BilTAY Teknoloji SCIENTA Help Desk System
The BilTAY Teknoloji SCIENTA system comes with a complete web based help desk system, called "Enterprise Help Desk", to help you retain your customers. The help desk system is completely integrated with the rest of the BilTAY Teknoloji SCIENTA application, and allows you to provide technical support, collect problem reports and support requests, and provides a forum for your customers to discuss the products. . For more information, please review the material below.
The Enterprise Help Desk System allows you to provide technical support, collect problem reports and support requests, and provides a forum for your customers to discuss your products.
The Enterprise Help Desk System is completely configurable and customizable to exactly meet your needs. The system comes with complete source code for the entire system. All of the source code is included, and n third party tools or controls are required for the system to function. Since the system comes with full and complete source code, you can change, modify, enhance or add any feature or function that you feel is necessary without limitation.
The Enterprise Help Desk System has two different interfaces, the Admin interface and the Client interface:
Admin Interface
The Enterprise Help Desk Administration Interface is easy to use and navigate, with all of the menu options organized into the CRM panel, with links to screens that summarize each set of screen data into grids. The opening screen includes a dashboard-type main interface. The Administration interface has the following screens:
Enter & View News Items
Enter & View Release Dates
Enter & View Headings
Enter & View Topics
View & Approve Messages
Enter & View Problem Reports
Enter & View Support Requests
Enter & View Resources
Enter & View Priorities
Enter & View Problem Types
Enter & View Request Methods
Enter & View Resource Types
Enter & View Severities
Enter & View Statuses
Enter & View Support Types
All of the changes that you make to the data in the Administration interface will be reflected in the help desk client.
Client Interface
The client interface contains the following functions:
News
Release Dates
Known Errors
Report A Bug
Ask Support
Documentation
User Forums
The system will allow your customers to login to the system, enter bug reports or problem reports, enter support requests, search a bug history to see if their problem has already been fixed, and take part in moderated user forums. Users can review posted information or respond to pre-defined message headings and message topics.
Bug Reports, Support Requests, and posts to the message boards are followed-up with email confirmations to both the customer and the support department letting them know there is information in the system ready for review. There is no special software required for this feature, email is handled by the dot net client (using CDO Message) and sent either to your mail server or the IIS built in mail server for processing.
The system is completely integrated with the BilTAY Teknoloji SCIENTA system through the shared SQL Server 2000 / MSDE 2000 Database, so users of the Accounting System can login set-up & administer the help system using the administration interface, and customers in the system can access the on-line client portion of the help system using the same password that they use to access the shopping cart and the downloads manager.
Security built into the help system limits the use of the client interface to customers within the BilTAY Teknoloji SCIENTA system that also have a valid support contract. When the support contract expires in the BilTAY Teknoloji SCIENTA System, then can no longer longer access the help system.
The requirements for the Enterprise Help Desk System are basically the same as the BilTAY Teknoloji SCIENTA product: The system can be hosted on IIS 5.0 or better, Windows 2000 Server or better with the Dot Net Framework and SQL Server 2000 or MSDE 2000. You will need VS Studio Dot Net 2002 or better or MSDN Professional or better to customize and modify this package.
You can access the help desk administrator functions via the "CRM" tab in the BilTAY Teknoloji SCIENTA Application
Enterprise Help Desk System Administration Interface
The Enterprise Help Desk Administration Interface is easy to use and navigate, with all of the menu options organized into the CRM panel, with links to screens that summarize each set of screen data into grids. The opening screen includes a dashboard-type main interface. The Administration interface has the following screens:
Enter & View News Items
Enter & View Release Dates
Enter & View Headings
Enter & View Topics
View & Approve Messages
Enter & View Problem Reports
Enter & View Support Requests
Enter & View Resources
Enter & View Priorities
Enter & View Problem Types
Enter & View Request Methods
Enter & View Resource Types
Enter & View Severities
Enter & View Statuses
Enter & View Support Types
All of the changes that you make to the data in the Administration interface will be reflected in the help desk client.
Enterprise Help Desk Client Interface
The client interface contains the following functions:
News
Release Dates
Known Errors
Report A Bug
Ask Support
Documentation
User Forums
The system will allow your customers to login to the system, enter bug reports or problem reports, enter support requests, search a bug history to see if their problem has already been fixed, and take part in moderated user forums. Users can review posted information or respond to pre-defined message headings and message topics.
Bug Reports, Support Requests, and posts to the message boards are followed-up with email confirmations to both the customer and the support department letting them know there is information in the system ready for review. There is no special software required for this feature, email is handled by the dot net client (using CDO Message) and sent either to your mail server or the IIS built in mail server for processing.
The system is completely integrated with the BilTAY Teknoloji SCIENTA system through the shared SQL Server 2000 / MSDE 2000 Database, so users of the Accounting System can login set-up & administer the help system using the administration interface, and customers in the system can access the on-line client portion of the help system using the same password that they use to access the shopping cart and the downloads manager.
Security built into the help system limits the use of the client interface to customers within the BilTAY Teknoloji SCIENTA system that also have a valid support contract. When the support contract expires in the BilTAY Teknoloji SCIENTA System, then can no longer longer access the help system.
The requirements for the Enterprise Help Desk System are basically the same as the BilTAY Teknoloji SCIENTA product: The system can be hosted on IIS 5.0 or better, Windows 2000 Server or better with the Dot Net Framework and SQL Server 2000 or MSDE 2000. You will need VS Studio Dot Net 2002 or better or MSDN Professional or better to customize and modify this package.
You can access the help desk administrator functions via the "CRM" tab in the BilTAY Teknoloji SCIENTA Application |
