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Help desks are a basic necessity of almost all businesses today and more so of service oriented ones. Help desks not only cater to external customer requests but can play an important role internally as well. One such common example if the IT help-desk which plays a vital role in almost every organisation today.
Many organisations grapple hard to stream-line their help-desk procedures and maintain transparency for the service rendered out of them. Some even go great lengths to deploy an altogether new software and hardware infrastructure which usually involve a completely new learning curve for all stakeholders.
When we were faced with the same predicament, we looked towards our already deployed infrastructure with a view to leverage what we already had. Our iaCollab team put up their hand and built atop the generic collaboration platform Kablink Vibe a help desk module that can be customised to suit our myriad help-desk workflows.
These are some of the features that this custom module helped us with :
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Internal as well as external users can directly mail in their requests to a pre-designated support id.
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Rich web interface available to log tickets and monitor their progress.
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E-mail notifications are sent out with every progress logged against the ticket keeping all stake-holders on the same page.
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Notifications contain even the most granular details such as effort and time spent, if that is what the SLA mandates.
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Posting follow-ups and updates to tickets is as simple as replying to an e-mail.
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SLAs, including escalation, can be defined and enforced with user customisable workflow rules.
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Several help-desks can be setup within minutes and can be open to the public or be specific to certain designated groups of persons or project teams only.
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Can be used as an issue reporting and tracking tool in a wide array of departments.
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For organisations already using Kablink Vibe, this module can be setup and is ready to use within a couple of minutes. For those who are not, dive in to know more about iaCollab.
This feature required mostly custom files, along some minor additions to the core files and using the existing workflow feature of Kablink Vibe.
About the author
Shrenik is an open-source evangelist, lean process practitioner and a serial entrepreneur who is always thrilled to address new technical challenges, loves to work with startups and has a passion to travel. Intelliant was his first venture where he continues to innovate and satisfy customers till this day. You may contact him via his LinkedIn Profile