As per usual, it’s busy at work, so there’s not been much time to spend on the new help desk system. That said, the following things are now working:
- User creation / editing
- Client creation /editing
- Ticket creation and updates via email (including attachments)
- Google Maps integration for tickets (printable versions of tickets can include a map of the area, – handy for support visits!)
They may not sound like much, but a lot of the rest of the system relies on the above. In fact, the only major part missing before initial test-usage can begin is the time-management module.
At present, tickets created on the help desk track the time spent, but there’s no way to see how much time a particular client has used. The Contracts module will allow support agreements to be entered (along with the number of allotted hours, and the hourly rate). It will also cater for non-contract clients too.
Once the ticketing part of the system is up to scratch, the next challenge will be the Inventory module. This will link to the tickets too, so users (and support staff) will be able to look up a particular device, and see its history.
After the Inventory module will come the Knowledge Base. It will be a categorised, searchable archive of solutions to common problems. Help desk tickets will be able to link to articles (and may in time provide suggestions automatically). Users may be able to comment on articles too.
In the far distant future, I hope to provide some kind of link to our quotation system, allowing clients to access quotes on-line. Obviously this -along with most of the rest of the system- requires careful planning from a security point of view, so it may well take a while to implement.