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Help Desk/ Issue Tracking Management

GSL Helpdesk Software is a complete web based Solution for providing desk support and tracking issues with identical Ticket ID. It works for both internal issue tracking and customer support. It can also contribute to HR division providing large scale reports and statistics of the support team members. Help desk Management implemented for the central point of contact for handling customer, user and other issues. The service desk types are based on the skill level and resolution rates for service calls.

 

Features of the product

•Multi Tire Support Facility

o Division

o Department

o Unit

o Support Team

o Support User

o General User

• Unlimited Categories & Users

• Statistics with Graphical Presentation

• Lots of Flexible Reports

• Performance Report

• Existing User Bank Sync Facility

• Tracking Issues and History

• Advanced Searching

• Knowledge Base

• Flood Messaging and Issue Assignment

• Interactive panel for Issue follow-up

• Periodic notification alert

• Secured Password recovery

• Chain mail notification through Tire

• Flexible Reports Generate

 

 

Benefits of the product

 

• Easy to Implement

• Open Source Platform (LAMP)

• Customer support service and tracking

• Reduce workload and support manpower

• Web based solution

• Performance analysis of support team members

• Auto notification to bottom-up tire

• Archiving Facility for closed issue

• Holiday Calendar and automatic time adjustment

 

 

Development Tools

 

• Web Server: Apache

• Database: MySql-5

• Web Scripting language: PHP-5, AJAX and Java Script frameworks (JQuery)

• Implementation Area: Standalone Machine/LAN/WAN/Internet

• Environment/OS: Linux