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Default logon screen - The default logon screen is branded with your organizations information. In this screen shot, a demonstration company is setup for the building of this demonstration. The "No Such Company At All" is clearly displayed at the top of the screen. The ability to recover lost passwords and register with this system is all available on this screen. Registration Screen - Here is how your users will register. Notice that the Helpdesk will verify your organization and your authorized IP address. It will also prompt of Cellphone Text Messaging capabilities. Main Screen for Standard User - This screen displays what is visible when a standard helpdesk user logs in to request assistance. Notice the array of information available to the user from this screen. Information such as if a Technician or IT person is on site at the moment, the last 5 tickets entered by any user, their last 5 ticket details and more. This screen shows a brand new system build in which there are not tickets entered at this point. Request Submission Screen - Designed to be very clear and easy to use for every user, this screen permits the entry of a "Request for Assistance". Notice the three levels of priority that the user is asked to determine. Of course, the administrator can change the ticket priority with a single click (see in later screen captures), but this will give the IT staff the ability to get a general idea of how the user FEELS the issue is as it relates to critical. If the user selects the top priority, an alert will be sent to the mobile phones of the IT staff. Ticket Submission Success - Once a request has been entered, it is assigned a ticket number. This ticket number is displayed and also emailed to the individual requesting the assistance. This gives the individual the instant ability to follow up and monitor the status of their ticket. Main Screen with Tickets - Here we see what the main screen looks like after a ticket or tickets have been entered. The user no longer has to call the IT department to find out the status of their request. They can login at anytime and review the status of their ticket. Their 15 most recent tickets submissions are listed on the screen. They can expand any ticket and find any comments (although comments are automatically emailed to them as seen in future screenshots). Administrator Main Screen - This image shows the main screen of the Helpdesk Administrator. This is typically going to be IT staff, but the main IT manager can make anyone in the organization an administrator. This screen offers a quick glance at all of the tickets that are open, access to reports, user administration, clocking in and clocking out and more. Clocking in and out can be used for hourly staff members, or just to simply tell the system that the IT staff member logged in is on site. When you clock in, the "Technician on Site" section will show who clocked in. In the following screenshots, notice the user "Eric Goforth" is on site! Adding a ticket as an administrator - Similar to the normal user screen, but an administrator can enter tickets on behalf of users. Notice the drop down box on the screen that will list all of the users in your organization. By selecting their name in the drop down box, this becomes their ticket. Email is sent to the user advising them of the ticket and ticket number. Notice that the screen now shows that "Eric Goforth" is on site now that he "Clocked In" the system! Reports Screen - Reports are accessed from the Administrator screen. There are 4 reports available. 1) 15 Day Ticket Counts, 2) Top Ten Requestors, 3) Overall System Statistics and 4) 15 Day Onsite Tech Recap. 15 Day Ticket Counts - All of the reports are setup to read clearly and easily as demonstrated in this 15 Day Ticket Count report. Glance quickly and see how your team is operating. Also serves as a great tool to prove to higher ups of your neverending quest for perfection! Ticket Details - An administrator an access ticket details by clicking the ticket number from the Main Screen. At this point and administrator can modify the ticket status (as seen here), change the ticket priority and add comments (seen next). Entering a Ticket Comment - Entering ticket comments are easy. Use this to record all of your actions on the ticket. Notice this option to email the ticket submitter with the comment that was entered! Saves time on IT staff! Ticket with a Comment - Notice how every comment is timestamped and logged with the individual that entered the comment. Search Tickets - Your tickets are stored forever! This gives you quick and easy access to your historical ticket data. This screenshot shows the results of a ticket search. We blacked out some details of this realworking search to protect our client privacy. |
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| ©2004 Goforth Technologies |