Business
Problem:
Our
company “NexGen” is a new and fast growing electronic devices selling company.
Our company sells laptops and corresponding accessories, mobile phones and
corresponding accessories and some other electronic devices.
Right
now we are in urgent need of a customer <-> company interaction platform
where any customer can get any information or service regarding the products
they bought or submit a complaint against the product they bought or give a
suggestion to improve the service/quality of products in future. And the
website should contain a set of knowledge bases and user guides so that
customers can access them to solve some of their simple problems without
logging a ticket
Softwares evaluated, finally selected,
reason for selection
The
softwres I have evaluated in the process of searching an application to fulfill
my requirements are: Help centre live, HESK, osTicket and Trellis desk.
After
evaluating the benefits and limits of the above mentioned applications, I have
selected HESK as the solution provider to my requirements.
The reasons for selecting
HESK are as follows
1.
It exactly provides the ticket raising system the company needs
and I really like the balance of
features offered by Trellis. It does everything I want my helpdesk system to
do, but isn’t cluttered with features I won’t need or overloaded with options
that make it difficult to use
2.
And it allows to maintain knowledge base where we can
put some articles or user guides regarding all the products we sell
3.
And it allows any ticket to move to knowledge base so
that we can move important tickets and conversations to knowledge base so that
they serve as reference to several customers and serves as frequently asked
questions and their solutions
4.
And when a customer is raising a ticket with a
problem, if the problem matches with any article in the knowledge base where
solution to that problem is provided, it will immediately suggests to refer to
that article for solution
5.
It allows the admin staff to comment, respond and
follow up the customer regarding the ticket raised (reference to each ticket is
ticket ID generated when a customer raised the ticket)
6.
It also sends the ticket ID to customer’s email if
customer forgets the ticket ID he has raised
On
the other hand, other applications I have evaluated are quite complex and even
doesn’t exactly meet my requirements. And some other are mainly focusing other
features such as live support, specific support to within an organization etc.,
and require special plugins to add to get my requirements fulfilled and need at
least some technical expertise to maintain and use all the features provided.
So
I have chosen HESK as the optimal solution to provide an application which
meets all of my requirements
Configuration/Customization I have done
The customization/configuration
I have done in my website are as follows
1. Removed the “General”
category from list of categories user can select while submitting a ticket and
added the following categories
a. Laptops
b. System/Laptop
accessories
c. Pendrives
d. Mobiles
e. Mobile accessories
f. Others
2. Added articles and
user guides of different products the company sells into the website
3. We have two admin
staff: Raviteja and Lokireddy who deals with tickets of different categories
a. Raviteja deals with
the categories Laptops, System/Laptop accessories and Pendrives
b. Lokireddy delas with
Mobiles, mobile accessories and other types
4. And added four custom
fields in the ticket raising form. They are
a. Product ID – user
needs to enter the product ID of the product provided to him while purchasing the
product
b. Type – user needs to
select the type of ticket he is raising from the four types namely Information,
service, compliant and suggestion
c. Address – user need to enter his address
d. Phone Number – user needs
to enter his phone number
URL link to the actual working
application
Url for customer to
raise a ticket or use knowledge base: http://raviteja982000.x10.bz/hesk/
Url for admin staff
to respond to tickets and add or update knowledge bases: http://raviteja982000.x10.bz/hesk/admin/
Credentials of the
two admin staff are
1. Name of the admin staff:
Raviteja
Username:
admin
Password:
pass
2. Name of the admin
staff: Lokireddy
Username:
abc
Password:
12345
