HelpDesk

 

Help Desk application, provides first level support & assistance to the customer for immediate troubleshooting. Application maintains a library of complaint/problems with their possible solutions that can be suggested to the customer on line.

 
The HelpDesk has been designed to facilitate instant solutions to the customers. 
 
  • Customer - The users seeking solution, enters the problem or searches solution for a particular problem
  • Agent - Person who attends calls/mails of customers and logs complaints on behalf of customers. Searches solution from FAQ & provides instant solution
  • Coordinator - Person who categorizes the problem and assigns it to a specialist also updates complaint status
  • Specialist - Specialized person with ultimate responsibility for providing solution to customer. He updates the library of FAQ's & solutions. 

(HelpDesk Flow Diagram)