IPSoft Help Desk

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IPSoft Help Desk is a universal system for automation of customer and staff support and Help Desk Team management.

How it works

Every inquiry added to IPSoft Help Desk is processed under certain rules and principles. The scenario which depends on attributes customized during inquiry submitting determines the request processing. Different scenarios provide processing of inquiries in different products (services), service contracts, customers.        

 

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The scenario determines the following options:

  • Conditions of request status change;
  • Initial request status after its submission;
  • Final request status when processing is complete;
  • Setting up of additional automatic operations performed in certain statuses: timers, notifications, escalations;
  • Distribution of inquiries among the experts.

Request Attributes

  • Inquiry subject (customized beforehand);
  • Inquiry contents;
  • Customer;
  • Service contract (registered beforehand);
  • Product or service under the contract (registered beforehand);
  • Inquiry priority (customized beforehand);
  • Inquiry type (customized beforehand).

Files describing the problem can be attached to the request.

Request Processing

The request status is changed by system operators. While changing the request status system operators can assign the inquiry to the certain expert and change all the request attributes.
Viewing and editing of request history is available while processing the inquiry:

  • Viewing of messages and status history;
  • Viewing of request operations: reassignment of experts and escalation;
  • Viewing and changing of attached files;
  • Viewing and editing of related inquiries.  For example while software error checking several inquiries for all the software users should be created and connected with each other. There may be different types of connection customized beforehand.
  • Viewing of active timers of the inquiry. Notification timers are used for determination of status change periods. The timers are set in the scenarios.
Basic Advantages

Several variants of inquiry submission in the system:

  • Inputting requests into database by customers;
  • Receiving requests by e-mail and importing them to database;
  • Inputting requests into database by system operators.

Flexible settings of request processing (scenarios).

Request importance. The importance allows to set up additional priority of the request.

XSLT-templates. The system functions are extended by adding templates for importance estimation, generation ofescalation/ notification texts and setting up timers.

Cooperation with partners. Every partner’s employee can be registered in the system for request submission and processing.

A large number of guides. The guides keep predefined data which can be used in the system: roles, week-ends calendar, statuses, etc.

Reports and statistics. The statistics can be available by categories.