Abstract
Helpdesk Technology is customer care management system. Helpdesk Technology is called as E-desk or Help Desk System. It is so called as Help Desk System because it tries to solve all the HD (helpdesk) problems, which are coming from the users of Helpdesk. Helpdesk will take care of every request coming from their users and try to solve and produce the solution of the particular request.Helpdesk also will store the responses for the future use.
Helpdesk contains six main members who play very important role in this Help Desk System. They include super user, level1 administrator, level2 administrator, level3 administrator, corporate client user and corporate user (or end-user).
Super user is the chief head of the organization that assigns first level, second level, and third level administrators. The super user is responsible for all the three level administrators including the corporate clients. The Super user is the sole person who is responsible for creating categories, modules and the support team.
Super user creates new categories only if HD problems don’t belong to those categories present in Helpdesk and similarly with the creation of modules. When the super user creates new categories and modules he will label these categories and modules as levels and appoint one administrator for each of them. When the super user gets the HD problem as request he can modify the request or can answer it by sending solution to the level3 or the support team who is responsible for messaging the response or the solution to the end-user (corporate user).
Corporate client is the one who buys Helpdesk product for his business purpose. He can create corporate users for his product. Corporate user is the one who has to register himself to the corporate client before he submits the HD problems to the super user and corporate user is the actual end-user of the product or service.
Corporate user will register to the corporate client and corporate client sends all the registration details to the super user, and after the registration the end-user will submit the HD problems to the super user. When the super user gets the HD problems he will check the details of the end-user and send the responses to the support team who will message the responses to the corporate users.
HelpdeskTechnology is very useful for the corporate clients who want their business to extend world wide i.e., by keeping contact and good relation with the corporate users who buy their products. The corporate clients who buy Helpdesk for their business can know what are the various problems of their product which are coming from their users so that they improve their products to the user needs. Any user who knows a little about of the computer can handle Helpdesk Technology.
3.1 Existing System
This project mainly deals with automating the task of the E- care system that helps many end-users to know the solutions for their request within no time. Helpdesk Technology can be done manually but there may be problems that have to be faced so to overcome such problems we need to automate the Help Desk System.
If the system is maintaining the list of all the details of corporate users and corporate clients manually it will take a lot of time to retrieve even single information such as retrieving or deleting single information becomes very difficult task.
The updations for the list such as creating a new creating new end-user details or creating new corporate client details and including the details of the categories and the modules that are created newly by the super user becomes very difficult manually. Once all information is provided manually it become quit difficult for updating the records with new information manually, so we automate the system to overcome all such difficulties.
Helpdesk Technologywhich is developed manually, is the existing system. This system generates and delivers the services to the end-users, which depends on the response provided by the support team who actually message the responses to the corporate users for their requests.
By manually the Help Desk System will face difficulties while updations and it is time consuming and leads more errors. Helpdesk automates the tedious job of maintaining the corporate user details or corporate client details and manages the updations and see that the responses are sent to the corporate user as soon as possible. It includes main members like:
Ø Super user
Ø Corporate client
Ø Corporate user
Ø Level1 administrator
Ø Level2 administrator
Ø Level3 administrator or support team.
Super user will manage the entire organization that includes corporate clients, corporate users, and level administrators and also he can create the new categories and also modules.
3.2 Problem Statement
This project mainly deals with automating the task of the Helpdesk system that helps many end-users to know the solutions for their request within no time.Helpdesk can be done manually but there may be problems that have to be faced so to overcome such problems We need to automate the Help Desk System.
If the system is maintaining the list of all the details of corporate users and corporate clients manually it will take a lot of time to retrieve even single information such as retrieving or deleting single information becomes very difficult task.
The updations for the list such as creating a new creating new end-user details or creating new corporate client details and including the details of the categories and the modules that are created newly by the super user becomes very difficult manually. Once all information is provided manually it become quit difficult for updating the records with new information manually, so we automate the system to overcome all such difficulties.
Helpdesk, which is developed manually, is the existing system. This system generates and delivers the services to the end-users, which depends on the response provided by the support team who actually message the responses to the corporate users for their requests.
By manually the Help Desk System will face difficulties while updations and it is time consuming and leads more errors.Helpdesk automates the tedious job of maintaining the corporate user details or corporate client details and manages the updations and see that the responses are sent to the corporate user as soon as possible. It includes main members like:
Ø Super user
Ø Corporate client
Ø Corporate user
Ø Level1 administrator
Ø Level2 administrator
Ø Level3 administrator or support team.
Super user will manage the entire organization that includes corporate clients, corporate users, and level administrators and also he can create the new categories and also the modules.
Proposed systems are those that are automated, so that it is easy to retrieve the responses from the system fastly and updating the details once the response or services are provided to the end-users upon their request without any difficulty and saves time.
Help desk system is a customer care management system. The following are the modules related to Help desk system are as follows: -
Ø User module
Ø Super User module
Ø Administration module
User Module
In this module user can register themselves to the Helpdesk Technology if they are new users, otherwise they can login directly and can then post their queries to Helpdesk or e-desk. First user has to register with corporate client. In order to send request the end-user has to login and the login details are stored in the database maintained by Helpdesk system. Database checks the details of the user, if he is valid then allows the user to access the help desk system.
Super User module
In this module Super user is the chief head of the Organization who assigns 1st level and 3rd level administrators. The super user is responsible for all the three levels administrators including the corporate clients. The super user is the sole person who is responsible for creating categories, modules and support team.
Super User will take all the registration details of the Corporate Users so as to check with the queries which in turn consist of the query and also the userid.
Super user has the right to remove any level or add any level and also responsible for creating modules and categories .
Administration module
Depending upon categories and modules created by super user the three levels are allotted. They are three types of administrator:
Level 1 Administrator: the first level administrator is the one who can add HD problems to a category created by the super user.
Level 2 Administrators: The second level administrator is the one who can add HD problems to the modules.
Level 3 Administrators: The third level administrator is a member of the support team who provides services to the
Corporate clients and corporate users.
Corporate Client user: A corporate client user is the one who buys e-desk products. He can create corporate users for his product.
Corporate User: Corporate user is the one who registers himself with the corporate client and who is the actual end-user of the product/service.
The product features are as follows:
Ø Create & maintain levels
Ø Create & maintain categories
Ø Create & maintain administrators
Ø Create sub category
Ø Create support team
Ø Assign 1st level administrator to a category
Ø Assign 2nd level administrator to a sub category
Ø Assign 3rd level members to support team
Ø Create corporate client
Ø Activate or inactivate all e-desk members
Ø Check for HD problems submissions
Ø Check solutions in repository
Ø Scheduling of tasks.
HARDWARE AND SOFTWARE REQUIREMENTS
Hard ware Specification:
Processor : Intel P-III based system
Processor Speed : 250 MHz to 833MHz
RAM : 64MB to 256MB
Hard Disk : 2GB to 30GB
Key Board : 104 keys
Software Specification:
Language : JDK 1.2
Database : SQL
Operating System : WindowsNT/95/98/2000
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