Service Requests

The logging of service requests in HelpSTAR allows you to track and organize a variety of different business demands: from requests for technical support to requests for change. End users can submit requests from their Windows clients, over the Web or via email. Remote support staff can open and update requests via the Web Interface. This integration with the Web and email allows your organization to respond to problems consistently and effectively, no matter where they occur.

Both internal and external users can submit service requests. Internal users are associated with departments, while external users are associated with companies. Each update to a request is recorded and includes the user name and a timestamp, resulting in a complete audit trail from beginning to end.

Infrastructure

Queues – a queue is a temporary holding area for requests grouped by a particular skill set required to resolve them. Queues are used, along with support reps, to organize the workflow of service requests.
Support Reps – these are support staff who are assigned to queues based on their specific skill sets. A rep is normally assigned to several queues. Each queue, in turn, may have several reps assigned to it.
Dispatcher – when an end user submits a new service request it is automatically forwarded to 'Dispatch'. From there, a dispatcher (usually another support rep) assesses the nature of the request, assigns a priority and forwards the request to an appropriate queue.
Best Solutions – HelpSTAR enables the help desk to build a database of common problems and their solutions. End users can search this database as a source of self-help, while support reps can search Best Solutions as a first step in resolving problems that arise. These solutions will also reduce the need for more experienced personnel to spend time training new staff.
Suggested Solutions – if a support rep finds an appropriate Best Solution for resolving a service request, the rep can automatically add a hyperlink to the request to "suggest" the solution to the end user. By making effective use of Suggested Solutions your organization can significantly minimize the time it takes to resolve requesters’ problems.

Workflow

HelpSTAR’s best practices environment will optimize your help desk’s ability to resolve calls as they arrive.

1. Intelligent queuing ensures that problems are forwarded to the most qualified support reps who are prompted to work on the highest priority requests that have been waiting for the longest time.

2. Junior reps can use the Best Solutions knowledgebase to resolve problems they might otherwise need to escalate.

3. For some problems, end users can utilize Best Solutions without the need for intervention by help desk personnel.

HelpSTAR monitors support activities in real time to ensure that serious or overdue requests don’t fall through the cracks. Support staff are automatically notified by alarms whenever requests of concern to them are updated. Staff working offsite can be automatically paged.