Ssb Helpdesk
  • Trouble Ticket System
  • IVR
  • Voice Logger
  • Unlimited Agents
  • Customized Reports
  • MIS Reports
Purpose

To have a centralized help desk at One Place.
To have single point of responsibility.
To maintain the standard of Help Desk as per the TRAI guidelines.
Centralized report generation.
National monitoring of fault rectification and MTTR

Process Scope
  • Initial Activity: Customer calls / mails to the customer helpdesk for a query / request / complaint
  • Final Activity: Resolution is provided to the customer with a confirmation for the same
Process Flow
Helpdesk Process Work
Agents / Operators
  • Create, Edit agents / operators
  • Activate / In-activate agents / operators
  • Show all tickets (date wise, agent wise, operator
    wise, branch wise)
  • Show all answered / un-answered tickets (date wise, branch wise, operator wise)
  • Show all transferred tickets (date wise, branch wise, operator wise)
Search
  • Ticket number
  • Dates between
  • Locked tickets
  • Closed tickets
  • Priority wise tickets
  • Client wise
Category
  • Create New category
  • Edit category
Active / inactive
  • Show all tickets under category (date wise, branch wise, operator wise)
  • Show all answered / un-answered tickets under category (date wise, branch wise, operator wise)
  • Show all transferred tickets under category (date
    wise, branch wise, operator wise)
  • All active / inactive operators in categories
  • All locked tickets under category
Tickets
  • View all tickets of (client, branch, between dates)
  • View all Opened tickets of (client, operator, branch)
  • View all Closed tickets of (client, operator, branch)
  • View all Locked tickets of (client, operator, branch)
  • Reply to ticket
  • Can lock a ticket
  • Can close a ticket
Reports
  • Branch report
  • Full Customized Branch wise report with Search Criteria
  • Ticket report
  • Agent report
  • Help Desk Info (Group and Branch wise listing of all Logged In Agents/users)
  • Down time report
  • Advance search
  • Advance branch wise report
  • Agent corner
  • Escalation Matrix
  • Login Access
  • Assign Button to users
  • Assign Buttons
  • Assign Button to Group
  • Assign Branch to Group
  • Feature Points
Ticket System with IVR Features
  • Agent / Operator
  • Can create Ticket for customer according to branch wise rights.
  • View open tickets
  • Search tickets on the behalf of customer, date range, ticket status
  • Client Registration branch wise
  • Agent/operator screen to receive calls and create ticket for the client
  • Voice Logger
  • Multiple Departments
  • Multiple Operators
  • SMS on ticket creation and Ticket close
  • Department head concept
  • Ticket Dashboard Branch Wise and Admin
Report
  • Operator wise Avg. time Ticket Solving
  • Operator wise total Ticket per day
  • Client wise Total Number of tickets and ticket
    solving time
  • Less then 7 Hours
  • Less then 24 hours
  • Less then 72 Hours
  • More then 72 hours
Ticket Escalation system
  • Define multiple escalation time
  • Escalate Tickets according to escalation time mentioned
  • Escalate tickets to branch wise users
  • Admin escalation report via email after every hour
  • User to branch user rights
  • Show Submit/action buttons according to Group and User
  • Advance Report for downtime record
  • Ticket Alert on computer to logged in Agents and Help Desk users

 

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