Customer Service Desk System – Functionality

CSDS Functionality

Web Interface

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  • Easy and initial handling with a web browser.
  • Because no active web contents like Flash or Java applets are used, the web interface is usable with most web browsers, even with mobile phones or other mobile computers.
  • A web interface to administer the system via the web is available.
  • A web interface to handle customer requests by employees/agents via the web is integrated.
  • A web interface for customers is available to write new tickets, check the state and answer old tickets and search through their own tickets.
  • The web interface can be customized with different themes; own themes can be integrated.
  • Support for many languages.
  • The appearance of output templates can be customized (dtl).
  • Mails from and into the system can contain multiple attachments.

Mail Interface

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  • Support for mail attachments (MIME support).
  • Automatic conversion of HTML into plain text messages (more security for dangerous content and enables faster searching).
  • Mail can be filtered with the headers of the system or via mail addresses, e.g. for spam messages.
  • Auto answers for customers, configurable for every queue.
  • Email notifications for agents about new tickets, follow-ups or unlocked tickets.
  • Follow-ups by references or In-Reply-To header entries.

Tickets

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  • Expanded queue view, fast overview of new requests in a queue.
  • Tickets can be locked.
  • Creation of own auto answer templates.
  • Creation of own auto responders, configurable for every queue.
  • Ticket history, overview of all events for a ticket (changes of ticket states, replies, notes, etc.).
  • Print view for tickets.
  • Adding own (internal or external) notes to a ticket (text and attachments).
  • Ticket zooming.
  • Access control lists for tickets can be defined.
  • Forwarding or bouncing tickets to other mail addresses.
  • Moving tickets between queues.
  • Changing/setting the priority of a ticket.
  • The working time for every ticket can be counted.
  • Up-coming tasks for a ticket can be defined (pending features).
  • Bulk actions on tickets are possible.
  • Automatic and timed actions on tickets are possible with the “GenericAgent”.
  • Full text search on all tickets is possible.

System

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  • The solution runs on many operating systems (Linux, Solaris, AIX, FreeBSD, OpenBSD, Mac OS 10.x, Microsoft Windows).
  • Linking several objects is possible, e.g. tickets and FAQ entries.
  • Integration of external back-ends for the customer data, e.g. via Active Directory, eDirectory or OpenLDAP.
  • Setting up an own ticket identifier, e.g. Cal#, Ticket#, Request#, e.g.
  • The integration of your own ticket counter is possible.
  • Support of several database systems for the back-end, e.g. MySQL, PostgreSQL, SAPDB, Oracle).
  • Framework to create stats.
  • Simple integration of own add-ons or applications with the API.
  • Simple creation of own front-ends, e.g. for X11, console.

Support for Services and SLA

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As major step towards Service management that brings in the ’Service’ and ’Service Level Agreements (SLA)’. While creating a new ticket a service requester has to select both a service (e. g. email-service) and a related SLA. SLA attributes are “response time”, “update time” and “solution time”. These attributes are used by the Service Organization for notification and escalation purposes in order to keep the agreed SLA. Service- and SLA-related information within incoming email headers might also be used by the Postmaster-Filter as already known before.

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