eHelpDesk
An enterprise HelpDesk solution designed for external or internal customer support needs as well as for call/bug tracking. It will provide a support organization with a systematic, professional, automated and easy to use system for problems, requests, issues, bugs, notes, procedures and resolutions.		Topics Introduction Description Features Status

Introduction

You've probably seen the support gamut. A few companies will dedicate a support engineer to be your best friend until you're happy. Some use advanced topological theory to design voice-mail jails. Unmoderated user forums are usually living examples of Sturgeon's Law: 90 percent of everything is, well, not very useful. And if you've been on the other side of customer support, you know the challenges there, too: you can't afford to hold everyone's hand, but maintaining customer satisfaction means that you can't ignore anyone, either.
Jcorporate wants to help you out of the support quandary—with service that achieves the contradictory goals of saving you money while keeping users happy. Jcorporate's experience creates the premise that most people can and will help themselves if you give them the tools, especially if phone support is there as a back-up. The idea is the eHelpdesk system forms the core of a support knowledgebase. Resolution hosts a multilevel support system where a customer begins his/her search by looking for his own answer via the eHelpdesk knowledge base and frequently-asked questions lists. If he/she doesn't find the answer there, the customer can query forums to benefit from the expertise of others. From the questions posted in the forums - these are moderated into the eFAQ knowledgebase. Resolution includes tools to identify and recruit experts from within the user base. From there, if there is still a problem customer can directly enter their issue in the eHelpdesk which immediately notifies a support engineer. Customers/Support engineers can from there escalate to live phone support as needed. Finally, Resolution lets companies analyze their own support systems to find out what they're doing right or wrong, what products need the most support, and how the users rate their satisfaction.
For a live example implementation see the Jcorporate site - as well read our case study at (you need to be logged in) Enhancing Customer Value Through a Collaborative Shared Source Infrastructure. In our implementation free support services are provided via the community forums and eFAQ which in turns builds the knowledgebase- and the eHelpdesk is reserved for paying premium support customers - thus offering accelerated support to corporate accounts.

Description

eHelpDesk is built completely on the concept of totality of accessibility and administration of the system from the World Wide Web. The Internet/Intranet provides the best medium available to connect departments, organizations and customers worldwide to a central or clustered system to handle their problems with ease of use.

Collaborate with users on resolving support issues that come upfor tracking suggestions, problems, requests, issues, bugs, task list, code and db changes, notes, procedures and resolutions. eHelpDeskis also integrated with a project module for management definition of projects and user involvement. Collaborate with users and customers to improve satisfaction.

eHelpDesk is based on an object oriented web engine designed to handle applications with:

• multi user access
• user interface technology
• database backend
• configurable business logic and rules

The system will be customizable to fit your need without any programming. eHelpDesk is also scaleable and expandable to integrate with standard, custom applications through its strong access API.

Features

Utilizing most up-to-date java and web technology to provide a solution for the following processes:

• Internal Help Desk
• External Customer Support
• Action Request
• Call/Problem Tracking including using Notification
• Change Management
• Contact Management
• Development/Bug Tracking
• Integrated to FAQ and Forum
• Asset and Inventory Management
• For tracking billable requests

Project Management

Projects can be defined and maintained through the Projects component, faciliating collaboration on a project level. Projects are assigned a stage of development.

Task Management

Community leaders can assign tasks and members can report task status through the task list component, focusing a community on the tasks necessary to complete a project.

News Management

Community leaders communicate news through the News component, focusing a community on the News in their company or community group.

• Allows qualified users to view, modify and delete news items
• Allows users to list categories of news items
• Allows users to list news items in a selected category
• Allows qualified users to display individually selected news items.

Product Status - Production

1. Querying problems, developments and suggestions (requests)
2. Track Requests
3. Comment on requests