The Problem : To handle and manage the customer support system of a firm.
Software Analyzed:
1. ExoPhpDesk
2. OSTicket
3. Hesk
4. PhpOnline
5. Open Web Messenger
Selected Software -: OS Ticket
I chose OS Ticket because business problem required the software to be easy to install and customer friendly and OS Ticket clearly satisfies this clause as it does not require the customer to login to the portal. The customer can check the status of the ticket raised by him/her through a unique combination of His/her email -id and ticket no.,which is mailed to the customer upon creation of the ticket. Communication is an aspect which is the most important thing in a customer support system and OS Ticket provides us multiple means of communication at various levels thus keeping the customer up to date about the issue. OS Ticket has a proper follow up system and ticket can be re-assigned to staffs of other departments in real time.OS Ticket offers advanced flexibility without compromising simplicity which makes it distinct from other customer support softwares.
Customization:
Various Departments were added:
- Billing
- Human Resource
- IT Help Desk
- Sales
- Support
- Research and Analysis
- Public Relation
- Finance
Link to the Application: http://ashwini14.x10.mx/ostic
Submitted by:
ASHWINI KUMAR RAO
12BM60047
