Need of customer requests tracking system
How HelpDesk meets our needs
Specific workflow changes
Our view on the workflow comprised a system which would allow generating reports based on customer requirements or needs with constant access to the state of the issued ticket. According to this information, the activity of our company would be deployed and managed in an efficient manner allowing prioritization and centralized management of each complaint.
For each submitted ticket the application generates alerts via an e-mail system. For example, assume a SoftRend customer makes a complaint. Whatever its type is, first it is necessary to log on the server dedicated to the Reliable Helpdesk application, which is performed under a single account.
Following successful authentication, the client is automatically redirected to the section dedicated to problem tickets. In this section, depending on the degree and type of problem, staff members set the priority and category for each ticket. Additionally, the person that issued a ticket can monitor it for changes in status or person allocated to solve it.