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HELP
DESK DELUXE
Your
website will look more professional by offering professional Support
Help Desk Services. This services can gain supports from repeat
customers, increase customer loyalty and satisfaction and eventually
maximize your online profits
- Add, Edit,
Delete Departments. You can have a 'department' for each one
of your products.
- You can
have unlimited departments!
- Add, Edit,
Delete Operators for any Department(s). You can assign operators
to departments. Each operator can only handle the Tickets under
the department(s) assigned to him.
- You can
have unlimited operators.
- Add, Edit,
Delete Troubleshooters. Troubleshooters are a series of choice
questions a customer goes through in order to pinpoint and nail
his exact problem.
Here's a simplified example:
"Is your problem A, B or C." If you choose 'A', you
are asked:
"Is it A1, A2, or A3." If you answer 'A2', you are
given:
"Answers to problems related to A2 are 1, 2 and 3".
This is similar to Windows Help troubleshooters.
- Add, Edit/Delete
Knowledgebase, where important issues can be listed for users
to refer to. The knowledgebase has multi-keywords search capability.
- Add, Edit,
Delete Announcements for users to read. e.g. Keep your customers
up-to-date on your latest website/product(s) news!
- Add, Edit,
Delete Downloads. Forget about emailing individual people big-sized
help files, PDF files, manuals, guides, etc. (which might not
even reach your customers due to email filters). Provide all
your downloads in Help Desk Deluxe
where they'll be instantly available 24x7 to whomever wants
them!
- See open
and closed tickets. Of course, Admin can reply to any ticket(s)
in any department.
- Mail is
sent to user after admin replies to the ticket.
- Reopen/close
tickets.
- Edit autoresponder
emails content (which Help Desk Deluxe
sends upon sign up, upon reply to ticket, etc.) Admin can edit
emails sent to users, operators.
- Custom
Branding/Naming - What are you going to call your help desk?
- By the
way, you can name your help desk whatever you like. It doesn't
have to say "HelpDesk Deluxe" in the header! It can
say: "[your business name] Desk!"
II.
Operator Panel
As
we mentioned earlier, under Admin Panel, you are the one who assigns
Operators for every department. An Operator can only handle tickets
under his department.
Operator
can:
- Reply to
tickets.
- Reopen
and close tickets.
- Add, Edit,
Delete Troubleshooters.
- Add, Edit,
Delete Knowledgebase.
In
short, operators have the capability to fully manage the service
and support department assigned to them.
III.
User Panel
A
user can:
- Submit
a ticket.
- Specify
a department, ticket priority, ticket-subject and ticket-matter.
- Check the
status of his ticket as often as (s)he likes.
- Re-open/close
ticket.
- Check out
the Troubleshooters added by Admin or Operator.
- Browse
the Knowledgebase added by Admin or Operator.
- Download
files added by Admin in downloads folder.
- Stay up-to-date
by checking out what's up and what's new, by viewing the Announcements
added by Admin.
- There is
also a Popular Knowledgebase Topics, giving users quick access
to the most popular views and issues in Knowledgebase.
Script
Details:
HELP
DESK DELUXE is divided into three categories of
(1) Admin, (2) Operator and (3) User.
Help Desk Deluxe is a very useful application,
which helps with dealing with the customers/members problem in a
very efficient manner.
This application is divided into there
modules, namely:
- Admin Module : This is for
the administrator of the site, who would like to track the customer's
complaints/suggestions and even can see the performance of the
operators.
- Operator Module : This is
for the authorized staff of the site, which the admin of the
site will give access for answering the tickets for particular
department.
- User Module : These are the
customers of the site, who want to contact the admin or the
support person of the site for their complains, suggestions,
opinions or even for help.
These modules are explained in more
details below:
A. Admin Module:
Admin has all the rights to keep track
on the tickets logged by the customers and the status of it. Also,
he has rights to assign any department to any operator.
The main function of the Admin is divided
into following sub-sections (as shown in below image>:
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1. Trouble Shooter:
It has been seen that users face some very common
problems. So, instead of asking them separately and answering
each of them, it is always better to provide them the answers
beforehand.
For handling this, 'Trouble Shooter' category
is used. Here, admin can add such commonly asked questions
with their answers. So that, the user can view them directly
before asking them.
Admin has rights to add new topics by using
'Add New' option, edit the existing ones, and can even delete
them by using 'View' option.
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2. Departments:
It is always better to receive tickets from
customers under some relevant categories, so that they could
be managed properly. For this purpose, 'Departments' section
is used.
It has two options:
- View : This lists all the available
departments which can be even edited and deleted.
- Add New : Here admin can add new
departments.
The user logs on a ticket under some department.
This makes managing of tickets even easier.
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3. Announcements:
At times, admin feels a requirement to inform
some upcoming events or even want to share some news with
all the users. For this purpose, this category is used.
Here, admin can add announcement. These announcements
are visible to all the users.
Admin can add new announcements, and can even
edit the existing ones. He can even delete the one, whose
purpose has been served or which are no more required.
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4. Knowledgebase:
There are also some commonly asked queries for
particular product or department. For such queries, which
are not very general and can't be included in the 'Trouble
Shooter' category are added here with their answers.
Through 'View' all the existing topics can be
viewed, edited and even deleted
'Add New' is used to add new topic in the KnowledgeBase.
