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.
- 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.