IT Help Desk system
$300-1500 USD
Paid on delivery
No Placeholder Bid, Only Bid if you have a system already in place. Here is the complete requirements
Web based IT Help desk Ticketing system
IT Help Desk Ticketing System plays a critical role in efficiently managing IT support requests and ensuring a smooth workflow for both users and IT technicians. Here's an explanation of the features for such a system:
Ticket creation
Users can create a ticket typically by filling out some fields for essential information, this includes
Nature of the issue,
Brief description of the issue
Contact details.
Users can select from predefined categories or types of issues (e.g., software problem, hardware request, network issue) to help classify their request.
Users can attach files or screenshots related to the issue.
IT technicians can assign the raised tickets to specific team members based on their expertise and workload.
IT technicians can reach out to users (via chat, mail) for clarification or to gather more details.
Depending on the categorization and severity level, IT technicians will route the ticket to specialized teams or individuals within the IT department.
Ticket tracking
After creating a ticket, users can access the portal to view the real-time status of their tickets (open, in progress, on hold, or resolved).
Users can track the progress of the tickets for information such as
Last updated time
Technician assigned
Notes or comments added by IT staff.
It will also provide users with the estimated resolution time for each ticket based on its priority and complexity.
When a ticket is marked as resolved or closed by IT staff, users are notified by email.
The Ticket tracking feature maintains a historical record of all interactions related to the ticket.
IT Technicians will change the status to "in progress" when they start working on a ticket and provide updates as they make progress.
The ticket tracking system is used to initiate the escalation process to higher-level technicians or specialized teams.
IT technicians can track the time spent on each ticket.
When a ticket is closed ,they provide details about the resolution like
Steps taken
Solutions implemented
Any necessary follow-up instructions for users.
Ticket prioritization
Users create a ticket, they can select the priority level of their issue like
Urgent (High,critical)
Regular
Low
The ticketing system provides guidance on what each priority level entails, helping users understand how to categorize their issues effectively.
IT technicians can review the priority level assigned to each ticket to determine its urgency and impact.
The ticketing solution provides quicker escalation processes for high priority tickets.
Knowledge base Integration
Users can access a searchable Knowledge Base that contains
Articles
FAQs
Tutorials
Solutions/Troubleshooting guides to common IT problems.
Users can use a search bar to enter keywords or phrases related to their IT problems
Users can use a search bar to enter keywords or phrases related to their IT problems
IT technicians and support staff create, update, and maintain the Knowledge Base content.
Ability to access the Knowledge Base directly from the ticketing system interface.
Reporting and Analytics (KPI)
Admin/authorized personnel can access a centralized dashboard that presents an overview of key performance indicators (KPIs) related to IT support operations.
The portal also includes Reporting tools that provide data on the total number of tickets created within a specific time frame.
Analytics track the average response time for tickets.
Admin can assess the percentage of resolved tickets out of the total number of tickets created.
Reporting tools in the portal will show the number of open and pending tickets.
Ability to evaluate individual technician performances with factors like
Ticket resolution times
User satisfaction scores
Overall productivity.
User feedback and satisfaction ratings.
Ability to track which articles are most frequently viewed in the knowledge base.
Provide trend analysis
Identify recurring issues or patterns in ticket submissions.
Option to create custom reports tailored to specific needs, such as reports for
Budget planning
Resource allocation
Compliance tracking.
User portals
User portals provide a single, centralized interface to interact with the IT help desk.
Users can create new support tickets directly from the portal.
Users can view a list of all their active and past support tickets.
Users can check the real-time status of their tickets.
User portals include communication features that allow users to interact with IT technicians directly through the portal.
Users can access the Knowledge Base directly from the portal. They can search for self-help resources, articles, FAQs, and solutions to common IT problems before creating a new ticket.
Users can access the history of their previous support interactions, including resolved tickets.
After a ticket is resolved, users are prompted to provide feedback on their support experience.
IT technicians can access the user portal to review incoming support requests submitted by users.
Technicians can assign tickets to themselves or other team members based on expertise, workload, or ticket type.
Technicians can communicate with users directly through the portal's messaging or comment system.
IT technicians update the status of tickets as they work on them. Users can see these updates in real-time.
When a ticket is resolved, IT technicians mark it as resolved in the portal.
The portal offers the option to monitor the workload of IT technicians and ensure that tickets are evenly distributed and resolved in a timely manner.
Audit Trails
The portal provides detail tracking [login to view URL] includes
Ticket creation
Updates
Status changes,
Comments,
Assignments
Resolutions.
Audit trails include timestamps for every action.
Provides a complete change history of a ticket.
Mobile Accessibility
IT staff and users can access the ticketing system from smartphones and tablets, allowing them to create, track, and respond to tickets on the go.
User Satisfaction Survey
After a ticket is resolved, users can provide feedback on their satisfaction with the support provided.
Asset management
Through inventory control the portal can maintain an up-to-date inventory list that includes details like
Asset type (laptops, keyboards, printers, other devices, etc,.)
Serial numbers
Locations.
The portal allows for tracking the status and location of each asset
Asset management systems allow scheduling and track maintenance tasks for hardware assets.
Track warranty information for assets, ensuring that warranty claims are made in a timely manner.
Asset management systems facilitate asset audits and compliance checks.
Integration with the help desk ticketing system allows for linking assets to specific support requests.
Project ID: #37494208
About the project
75 freelancers are bidding on average $1196 for this job
Hi, I understand your project requirements, I'll develop the Web-based *** IT Help desk Ticketing system*** including All the FEATURES and functionality based on your requirements, Ticket creation Ticket tracking Tic More
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Hi There, Thank you for considering our services for your web-based IT Help Desk Ticketing System. We understand the importance of efficiently managing IT support requests and ensuring a smooth workflow for both users More
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Hello, I'm Parvesh Saini, and we have a ready-to-use IT Help Desk Ticketing system that meets all your requirements. Our system includes ticket creation, tracking, prioritization, a knowledge base, reporting, user por More
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