The goal of this application is to give a description of the Helpdesk. This system is the main generic tool of the User Support Team, for the user support .
The Help Desk Database administrator will take care of the utility and will control the efficiency of the method trying to improve it as much as possible.
HelpDesk systems are mainly used in organizations with big number of users compared to the number of supporters. While there are several solutions available many of them are commercial and there are just a few free tools. We have evaluated some free tools and they are quite similar in approaches and features.
When a user needs to report a problem or make a question, he will create a ticket. The ticket will have a unique number reference. The ticket should be classified within a supporter group and topic. This classification is not definitive but should help in a faster assignment to a concrete supporter who will take care of the problem.
Supporters can reclassify a ticket in a different supporter group or topic if they consider that the original classification has not been done properly. Even if a ticket can be answered by several supporters (belonging to the same supporter group), it is assigned to the supporter that has the smaller number of open tickets assigned. Nevertheless, a ticket can be reassigned at any time.
When a ticket has been answered, the supporter should tag the ticket as closed because this will trigger the mechanism by which the user who reported that problem will be notified. It is up to the supporters criteria to include a ticket into the knowledge base in order to make it available for all the users or not.
This application works both online and onsite. But its a network appliction