Overview of Gadoz Ticketing System Dean Powers Founder, Gadoz Email: [email_address] November 19, 2006

Presentation Goals Ticketing System Design Goals Target Market Primary Features

Ticketing System Design Goals

Target Market

Primary Features

Ticketing System Design Goals To Build A Ticketing System that is: Highly Customizable Integrated with Plone CMS Hosted Web Service or Local Server AJAX Enabled UI

To Build A Ticketing System that is: Highly Customizable Integrated with Plone CMS Hosted Web Service or Local Server AJAX Enabled UI

Target Market Complex Ticketing Environments Test Labs that Track Jobs and Samples Environments with Complicated Ticket Workflow Need to Charge Customers based on Fixed or Hourly Rates Need to Account for Staff Time Per Ticket Integration into SalesForce.com

Complex Ticketing Environments Test Labs that Track Jobs and Samples Environments with Complicated Ticket Workflow Need to Charge Customers based on Fixed or Hourly Rates Need to Account for Staff Time Per Ticket Integration into SalesForce.com

Underlying Technology Plone Content Management System (2.51) Zope Application Server (2.10) Python Linux, FreeBSD, Windows, OS X Benefits : Open Source, No Licensing Fees, Non-Proprietary

Plone Content Management System (2.51)

Zope Application Server (2.10)

Python

Linux, FreeBSD, Windows, OS X

Primary Ticketing System Features Per User Email Notification Policies Public/Private Ticket Comments & Ticket Attachments Staff Time Records for Each Ticket Customizable Ticket Workflow Ticket Sharing with Other Users Incoming Emails Generate Tickets Replies to Emails Become Part of Ticket Comments

Per User Email Notification Policies

Public/Private Ticket Comments & Ticket Attachments

Staff Time Records for Each Ticket

Customizable Ticket Workflow

Ticket Sharing with Other Users

Incoming Emails Generate Tickets

Replies to Emails Become Part of Ticket Comments

Extranet Features Company/Division/User Accounts Tickets Private To Each User Users may Share Tickets with other Users “ Teams” allow groups of users to access tickets

Company/Division/User Accounts

Tickets Private To Each User

Users may Share Tickets with other Users

“ Teams” allow groups of users to access tickets

Email Features Users login with Email Address System generates automatic emails based on each users email notification policy Email notification policy can be locked for each user by manager.

Users login with Email Address

System generates automatic emails based on each users email notification policy

Email notification policy can be locked for each user by manager.

Login Features Login using email address (new feature) User ID is separate from email address so users can change email and not affect login Retreive password and reset password feature System Manager can force “strong” passwords as system option. Requires users to select passwords with both letters and numbers.

Login using email address (new feature)

User ID is separate from email address so users can change email and not affect login

Retreive password and reset password feature

System Manager can force “strong” passwords as system option. Requires users to select passwords with both letters and numbers.

Ticket Comment Feature Staff and users can add comments to tickets By default, staff comments are internal and not viewable by customers User comments are viewable to staff New comments generate emails to staff and users based on their email notification policy User replies to emails are added to ticket as a comment

Staff and users can add comments to tickets

By default, staff comments are internal and not viewable by customers

User comments are viewable to staff

New comments generate emails to staff and users based on their email notification policy

User replies to emails are added to ticket as a comment

Incoming Email Users can create a ticket simply by sending an email to an address configured by site manager. Application looks at “from-to” address to select Company/User Email Subject --->Ticket Title Email Body --> Ticket Description Email Attachments--->Ticket Attachments Benefit to Users: Submit Tickets without logging into Support Site Benefit to Support Organizations: Turn incoming email into tickets

Users can create a ticket simply by sending an email to an address configured by site manager.

Application looks at “from-to” address to select Company/User

Email Subject --->Ticket Title

Email Body --> Ticket Description

Email Attachments--->Ticket Attachments

Benefit to Users: Submit Tickets without logging into Support Site

Benefit to Support Organizations: Turn incoming email into tickets

Automatic Emails Emails generated by System include Ticket Number, Title, Description Users/Staff may reply to email and the emailed reply becomes part of Ticket comments Owners are tickets are automatically subscribed to tickets Other members of Company may subscribe to tickets for which they have been given access rights

Emails generated by System include Ticket Number, Title, Description

Users/Staff may reply to email and the emailed reply becomes part of Ticket comments

Owners are tickets are automatically subscribed to tickets

Other members of Company may subscribe to tickets for which they have been given access rights

Licensing Model Hosted Web Application on Gadoz Servers Fixed Monthly Fee + Disk Space or Installed on your server for one-time cost One-Time License Fee + Monthly Support Benefits : Begin as Web Application---> Migrate to in-house App

Hosted Web Application on Gadoz Servers Fixed Monthly Fee + Disk Space or

Installed on your server for one-time cost One-Time License Fee + Monthly Support

Want to Know More? [email_address] Web Site: http://www.gadoz.com/ Chat: Yahoo - [email_address] Jabber - deanpowers@jabber.org AIM - [email_address] ICQ - 339638184 Benefits : Begin as Web Application---> Migrate to in-house App

[email_address]

Web Site: http://www.gadoz.com/

Chat: Yahoo - [email_address] Jabber - deanpowers@jabber.org AIM - [email_address] ICQ - 339638184