A comprehensive web-portal, no matter whether it's an information site or an online-store, is so
stuffed with various features that users may find it hard to navigate it. In addition, many
companies would like to quickly respond to clients' questions thus maintaining the company
reputation. It's especially important for web-portals tailored at providing to clients online
consultations related to software and hardware performance, etc. A properly structured and organized
site should be able to promptly react to clients' requests and address them to technical support
engineers according to topics.
The Helpdesk module was designed to:
- implement the ticket submission system enabling visitors to contact the technical support specialists;
- manage service level agreement preferences (SLA);
- register ticket response time and efficiency;
- analyse user replies.