While working with a client, I had observed that the current system of submitting and tracking requests to various departments were primarily via email or phone. The client lacked a centralized location for internal staff to submit their requests for assistance to various departments within the company. A custom help desk system was created and deployed on the client’s own cloud-based server so access could be gained from any remote location outside of the company.
Custom Help Desk Creation that Scales
The Help Desk was created and launched in a manner that allows for the platform to be scaled and modified as the company and it’s workforce continues to expand at a rapid rate.
Hosted: Cloud with custom URL/domain access
Solution: Ticket-submission system that allows users to submit their requests which are then automatically routed to the correct department employees to be handled.
- Ticket notes and automatic email notices.
- Ticket escalations
- Ticket approvals
- Ticket hand-offs
- Custom due-dates and department selections
- Custom ticket responses and canned responses