Helpdesk

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Helpdesk 2.0, A unified support dashboard for providing support management to Internal or External Customers. Customizable to be used with any support function like IT Support, Operations, HR, Finance etc.

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Helpdesk

  1. 1. Bringing Software as a Service
  2. 2. A unified support dashboard for all Internal Support Departments (IT Support, Operations, HR, Finance) Netcellence Technologies Confidential
  3. 3. <ul><li>Highly Customizable </li></ul><ul><li>Hosted Service, i.e. Software available as Service. </li></ul><ul><li>User Interface gives Desktop Application feel. </li></ul><ul><li>No IT footprint, i.e. no Hardware, Software to install. </li></ul>Netcellence Technologies Confidential
  4. 4. <ul><li>Organizations who have felt a need of a system to manage the support requests sent to various support departments. </li></ul><ul><li>Organizations who are currently using Email/Phone based support. </li></ul><ul><li>Organizations typically of a size above 30 and having one or more of support staff, like IT, HR, Finance, Operations. </li></ul><ul><li>Organizations who are highly customer responsive, even to their internal customers. </li></ul>Netcellence Technologies Confidential
  5. 5. <ul><li>Email Notifications for all transactions and changes. </li></ul><ul><li>Public/Private Ticket Comments. </li></ul><ul><li>Additional file attachments. </li></ul><ul><li>Multi-level Support Group definitions. </li></ul><ul><li>Ticket show in queue of all support personals configured to be responsible. </li></ul><ul><li>Incoming Emails Generate tickets (coming soon…) </li></ul>Netcellence Technologies Confidential
  6. 6. <ul><li>Users identified by Location, Departments. </li></ul><ul><li>Tickets private to each User. </li></ul><ul><li>Support “Groups” allow all support group persons to access tickets for the group. </li></ul>Netcellence Technologies Confidential
  7. 7. <ul><li>Configures: </li></ul><ul><ul><li>Location </li></ul></ul><ul><ul><li>Department </li></ul></ul><ul><ul><li>User Account Management </li></ul></ul><ul><ul><li>Groups </li></ul></ul><ul><ul><li>Ticket Classifications </li></ul></ul><ul><ul><li>Ticket Classification to Group Assignment </li></ul></ul><ul><ul><li>Responders (Support Personnel) to Group Membership </li></ul></ul><ul><ul><li>Other Administrator Accounts </li></ul></ul>Netcellence Technologies Confidential
  8. 8. <ul><li>View/Modify the previously logged tickets </li></ul><ul><li>Submit a new Ticket </li></ul><ul><li>Search tickets. </li></ul><ul><li>Support Ticket Queue (only for support persons) </li></ul>Netcellence Technologies Confidential
  9. 9. <ul><li>New Ticket </li></ul><ul><li>Assigned/Pending/WorkinProgress/Resolved </li></ul><ul><li>Closed </li></ul><ul><li>A ticket can be closed only by the user who created it or closed automatically after 72 hours. </li></ul><ul><li>A resolved ticket can be reopened by the user. </li></ul><ul><li>Ticket could be kept in Pending state if it can’t be worked upon immediately. </li></ul>Netcellence Technologies Confidential
  10. 10. <ul><li>Work Log: Internal Comments, not visible to user who raised the support request. </li></ul><ul><li>Audit Trail: All changes happening to the support request in its lifecycle. </li></ul><ul><li>Dialog: Communication to and from the support person (responder) and requester (user). </li></ul><ul><li>Duplicate: Duplicate support requests can be marked. </li></ul>Netcellence Technologies Confidential
  11. 11. <ul><li>On demand service. Available anytime, anywhere. </li></ul><ul><li>No IT footprint, thus no capital expense. </li></ul><ul><li>Low, flat annual cost, irrespective of number of employees or offices, support persons. </li></ul><ul><li>Continuous improvements, feature additions without additional upgrade cost. </li></ul><ul><li>Customizations coming up to have your own dedicated URL, Logo, color, look-and-feel. </li></ul>Netcellence Technologies Confidential
  12. 12. <ul><li>Website: </li></ul><ul><ul><li>http://www.netcellence.in </li></ul></ul><ul><li>Email: </li></ul><ul><ul><li>[email_address] </li></ul></ul><ul><li>Demo Link: </li></ul><ul><ul><li>http://helpdesk.netcellence.in/admin </li></ul></ul><ul><ul><ul><li>Login: admin , Password: nimda , Organization: demo </li></ul></ul></ul><ul><ul><li>http://helpdesk.netcellence.in/user </li></ul></ul><ul><ul><ul><li>User - Login: ram , Password: ram, Organization: demo </li></ul></ul></ul><ul><ul><ul><li>Support Person - Login: mohan, Password: mohan, Organization: demo </li></ul></ul></ul><ul><li>Phone: +91-9810069056 </li></ul>Netcellence Technologies Confidential
  13. 13. Netcellence Technologies Confidential Thank you

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