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29FIVE HELPDESK 2008 INFORMATION
What's New
The 2008 version of the 29FIVE Helpdesk has a new extensive error handling system built into it. This provides extra protection to the data stored by the helpdesk because it will prevent the user from taking any action until all data has completely loaded. This new error handling system will also provide more information to the user about what is going on behind the scenes, where as with the 2007 version, if there was a problem, the user would never be notified of it. New features will continually be added to the 2008 version of the helpdesk through updates provided to our clients.
Server Requirements
PHP and MySQL must be installed and communicating properly prior to the helpdesk installation. The PHP mail() function must also be functioning properly, as the helpdesk sends out emails. If the PHP mail() function is not working properly, it will cause the helpdesk to freeze.
Client Requirements
The client computer must have at least Flash Player version 8 installed.
Technology Overview
29FIVE Designs developed the 29FIVE Helpdesk as a support solution for not only IT departments but also for commercial businesses that need any kind of support maintenance system. The 29FIVE Helpdesk is developed in Adobe Flash for a quick application-like feeling. Another benefit to using Flash as compared to standard HTML and PHP pages is that the user's browser only has to download a small SWF file when the page is visited. This is a one time download preventing an entire new page from being loaded every time a button is clicked. After the one time download, the only traffic between the user and the server is a small call for the content to be loaded into the SWF file.
Ticket Handling
The helpdesk allows technicians or clients to add a support ticket which can then be assigned to a technician who can provide direct support to the client. The support system has the ability to break tickets down to primary, secondary, and exact locations for location organization. Technicians can log into the system to receive their tickets which can be updated, suspended, reassigned, or closed. Tickets are categorized by urgency including low, medium, high, and time sensitive. The helpdesk also has the ability to maintain your clients' contact information. This can be utilized by support call centers to quickly open a ticket for a client.
Customizing
The system settings section allows system administrators to write custom messages that will appear in various places of the helpdesk. In addition to messages, system administrators have the ability to customize which menu items appear on the client interface and specify whether an email alert is sent to technicians and/or clients on their ticket changes. 29FIVE Designs has the ability to customize the fields that appear on a ticket to a certain extent, however, the end user does not have this ability. (Please contact 29FIVE Designs for details on field customization.) The design on the HTML/PHP index pages around the SWF file can also be completely customized to make the helpdesk fit nicely into the design of your current web site.
Desktop Software Plug-In
29FIVE Designs offers a plug-in software package that can be installed on any computer or portable device, such as a thumb drive, that has access to the hosting server. This package is a convenience for technicians and call centers who would rather access the server via software instead of visiting a web site.
Inventory Module Add-On
29FIVE Designs also offers module add-ons for the helpdesk including an inventory module that allows IT departments to keep an inventory of their hardware and software. The module also allows tickets to be attached to a piece of hardware, which enables the technician to track that hardware's history.
Tech Portal Module Add-On
Another available module add-on is the Tech Portal add-on. This add-on includes the ability to add links to third party sites on the administration and the client interface for third party support or information. This module also includes a support chat system where technicians and/or call centers and provide support via chat. The final component of this module is an Internet radio system. This system can be integrated into the chat system to provide "music on hold" to the client while they are in queue for a support chat session.
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