On Friday the new DataSwift Helpdesk went into limited external testing with a few select clients, so it’s actually now being used for real. There are a few known bugs (and almost certainly a number of as-yet undiscovered ones) but the core functionality looks to be stable.
Still, it’s early days – hence it still being classed as a Beta release – and there is no inventory facility as of yet. We’re going to keep to the Ticketing-only system for a while until we’re satisfied there are no more issues with it, then I’ll get started on the Inventory module.
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.
Client edit form on the new Helpdesk
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.
One upshot of being a little quieter at work during the schools’ summer break is that I’ve been able to work on our new Helpdesk system. It’s now almost reached the point where we’ll be trialling the ticketing part with a few clients (there’s just a few tweaks and some more testing to go).
A screenshot of the tickets overview for the new DataSwift Helpdesk
Eventually the Helpdesk will provide an integrated inventory, knowledge-base and downloads system. Much of the back-end is already present for these, but it’s getting the user-interface sorted that takes a fair amount of careful planning.