WEB BASED HELP DESK SYSTEM FOR SOFT SOLUTIONS

Abstract

Software industry is growing day by day. Many entrepreneurs start organizations locally and internationally while the most of manual systems replacing with software. There is a good competition between each other to attract companies and individuals. Best customer satisfaction leads to continuous growth in any organization. There should be a good supporting system for end users or any other body which searching for details. As software company soft solutions have to answer several customer inquiries, this leads to several phone calls which transferring over different persons in the company. And there is no guarantee to ensure that all customer issues were answered in satisfied manner. This web based help desk system is attempt of resolving that task. Developed helpdesk system provides a way of recording whatever end user questions related to software products which handled or maintained by the company. And those records can be transferred to relevant employee group as example analyst can view new work orders etc. So that support staff can give solutions by sending emails or onsite comments. Further through this system customers can chat with available staff members to resolve their problems. This project is developed by using PHP and MySQL Server technologies under Windows 7 operating system and Apache server is serving as the local host. By using this helpdesk system soft solutions can handle their helpdesk process in effective manner since this system provide interfaces for both customers and staff members to communicate with each other. Also the system provides proper administrative control over transferring customer issues to relevant work groups, user account creations and performance report generations like issue status of each work group, total issues for particular day, month etc. Finally company can make decisions on further enhancement to the support process like staff management based on issue rates in each group.