HelpDesk process

A HelpDesk system has a number of users and a number of staff members. Typically, a user that has a question logs on to the server and opens a request. In this requesf the user will specify as much details as possible about his/her problem.

When the user post the request, the staff members are informed (by various means, usually e-mail) that a new request ticket has been opened. The e-mail contains the subject of the request. One of the staff members logs on to the site and answers to the ticket.

The user is then informed (via e-mail) that its request has an answer. If there are more details, the user can add a reply to the staff member's comment.

The dialog keeps going untill everything is clear and the staff member marks the request ticket as beeing "closed" i.e. resolved.

The server keeps track of all tickets, all replys, efficiency of the staff members (answer speed, etc.).