The topics can be searched for some given keyword
using 'Search' option.
This Knowledgebase is accessible to Operators
as well as staff for viewing. But Operators has rights to
edit and delete them.
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5. Downloads:
The files can be uploaded here, which the admin
want to be accessible for all his users. As, there is no security
measures taken for downloading such files and are also not
restricted for a particular user, it is recommended that only
such files which don't have any vital information should be
uploaded here. Files in any format are accepted.
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6. Operators:
This section deals with assigning and managing
Operators. This section is further divided into 3 sub-sections:
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View : Here all the operators
are listed. Admin has rights to edit any information for
the operator and can even delete him.
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Add New :
This is use for adding a new operator. Always, add a valid
email-id as whenever a user sends a new ticket or response
for any open ticket, then operator is intimated by email
also.
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View Performance : This
gives an idea about how the Operators are doing their
job. As, for a good and profitable business, the customers
need to be satisfied. So, it is very important to know,
how quick and efficient are our Operator to solve the
customer's query.
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7. Tickets:
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Open Tickets : The
number within brackets shows the total number of Open
Tickets. When clicked on this link, lists all the tickets,
which are opened. Admin can view the details for any
such ticket, can even reply them, and have rights to
close and delete them.
- Close Tickets The number within brackets
shows the total number of Closed Tickets. When clicked
on this link, lists all the closed tickets. Admin can
view the details and the replies by the operator and the
user. He can even re-open and delete them at any point
.
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8. Automated Emails:
This section deals with the editing of the
emails that are sent to the operators and/or the user regarding
the ticket status.
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9. Change Password:
This is for changing the admin login password.
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B. Operator Module:
The operator can access the helpdesk.
Operator needs to login with the details, which admin would have
provided him.
After successful login, the following screen gets displayed:
The operator is responsible to answer
the assigned tickets satisfactorily.
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The sections under Operator Module
are explained below:
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1. Open Tickets: Here
operator can see all the new as well as open tickets, for
the departments, he is assigned. The number within brackets
shows the total number of opened as well as new tickets.
Here ,
Department shows the department
name, for which the ticket is logged .
Subject : The sublect of the
ticket is displayed here
Last Reply : This gives information
about the status of the ticket. There can be three states
for open tickets namely:
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- New Ticket : This tells that the ticket
is newly logged by the user
- Waiting for user's reply : This tells
that the ticket has been replied by the operator and is
not waiting for the user's feedback
- Waiting for Operator's reply : This
tells that the user has replied to his ticket (may be
given some feedback or some more details etc) and now,
this ticket needs Operator's reply.
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Priority : This shows the importance
and the urgency of the ticket to be answered. There are 5
levels of priorities namely:
- Low (Lowest)
- Medium
- High
- Urgent (Highest Priority)
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Clicking on the 'Subject' of the ticket shows
the details of the ticket. Here, operator can see the message
and his as well as other operator's replies (if any). He can
reply and/or close the ticket.
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2. Close Tickets: Here operator
can see all the closed tickets, for the departments, he is
assigned . . The number within brackets shows
the total number of closed tickets for his assigned departments.
Here ,
Department shows the department
name, for which the ticket is logged.
Subject : The subject of the ticket is displayed
here
Priority : This shows the priority of the
ticket. Same as in 'Open Tickets'
Clicking on the 'Subject' of the ticket shows
the details of the ticket. Here, operator can see the message
and his as well as other operator's replies (if any). He can
even reopen the ticket (if needed).
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3. Knowledgebase:
Here, the Operator can view the Knowledgebase topics
as well as their answers, added by the Admin. This might help
him in replying related kind of tickets without giving extra
efforts. He can even edit and delete them as per the requirements.
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4. Trouble Shooter:
Here, the Operator can view the Trouble Shooter topics
as well as their answers, added by the Admin. These topics
can assist them in replying tickets with similar kind of problem.
He can even edit and delete them as per the requirements.
He also can add new topic to it using'Add New' option.
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C. User Module:
The user/customer of the site can access
the helpdesk.
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The sections under Operator Module
are explained below:
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-
Trouble Shooter:
User/Customer can view all the generally asked
queries with their answers here.
Knowledge Base: All the common asked
department-related queries are listed here. User can
view them to get the answer to their queries before
launching a new ticket.
User can even search for a particular topic
by using 'Search' option.
- Downloads: Here, user has access to
all the downloadable files added by the admin. This option
can be use to send some file which is valid and common
for all the users.
Announcements: The announcements
added by the Admin can be viewed through this section.
The newly added announcements can be make out by seeing
the date and time of the addition of the announcement.
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Ticket Status: User can
check the status of his tickets through this section.
He needs to provide the Key No and the email-id to view
the status and the replies for that ticket in the following
screen:
If the inputs are valid, then the ticket gets listed as
shown below:
The details can be viewed by clicking on the subject of
the ticket.
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Submit A Ticket: This
is the section, where the user can logged a new ticket
whenever he has some query or a feedback or even a suggestion.
He needs to fill the form appropriately with proper department
name and the priority, so that it could be answered by
the appropriate operator.
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Popular Knowledgebase Topics:
This list down the most popular knowledgebase
topics. The popularity depends on the total number of
times it had been viewed.
Operating
Requirement: Control Panel (Cpanel), Mysql database
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