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Help Desk and Trouble Tickets Service
To win the battle for customers in today’s marketplace, companies must optimize their service processes and provide employees with the information and tools they need to deliver a superior customer experience. Universal Help Desk solution meets these requirements, enabling organizations to interact with customers more professionally and help them resolve and track day to day issues. Universal Help Desk solution enables organizations to increase customer satisfaction, reduce costs, and increase overall service profitability.
Business Needs
• Improve Customer Satisfaction and Retention through the ability to consistently meet or exceed customer service expectations.
• Increase Employee Productivity by providing the information and tools necessary to consistently resolve customer issues more quickly and reliably, and by improving and automating internal business processes.
• Provide Tools to Manage Issues in such a way that, they can be tracked and resolved quickly.
Key Features and Benifits
• Universal Help Desk enables corporations handle trouble tickets in a simple and affordable way.
• Can be used both in Intra-Net or Inter-Net modes.
• Is based on Microsoft Technology using SQLServer, .NET Technology and .NET framework.
• Supports IIS Server 5.0 and onwards
• Enhanced Ticket history
• Paging for all sections (clients, contacts, tickets)
• Auto emails to support staff
• Update/add help categories
• Administer support staff members
New Features
.NET Technology: The Help Desk application files are written entirely using Microsoft’s ASP.NET technology.
SQL server Database: The Help Desk application now supports SqlServer 2000 giving a much better performance and large number of concurrent users.
Selected eMail receivers: A new features has been added to allows only selected staff members to get emails from clients.
Ticket History: This feature now enables administrators to view the complete ticket history.
Search: Help Desk now provides an enhanced search for tickets to the portal administrators.
• the Help Desk Framework,
• the web application files, which reside in each The Help Desk portal, and
• the database, either Access or SQL Server.
The Help Desk Framework is primarily used to setup the Help Desk files and environment under which the web portal operates
The web application files are the pages that your customers will actually interact with while they submit trouble tickets on your portal; and the database is what stores trouble tickets records, configuration settings, history , and customer information. These three parts are described in more detail in the following sections.
Application Files
The Universal Help Desk application files are the ASP.NET pages which reside in each one of your Help Desk portal. These are the pages that customers will interact with as they submit and view trouble tickets and interact with you. Your web desk portal will contain three basic types of application files. You can identify a file’s type by looking at its extension.
.aspx: these are the pages your customers will interact with; they form the Help Desk web portal’s presentation layer” and control how data is presented to your customers. These pages contain a large amount of HTML code.
.ascx: these are ASP.NET controls. “Controls” are essentially reusable blocks of ASP.NET and HTML code that can be utilized by multiple pages to perform a specific function.
Web.config: web.config stores a variety of global configuration settings for the Universal Help Desk 2.0 application.
These pages are intended to give you a condensed overview of how the two main processes in a Universal Help Desk web portal function: Understanding how your Help Desk web portal’s pages work together will make it easier for you to operate on a daily basis.
Administration and Management
Universal Help Desk web portal is primarily managed through the administration section. These are a collection of pages in your portal’s “admin” folder that can be used to perform most administration tasks that will be required. This includes setting up of users, email settings and trouble ticket categories.
User Interaction and Trouble Ticket Creation
In a Universal Help Desk web portal, customers create trouble tickets after logging in. The user name and passwords are given to site users by the administrator. The customer can create a trouble ticket by selecting a category, description of the issue and priority.
Once a ticket is created, it can be modified by the user or can be cancelled.
When a customer is finished with the trouble ticket creation, an email is sent to the administrator and staff members who are set to receive the emails.
The staff members at this point review the trouble ticket and can create a reply.
The full Universal Help Desk End User License Agreement is provided at the time of purchase the software, and acceptance of it is required before the installation process will be completed.
Per Web Portal Licensing
Universal Help Desk is licensed on a per - web portal basis. One license entitles you, the user, to operate a Help Desk web Portal in a production environment. You can operate an unlimited number of web stores locally for development and testing purposes but, as soon as a Help Desk portal goes live with the intent of taking Trouble tickets online, you must purchase a license for that Help Desk web portal and register it with Universal Systems.
Users Licensing
Universal Help Desk is licensed on a per-staff use basis. The minimum number of licenses 5. Additional licenses can be purchased. To purchase additional licenses, you can contact at HelpDesk@unisysinc.com.
Registration Requirements
Any live Universal Help Desk web portal must be registered with Universal Systems Inc. in order for it to operate. Universal Systems archives each help desk web portal’s registration information.
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