The key features of Helpdesk system is as follow:

Key Features

Problem Submission

Users who have a problem can submit their problem via the guest menu page through their web browser. However, if the user cannot use the website, they can also request help to solve the problem by e-mail or phone call. In this case, the Admin or Super Admin who receives the problem report from the user should fill out the problem report directly from the Administrator’s menu page.

Problem Reporting List

By clicking ‘Problem report list’, the administrator can view the list of submitted problem reports. The list of problems can be sorted according to urgency, administrator-in-charge, and problem resolution status. The administrator can easily distinguish the problems by recognizing the icons that show the urgency and resolution status of each problem.

 

Search and Filter Problem Report

All submitted problem reports can be searched and filtered on the basis of the submission time, problem type, urgency list, device with problem, resolution type, and resolution status etc.

 

Knowledgebase

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.

Comprehensive Reporting

Helpdesk system provides a complete and easy way to produce report logged into the helpdesk and all the reports are able to export in to excel.

Types of reports are:

Type of Report			Details of Report
Problem solved rate			Problem solved rate of Admins by problem type – by period (day/month/year)
Time of Problem Requests			Statistical data by time when problem requests were submitted – by period (day/month/year)
Action Maker Job			Job performance by Admin (Action Maker) – by period (day/month)
Daily Job performance			List of Admin’s job performance of a specific date
Time Elapsed to Solve Problem			Time taken by Admins to solve problem of different problem types – by period (day/month/year)
Department			Statistical data of problem types by department
Satisfaction			Statistical data for user’s satisfaction
Problem Type			Statistical data by problem types
Problem Device			Statistical data by devices with problems

 

 

Notification

In Helpdesk system, there are 3 methods to notify the administrators which are:

• Screen Saver : Administrator can configure their PC’s Screen saver as Helpdesk screen saver

• Mail Alarms(alert) : Administrator can email alert in various kind of situations

• SMS Notification (OPTIONAL) : Helpdesk system also can send SMS to respective administrator

Bulletin Board

Helpdesk system provide a medium for administrator to broadcast news for upload information to user

Profiled Access

A. User Report a Problem Check the process status of the reported problem Send the satisfaction evaluation about the problem that has been solved

B. Admin Handle problems by remote control using problem resolution tools. Check individual PC information Transfer problems to other departmental Administrator Search problems that are similar (Knowledge-base Search) Provide individual daily job performance report

C. Super Admin Produce a statistical data report on the entire problem status Select the resolution group and authority for each Admin (by location, department, Administrator’s ability type, problem type) Management of problem types that fits the company’s business Management of various alert mails (problem report submission, transfer, resolution completed) Management of posted entries (notice, bulletin board, downloads)

Customized Functionality

Helpdesk system provide a customized function to set up the necessary information (such as Problem type management, device, resolution type, authority by Admin) to manage Helpdesk system. This feature can be accessed to only Super Admin who has the right to set up the configurations.

Setting Working Hour

In this feature, the working hours of the Admin can be set up by day and hour. In addition, it is possible to select the message to be displayed to the requester during non-working hours.