Helpdesk 360

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Velocity has developed "Helpdesk-360" popularly known as "HD-360" (www.hd-360.org) is one of the Enterprise class Open Source Solutions for Small to Medium Size organizations. This system helps the organization manage their tickets and increase the performance of their support staff.

Velocity aims to gives back something to the society so HD-360 is Open Source but you can always buy our paid support for instant help and maintenance of the system.

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Helpdesk 360

  1. 1. Agenda<br /> Introduction to Helpdesk 360 & Salient features<br /> Product Features<br /> Roles – Admin, Staff, User<br /> Authentication<br /> Active Directory <br /> LDAP<br /> Lotus Domino<br /> Self Authentication<br /> Request Forms<br />SLAs<br /> Tickets<br /> Ticket Work Flow<br /> Remote Desktop Access<br /> Reporting<br />Topics of discussion<br />
  2. 2. Introduction to Helpdesk 360 & Salient features<br /><ul><li>Comprehensive business-class Help Desk Software.
  3. 3. Intuitive interface, support for SLAs, reporting,.
  4. 4. Ticketed support and escalation management.
  5. 5. Advanced reporting, workflow, SLA and ticket scheduling features.
  6. 6. Flexibility – Authenticate with any popular system – Active Directory, LDAP Server, Lotus Notes and Self Authentication.
  7. 7. Predefined ticket responses.
  8. 8. Remote Desktop Support.
  9. 9. Robust and extendible backend built on Struts Framework.
  10. 10. Open Source Softwares used for building – Java/J2EE, MySQL, Struts.
  11. 11. Cut costs, streamline your support, consolidate your e-mail and offer your users a better service.
  12. 12. Reporting</li></ul>Extensive<br />Feature Full<br />More<br />Feature Full<br />
  13. 13. A look<br />
  14. 14. products<br />Product Features<br />quality<br /><ul><li> Roles – Admin, Staff, User</li></ul>roles<br />Helpdesk 360 provides three types of User Roles<br />Admin: Has all rights in the system. Admin can make changes in the system configuration and also control and change ticket flow. <br />Staff: Staff role is for the Helpdesk Personnel responsible for ticket resolution. Tickets can be automatically as well as manually assigned to the staff for resolution. In case of any delay the tickets start aging and getting escalated. <br />User: This role is for the end users who raise the tickets for problems with their systems. This role can be assigned to all employees of a company, or users of a website/software. <br />
  15. 15. Admin Role Demo<br />
  16. 16. Admin Screen – User Management<br />Link to add a new user<br />Configuration Panel<br />Filtering Criteria<br />User Details<br />
  17. 17. Admin Screen – Categories<br />Actions – Edit category, View Sub Categories, Delete Category<br />Configuration Panel<br />
  18. 18. Admin Screen – SLA List<br />Add new SLA<br />Click for SLA list<br />
  19. 19. Admin Screen – New SLA Creation<br />On this screen you can select the SLA configuration details.<br />
  20. 20. Admin Screen – Edit Group Permission<br />This screen is used for editing group permissions for a group. Every user falling into this group will have these rights/permissions. <br />
  21. 21. Admin Screen – Edit Color Scheme<br />Change the color scheme of the system from this simple panel.<br />
  22. 22. Staff Role Demo<br />
  23. 23. Filters to select the ticket.<br />Default is ALL tickets.<br />Staff Screen – Welcome Screen<br />This is the screen where a user under Staff role can see the tickets assigned to him/her.<br />
  24. 24. Staff Screen – Statistics<br />Chart for the Ticket Statistics<br />Text based Ticket Statistics<br />Select 7 different types of charts<br />
  25. 25. Staff Screen – Profile<br />On this screen Staff user can edit their profile.<br />
  26. 26. User Role Demo<br />
  27. 27. User Screen – Creating a New Ticket<br />Screen to create a new ticket.<br />
  28. 28. User Screen – Creating a Form<br />Creating and submitting a Request Form.<br />
  29. 29. Authentication<br />
  30. 30. <ul><li> Authentication</li></li></ul><li>Request Forms<br />
  31. 31. Request Form flow<br />
  32. 32. Service Level Agreement<br />SLA<br />
  33. 33. SLA List<br />Add new SLA<br />Click for SLA list<br />
  34. 34. New SLA Creation<br />On this screen you can select the SLA configuration details.<br />
  35. 35. Tickets – Creating Tickets<br />Create a new ticket by logging in as a normal user. No need of pre-registration for users if external authentication is used<br />
  36. 36. Tickets – View/Edit Tickets<br />
  37. 37. Raised by User<br />Automatic / Manual assignment to Team<br />Accepted by Staff<br />Closed by User<br />Fixed by Staff<br />Tickets – Workflow<br />
  38. 38. Tickets – Staff Workspace<br />Select the tickets and Accept<br />
  39. 39. Tickets – Staff Workspace – Working on a Ticket<br />Ask for more details from user via messages<br />Take remote access of user’s machine<br />Resolve or Re-assign<br />
  40. 40. Reports – View / Download Reports in different formats – Online/PDF/Excel <br />
  41. 41. Remote Desktop Connection<br />Ability to take remote control of the <br />User’s machine thus helping reducing overhead of movement. <br />Efficient work management and fast resolutions. <br />

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