved, users are prompted to provide feedback on their support experience.

IT technicians can access the user portal to review incoming support requests submitted by users.

Technicians can assign tickets to themselves or other team members based on expertise, workload, or ticket type.

Technicians can communicate with users directly through the portal's messaging or comment system.

IT technicians update the status of tickets as they work on them. Users can see these updates in real-time.

When a ticket is resolved, IT technicians mark it as resolved in the portal.

The portal offers the option to monitor the workload of IT technicians and ensure that tickets are evenly distributed and resolved in a timely manner.

Audit Trails

The portal provides detail tracking [login to view URL] includes

Ticket creation

Updates

Status changes,

Comments,

Assignments

Resolutions.

Audit trails include timestamps for every action.

Provides a complete change history of a ticket.

Mobile Accessibility

IT staff and users can access the ticketing system from smartphones and tablets, allowing them to create, track, and respond to tickets on the go.

User Satisfaction Survey

After a ticket is resolved, users can provide feedback on their satisfaction with the support provided.

Asset management

Through inventory control the portal can maintain an up-to-date inventory list that includes details like

Asset type (laptops, keyboards, printers, other devices, etc,.)

Serial numbers

Locations.

The portal allows for tracking the status and location of each asset

Asset management systems allow scheduling and track maintenance tasks for hardware assets.

Track warranty information for assets, ensuring that warranty claims are made in a timely manner.

Asset management systems facilitate asset audits and compliance checks.

Integration with the help desk ticketing system allows for linking assets to specific support requests.

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