Help desk

Cu Help desk (often called as 'trouble ticket system') o echipa poate administra suportul pentru produsele si serviciile lor.

Pagina pentru client este numita helpdesk_cust.php. Aceasta pagina nu cere o identificare. Clientul poate vedea interogarea actuala cu toate cererile aflate in asteptare, poate vizualiza baza de cunostinte (aceasta este colectia tuturor cererilor rezolvate cu bifa 'deschis'), si completati formularul pentru a initia o noua cerere. Pentru a inscrie o cerere clientul clientul primeste un mail de confirmare, cererea este stocata intr-o baza de date si -in functie de categorie- atribuita automat unui grup sau unei persoane.
Daca variabila $rts_cust_acc din fisierul config.inc.php este setata pe 1, numai o adresa de mail este ceruta, altfel clientul trebuie sa existe in lista 'contacte', si trebuie sa introduca numele sau de familie.

Pe ecranul principal de pe partea dreapta utilizatorul obtine o casuta selectata cu toate cererile aflate in asteptare atribuite lui. Facand click pe 'lista' sau butonul 'RTS' din linia de mai sus lista cu toate cererile va fi afisata.

Prima linie este un filtru care duce la evitarea listelor de dimensiuni mari. Pe numarul de pe partea stanga se poate face click si afiseaza formularul de cerere. Daca cererea va este atribuita, puteti adauga o remarca, stoca cererea sau muta cererea altcuiva pentru acelasi client. Daca ati rezolvat o cerere, un mail cu solutia va fi trimis clientului, statutul cererii va fi setat pe 'rezolvata' si-daca accesul este setat pe 'deschis'- disponibil in sectiunea de cunostinte.

Administratorul de sistem poate seta categoriile si sa le atribuie utilizatorului sau grupului. Daca un client selecteaza o categorie, utilizatorul respectiv este automat

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