Helpdesk is an online remote control problem resolution program that helps minimize business inconvenience resulting from outbreak of technical problems in PCs. When a TCO!Stream user encounters a problem and submits a problem report via Web, Phone, E-Mail, Fax etc., the Super Admin (Admin) provides solutions to the problem by using the resolution tools (such as remote control, and chatting). Before dealing with the problem, the Super Admin (Admin) may analyze the H/W and S/W information of the user and refer to the relevant data to fix the problem. In addition, the administrator can raise the business efficiency by using various forms of reports provided by Helpdesk. Helpdesk is a web-based helpdesk program which serves to easily find solutions to problems that occur in PCs.

Notification

Alert When Problem Has Been Submitted

Alert When Problem Detail Has Been Edited

Alert When Problem Has Been Transferred

Alert When Problem Has Been Completed

Alert When User Satisfaction Has Been Verified

Receive SMS Notification (Optional)

Bulletin Board Management

The Super Admin can add, edit, or delete any features (such as notice, board, downloads) of the bulletin board. This will create an environment whereby every lastest updates, news or announcements can be publish by administrator to the web.

Knowledge-base

Knowledge-Based Reports can be set up on the basis of problems for submitted problems that occur frequently. Such information can be used as a reference by the Admin when solving a problem. Users submitting problems may use the Knowledge search feature to search for knowledge-based problems. Knowledge-based reports may be added, edited, and deleted directly by the Super Admin or the Admin.

Reporting

Problem Solved Rate: Problem solved rate of Admins by problem type

Time of Problem Requests: Statistical by time when problem were submitted

Action Maker Job: Job performance by Admin (Action Maker)

Daily Job performance: List of Admin job performance of a specific date

Time Elapsed to Solve Problem: Time taken by Admin to solve problem

Department: Statistical data of problem types by department

Satisfaction: Statistical data for users satisfaction

Problem Type: Statistical data by problem types

Problem Device: Statistical data by devices with problems