Help desk

Service | Help desk

A help desk is designed to provide clients with information about a particular topic or problem on request.

Generally, the initial contact will be by a telephone call from the service client to a front line support employee. Once the service call has been accepted, the problem is logged and the service call can then be processed and the problem solved.

In many cases, the front line support employee will be able to solve the problem immediately. If this is so, the service call will not be forwarded.

In other cases, the service call may need to be forwarded to an expert or group of experts in a particular field who will then deal with the problem directly.

In all cases, the service call will pass through the so-called service call cycle:

Log - Process - Solve - Close

Closing is the last step in the service call cycle. When this phase is reached, the service call has been solved to the satisfaction of all parties involved.

It is often the job of a manager to close a service call, as this action is very important in the context of optimum quality management.

es Helpdesk module

The optional es Helpdesk module provides you with the help desk functionality in eserp in two stages:

Helpdesk I license

Basic provision of a ticket system for recording and managing service requests.

• Helpdesk program as a trouble ticket system

• Incoming service calls are logged, processed, solved, and closed.

• Service orders can be created

• Automatic email import functions:

  • Incoming emails are assigned to service calls.

  • If the email can be assigned to a service call, a contact is created for the service call and the data in the email copied into the contact data set. All other emails are saved in the database and can be opened in the Helpdesk under Open Helpdesk emails.

• Service calls are generated from incoming emails.

  • If the email is assigned to a service call a contact entry will be made automatically, as with the Helpdesk action. Otherwise, a service call will be created automatically if the sender's address has been specified in the filter settings for the action. If neither is possible, the email is saved in the database for manual processing in the Helpdesk.

Helpdesk II license

The Helpdesk II license provides all the functions included in the Help desk I license with the addition of an escalation system and the ability to define service levels for system components and corresponding recommissioning times.

• Trouble ticket system with service levels and escalation stages

• Incoming service calls are logged, processed, solved, and closed.

• Service orders can be created

• Escalation notification by esMessage or email

• On-call times are considered

• A clock runs for individual service calls (service call duration)

• The components of a system and the contracts can be assigned service levels. These service levels are coupled to recommissioning times.

• Escalation points can be given.

• Forwarding can be notified by a pop up

• Service call lists update automatically

• Service calls are locked from processing

• Automatic email import functions:

  • Incoming emails are assigned to service calls.

  • If the email can be assigned to a service call, a contact is created for the service call and the data in the email copied into the contact data set. All other emails are saved in the database and can be opened in the Helpdesk under Open Helpdesk emails.

• Service calls are generated from incoming emails.
  • A contact is created automatically if the email is assigned to a service call as with the Helpdesk action. Otherwise, a service call will be created automatically if the sender's address has been specified in the filter settings for the action. If neither is possible, the email is saved in the database for manual processing in the Helpdesk.

es web Helpdesk license

The following functions can be added to the es Helpdesk if es web is used:

• Escalation of service calls by clients, potential clients, business partners, vendors, and personnel
• Assignment to a client and contract
• Service call status tracking
• Service order status tracking
• Display of all responses to a service call
• Knowledge base search capability
• Files can be attached to a specific service call