MIS Assignment No.3 Business Apllication

The Problem Domain :  Customer Support

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:

1.     Billing
2.     Mhrm
3.     Support
4.     Mktg    
5.     Manuf
6.     Fin
7.     Back Up

New managers as well as staff members were added to direct the mail to the concerned person or department.


Link to the Application:     http://abhitoshdaw.x10.mx/ostic/scp/tickets.php?a=open

Submitted by:

ABHITOSH DAW

12BM60078