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Screenshots
of selected parts of the program:
Login Screen: choose to logon to the different
hierarchy user access levels. Main Admin has
full access rights, Department Admin limited
access rights for the current department, and
so on.
Main Admin Screen: links to the different subsections
of the main admin area. Ability to fully administer
incoming tickets, view old ones, redirect tickets
to another department, manage program users,
manage client data, view online statistics,
send client e-mail.
Manage Program Users: allow users to access different
areas of the program. These users will be able
to logon thru the online web interface to access
the assigned area.
User Logon/off: when switching between the different
areas or logging on for the first time, the
user is prompt for their username and password.
Locating the program on a secure server (SSL)
in combination with this method of authentication,
allows for one of the highest level of encryption
available on the web today.
Administer Tickets: Ability to display currently
open support request tickets. The main admin
is able to modify (change status, request more
info, etc.) the ticket or delete it from the
program.
Modify Tickets: ability to assign the ticket to
another user and/or department, changing the
status, adding more info, requesting more info
from the user, etc. Closing a ticket will automatically
generate an e-mail to the client with the resolution
attached.
Ticket Templates: some tickets may only require
a standardized reply. These replies are stored
in the program as templates and can easily be
attached to the ticket on the modify ticket screen. Certain program users are
able to add, modify and delete these templates
as it fits their needs.
Contact Clients: section that allows the admin
to e-mail all clients at once. Useful when sending
out notifications on updates or news.
Control Program: as a security block, the program
control area allows the admin to shut down and
start up the program. Useful when temporarly
deactivating the program for updates, or maintenance.
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powerTicket
Support ticket system
for mid size hosting company.
Problem:
| 1. |
Company had
no control over incoming support requests and
could not match support requests with client records
and accounts. |
| 2. |
Locating previous
client support tickets and compiling statistics
was impossible. |
| 3. |
Management and
tech support could not track which support tech
was assigned to which support request from clients. |
Solution:
Create a program
utilizing PHP/MySql technology that will conjoin e-mail
support requests, phone support requests, pre-sales questions,
billing issues, among others, into one database program.
New elements such as accessibility to client database,
support ticket history, ticket statistics and reply templates
resolved their crucial support related issues and saved
the staff members both considerable time and money. Another
useful feature was the ability to see which support tech
was actively working on which ticket AND the ability to
track the timeline involved for a support tech to resolve
a client support request.
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