August 1, 2010

Help/Support Center- A brief overview of issue Ticket Tracking System

help wanted


An issue tracking system (also
called trouble ticket system or incident ticket system) is a computer software
package that manages and maintains lists of issues, as needed by an
organization. Issue tracking systems are commonly used in an organization's
customer support call center to create, update, and resolve reported customer
issues, or even issues reported by that organization's other employees. An issue
tracking system often also contains a knowledge base containing information on
each customer, resolutions to common problems, and other such data. An issue
tracking system is similar to a "bugtracker", and often, a software company will
sell both, and some bugtrackers are capable of being used as an issue tracking
system, and vice versa.


A ticket is a file contained within an issue tracking system which contains
information about support interventions made by technical support staff or third
parties on behalf of an end user who has reported an incident that is preventing
them from working with their computer as they would expect to be able to.
Tickets are commonly created in a help desk or call center environment.
Typically the ticket will have a unique reference number, also known as a case,
issue or call log number which is used to allow the user or support staff to
quickly locate, add to or communicate the status of the users issue or request.

These tickets are so called because of their origin as small cards within a
typical wall mounted work planning system when this kind of support started.
Operators or staff receiving a call or query from a user would fill out a small
card with the user's details and a brief summary of the request and place it
into a position (usually the last) in a column of pending slots for an
appropriate engineer, so determining the staff member who would deal with the
query and the priority of the request.
   

Architecture

The most common issue tracking system's design is relatively simple. A database
is the main storage repository for all data. These data are managed by the
business logic layer of the application. This layer gives the underlying raw
data more structure and meaning, preparing it for human consumption. The now
human readable data are then presented to the support technician by another
software application or web page. The end-user of the issue tracking system can
create entirely new issues, read existing issues, add details to existing
issues, or resolve an issue. Anytime a user of the system makes a change, the
issue tracking system will record the action and who made it, so as to maintain
a history of the actions taken. Each user of the system may have issues assigned
to them, that is, that user is responsible for the proper resolution of that
issue. This is generally presented to the user in a list format. The user may
have the option of re-assigning an issue to another user, if needed. For
security, an issue tracking system will authenticate its users before allowing
access to the systems.

Issues

Issues can have several aspects to them. Each issue in the system may have an
urgency value assigned to it, based on the overall importance of that issue.
Critical issues are the most severe that should be resolved in the most
expedient way possible, taking precedence over all other issues. Low or zero
urgency issues are minor, and should be resolved as time permits. Other details
of issues include the customer experiencing the issue (whether external or
internal), date of submission, detailed descriptions of the problem being
experienced, attempted solutions or work-arounds, and other relevant
information. As previously noted, each issue maintains a history of each change.


Workflow

An example scenario is presented to demonstrate how a common issue tracking
system would work:

  • A customer service technician
    receives a telephone call, email, or other communication from a customer about
    a problem. Some applications provide automatic error reporting from exception
    handling blocks.

  • The technician verifies that the
    problem is real, and not just perceived. The technician will also ensure that
    enough information about the problem is obtained from the customer. This
    information generally includes the environment of the customer, when and how
    the issue occurs, and all other relevant circumstances.

  • The technician creates the issue
    in the system, entering all relevant data, as provided by the customer.

  • As work is done on that issue, the
    system is updated with new data by the technician. Any attempt at fixing the
    problem should be noted in the issue system.

  • After the issue has been fully
    addressed, it is marked as resolved in the issue tracking system.
The problem may not have been fully corrected, yet it will still be marked as resolved. The problem may be
by-design, a known issue, or have a suitable work-around. A Run Book Automation process that implement best practices of these workflow and increase IT personnel effectiveness is becoming very common.
We are offering this platform free of cost to all our users. You can use it for free for your company and manage all the issue records. However we also provide professional services (at nominal charges) in record management where our team will manage the records for you. The system is completely free without any charges on first
come first basis for a limited period*. To request a free set up for your company please provide us with the details and we will set up the system for you at ZERO COST.
For free set up
you can also contact us at: -  info[at]iwebslog.com
The Platform can
also be hosted online at our servers or at your local company's servers.
For more refer : 
For Free Set Up/Management
contact here.

About the Author

Tomboy

Author & Editor

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