Problem Statement:
Email Intimation should be used to keep employees updated about the requests they have made.
On the other hand ,admin of this application will take care of these requests,update their status.
A graphical representation of data will help us to analyze the performances of the employee handling the support system.Requests should be floated to different departments
Software Evaluation & Selection:
We have evaluated the following applications
1. HESK
2. osTicket
3.TrellisDesk
4. Maian Support
Maian Support has following advantages over 3 systems mentioned above:
1)It allows to track the request through department wise
2)It provides the graphical representation of historical data which is easy to interpret.
3) It allows one to escalate the request to dispute level in case of any critical issues
4)Categorically FAQs are also there
Other 3 software that we evaluated, none of them have all the above features together.
Customization:
1) Departments Added : Added Departments for tracking the requests directed to respective departments. For eg. Department "Software/Hardware" added which will look into all the software & hardware related issues raised by an employee. Similarly "Corporate Accounting Group" will look into the Salary & income tax related issues of employee
2) Added Category wise FAQ's: For each kind of issue, there is category added and few FAQ's are added below it so that employee can get a help from FAQ's before raising a request
3) Added different users for different departments: Different users are added which can cater to the request directed towards respective departments
4)Customized Field :Added Customized fields like buiding Number,Floor Number for new ticket request so that employee location who is raising the request can be tracked.
5)Added Standard Response for requests.
Also many other modifications done for the user & admin.
Link to the User Module:
Admin URL:
Credentials to log in to admin module:
username: amit.gyanani2006@gmail.com
password: adminuser
