|
G &
R Data Group's WebDesk is a fully integrated World Wide Web
based trouble ticketing and helpdesk system designed for system
administrators.
WebDesk utilizes the World Wide Web to provide an intuitive,
easy to use interface to address the pressing administrative
problem of handling a burgeoning load of system service requests.
WebDesk acts as an electronic secretary, providing a buffer
between users and system administrators, improving efficiency.
WebDesk enables administrators to:
electronically accept help requests from users
evaluate requests according to problem severity, user level
and machine type
set priorities so that urgent problems are fixed first,
while others may be justifiably delayed
distribute and receive helpdesk information painlessly over
the World Wide Web
deploy a helpdesk system on an intranet or the Internet
assign requests to different administrators
allow different administrators to login and check requests
assigned to them
queue requests by assigned priority
generate audit trails
maximize productivity
learn the software quickly - they use standard web browsers
and electronic mail
WebDesk enables end users to:
submit requests via electronic mail
receive request confirmation by electronic mail
submit a request from any location - across campus or across
the world
monitor the status of their request using a Web browser
see what priority their request was assigned
learn the software quickly - they use standard web browsers
and electronic mail |