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Infoton: Offshore Software Development Outsourcing Company from Mumbai, India
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HelpDesk Management
compromise versatile systems that united provide you with numerous options. HelpDesk contains a ticket support system, billing system, communications system, user system, email notification system, and an administration center.

Systems Description

Ticket
They represent the core of our whole application. Here customers can report and detail problems that they may be experiencing.

Main Features:
  • Reference numbers assigned
  • Automatic escalation
  • Customer history
  • File attachment allows screen-shots, pictures or any file type to be added to a request for support for easier troubleshooting
  • Ticket monitoring: Customers and Support personnel are always able to see ticket status
  • A level of expertise can be set for individual technicians insuring that only qualified consultants answer certain questions

Customer features:
  • Open a new ticket
  • Preview status of active and resolved tickets
  • Rate ticket solution

Support Team features:
  • View active or closed tickets in system, and provide resolutions to them
  • Ticket wizard that enables a technician to open a new ticket on behalf of a customer
  • Register new customers
  • Edit ticket data


Search System
Infoton HelpDesk stores all data and knowledge into a database. In our Helpdesk's search system, users can search through it and find solutions to problems without having to open a ticket.

Main features:
  • Displaying tickets that have to be charged
  • Automatically displays results that have been most useful to customers


Billing
Many companies choose to charge support provided to their customers. This system allows you to charge for the support you are providing through Infoton HelpDesk. Also, this system allows you to calculate income for each member of your support team by the work he has done through HelpDesk.

Main features:
  • Displaying tickets that have to be charged
  • Displaying tehnicians' income


Communication
Use the Communication System to send emails to other members of your Support team, announce news, ask for help or send Newsletters.


User System
User system allows you to work with your profile information.

Main features:
  • Forgot password module
  • New user registration
  • User profile modifications


Email Notification System
Automatic e-mail notification to customer and support staff.

  • User is being notified when:
    • registered to HelpDesk
    • requests a forgotten password
    • opens new ticket
    • his ticket was resolved
    • his ticket has been billed
    • new issue has been reported
    • crisis or problematic ticket occurs
    • ticket was re-edited
    • ticket was resolved
    • Support staff receives an email when:

Center
The administration center is used to modify numerous options in other systems of the HelpDesk. By setting these options you can customize Infoton HelpDesk to best suite your needs.

Main features:
  • In general
    • Modify your company data
    • Database management
    • Modiy emails
    • Email system
    • User system
    • Manage Support team members
    • Set level of expertise
    • Set Income coefficiency
    • Ticket Support system
    • Manage/Modify ticket forms
    • Manage/Modify complexity of tickets
    • Manage/Modify Ticket types
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