HESK -User manual

As I mentioned before that I am using HESK as my application package. So I have made the website with same package and will give the detailed SOP for users to get accustomed to the application.

Below are the steps to be followed for basic use of the HESK application.

Customer Interface

This is what help desk end-users (customers) will have access to.

• Submit support tickets
• Communicate with staff
• View status of submitted tickets
• Access Knowledgebase

Administrator and Staff Interface

A simple but powerful interface for all your help desk tasks.

• List, filter and search tickets
• Interact with customers and staff
• Manage settings and options
• ... and so much more!

Need more? Get SysAid!

• CMDB
• Live Chat
• Mobile Device Management
• Advanced Configuration
• Calendar & Scheduling
• Analytics

What HESK brings to the table

Centralized support system.

Handle customer inquiries obtained through a web form, email message or telephone call in a single, centralized support solution.

Organize. Prioritize. Track.

Setup unlimited categories, sort tickets by urgency and examine their status. Always know what needs to be resolved next.

Build and promote self-help.

A built-in knowledgebase provides answers to frequently asked questions, user guides and other self-help resources.

Right information at the right time.

Customize the ticket submission form to gather required information unique to your business and situation. No more back-and-forth with customers searching for needed information.

And much more...

Email notifications. Canned responses. Attachments. Time spent on tickets. Reply and article rating. SPAM prevention. Reports. Multi-language use.

Creating an Application

Hello
     

        It was an amazing experience of creating an application. I always think to start own business.

        And in any business customer is God. So it is very important for any business to satisfy its                   customer.

       As a start for hosting a website, i came across a lot of application packages for my website, which are very useful. All the package have their own pros and cons, but all can be used to simplify the business needs as per the business requirements.

I came across application packages for various requirements, of which, few are mentioned below along with the application package name:

1. E-commerce websites :- Tomato cart , Open cart, Abante cart, etc.
2. Business solutions :- Feng office, Front Accounting, Group Office, Simple Invoices, etc.
3. Help Desk :- HESK, OS Ticket, etc
4. Customer Relationship Management (CRM) :- Sugar CRM,SuiteCRM, etc.
5. Content Management system :- Chamilo, WordPress, SilverStripe, etc.
6. Human Resource Management (HRM) :- OrangeHRM
7. Community Building packages :- PmWiki, phpMyChat, etc.

and lot more are there.

• Among the above i choose the HESK application for a business solution objective. I wanted to understand how a web application can enhance the efficiency of the business and how can it  resolve all the problems of customers.

Why HESK???????

Customers need help. HESK makes it easy.

Customer has an issue

Your first line of defense is the integrated knowledgebase allowing customers to resolve common issues themselves. A well-written knowledgebase can save you tons of support tickets!

If no solution is found, customers can contact you by submitting a web form or sending an email. Staff can insert queries received elsewhere, such as over the telephone or on social networks.

Help desk software is used to organize and prioritize tickets

HESK automatically assigns a unique ID to each issue - a support ticket is born.

Not all issues are of equal importance. HESK allows you to prioritize tickets by urgency, organize them into categories and filter them in other easy, convenient ways.

Ticket is assigned to a staff member

Each ticket is assigned to a staff member, either manually or automatically, who uses the HESK web interface to speak with the customer, add notes, attach files and modify ticket details.

Wrong department? No problem. Simply redirect the ticket so the correct staff can work in it!

Issue is resolved

Customers are notified over email when staff responds to their ticket and the issue is resolved. But HESK doesn't stop here. It tracks overall help desk and staff performance, allows you to generate statistics, convert useful solutions to public knowledgebase articles and much more.