Helpdesk system

HELPDESK SYSTEM

04/09/23 InfiCare Technologies Pvt. Ltd. 1

INTRODUCTION

HelpDesk System is a SharePoint based application for organizations to minimize the effort and resources spent on resolving internal and/or external support tickets.


Helpdesk Dashboard


• This section will have Self Action Summary and no. of counts for

• Pending request assigned to self• Pending for acceptance by requester• Completed requests assigned to self

• This section will have Self Creation Summary and no. of counts for

• Total pending request• Pending for acceptance• Completed requests

• This section will have Organizational Summary and no. of counts for

• Open requests• Overdue requests• Pending acceptance requests• Total requests

• The header of this section will show the Department summary like Admin Summary, Finance Summary etc. But, when the logged-in user belongs to anonymous group then it will show “Organizational Summary”

Create Ticket


• Screen to create Ticket• User need to fill (at least) Department, Major

Category, Minor Category, Self Phone Extn., Self Department and Subject to create Ticket

• SLA (hrs.) will come automatically and dependent on Department, Major Category and Minor Category selection

• Ticket ID will create when click on Save button

• Created Tickets will show to Department Responsible person

Helpdesk Dashboard: Creator (after ticket creation)


• User will be able to view all the Ticket status (with major information) created by himself, i.e.

• No. of Pending Requests• No. of Requests which are still pending

for acceptance• No. of Completed Requests

Helpdesk Dashboard: Department Head


• This section will have Department specific Summary and no. of counts for

• Open requests• Overdue requests• Pending acceptance requests• Total requests

• Department head will get the count of requests, created for his/her department

Screen1: Transport Dept. Head Screen2: HR Dept. Head

Open Requests: Department Head


• This screen will open when department head clicks on “Open Request” from Dashboard.

• It will show the list of all open requests• User can search for any Tickets with various

search parameters like, Ticket No., Department, Category, Priority, Status and Assigned To

Helpdesk Dashboard: Responsible Person Screen


*Whenever the Ticket will be created for any Department, the dashboard will show no. of open requests to all the responsible persons of that Department

Open Requests: Responsible Person


• Open Requests screen will open when responsible person clicks on “Open Request” from Dashboard.

• It will show the list of all open requests• User can search for any Tickets with various search parameters like,

Ticket No., Department, Category, Priority, Status and Assigned To

Ticket Assigning Screen


• When responsible person clicks on Ticket #, then this screen will open

• Here user can Assign the respective Ticket to the respective Department User or to Self as well for further process

Helpdesk Dashboard: Ticket Assignee


It will show the number of tickets assigned, requests pending, pending for acceptance and completed requests to the Logged-in user

Ticket Details (Assignee)


• When the Ticket Assignee opens the ticket, this screen will open

• Assignee can change the Status of the respective Ticket:

• Marked for Completion• Marked for Not Applicable• Assign back to Creator

• After completing all the required details, user will submit the form.

Helpdesk Dashboard: Ticket status after closing


It will show the number of tickets assigned, requests pending, pending for acceptance and completed requests to the Logged-in (Ticket Assignee) user

Helpdesk Dashboard: For acceptance (Creator)


It is showing the creator dashboard after ticket closure by the ticket assignee.

Reject Ticket Closure by Creator


• Creator can reject the ticket closure by the ticket assignee by clicking on “Reject Closure” button

• User can choose the closure ratings as well before submitting

Helpdesk Dashboard: After reject closure (Creator)


* Creator dashboard after rejecting the ticket closure , closed by ticket assignee.

Helpdesk Dashboard: Responsible Person (after rejection of Ticket)


Open Request: Responsible Person (after rejection of Ticket)


* Responsible person of a respective department can re-assign the rejected tickets.

Re-assign Rejected Ticket (Responsible Person)


* Responsible person can re-assign the ticket to self or to someone else, who should be the responsible for ticket closure.

Helpdesk Dashboard: After re-assign (Ticket Assignee)


Ticket Closure after re-assign (Ticket Assignee)


Helpdesk Dashboard: Accept for Closure (Creator)


Accept for Closure (Creator)


• When Ticket Assignee will mark any Ticket for Completion, then the Creator of that Ticket will be able to view this screen (by clicking on link in Dashboard)

• Creator can view all the respective details like all Comments, and give Closure Ratings

• User either can Accept /Reject for Closure of any Ticket

Helpdesk Dashboard: After acceptance of Ticket Closure (Creator)


Ticket Version History


• Every Ticket will maintain a Version History.

• Anytime, any user can view the Version History by clicking on the link given on the Top-Right corner of any Ticket details screen

Report: Department-wise Productivity for Year


This section will display Bar-chart based on various Departments for•No. of Technicians•Closed / Opened status•SLA Overdue / Opened•Escalated / Opened

This section will display Gauge-chart based on SLA Overdue Requests (%)

This section will display Gauge-chart based on Escalated Requests (%)

This section will display Gauge-chart based on Closed Requests with Feedback (%)

This section will display time based Bar-chart based on•Approval Time•Resolution Time (Hrs)•First Response Time•Hold Time (Hrs)

This section will display Pie-chart based on Closed Requests Feedback Ratings

This section will display Grid-view of various departments with Indicators

Report: Department-wise Productivity for Quarter


* User can view/filter report data by

• Weekly• Quarterly• Monthly• Yearly

•User need to click on upper left corner links for filtering the report

The data in this section is dependent on above filter selection

Report: Department-wise Productivity for Month


Report: Department-wise Productivity for Week


Report: Department Specific Productivity for Year


This is department specific report. For instance, user clicks on HR for its Tickets report

Report: Department Specific Productivity for Quarter


Report: Department Specific Productivity for Month


Report: Department Specific Productivity for Week


Report: Department (category-wise) Productivity for Year


This is department specific, but category-wise report. For instance, user clicks on HR and further for its various Ticket categories for the desired report

Report: Department (category-wise) Productivity for Quarter


Report: Department (category-wise) Productivity for Month


Report: Department (category-wise) Productivity for Week


Report: Department (sub-category wise) Productivity


This section shows further drill-down of HR specific, category and sub-category report

Technology

Helpdesk system