The EDNeT team has implemented Web Help Desk - a sophisticated system for creating, tracking and analyzing technological repairs and inquiries. The system creates “tickets” which in essence are work orders that can be updated by the user (client) and technicians at any time.

Web Help Desk boasts a host of seamless features that allows for an extremely user-friendly experience for both clients and technicians alike. Some of these key features include:

User-Friendly – an intuitive, easy to use, graphical tabbed interface that conveniently runs in any web browser – no stand-alone application is needed.

Job prioritization – tickets can be assigned to an individual technician or assigned to a group of technicians.

Searching – search capabilities allow technicians to search and sort tickets based on various criteria.

Data Collection / Data Analysis – reports can be created from the tickets showing emerging trends in repairs, inquiries and technological requests. These reports can be created using a wide variety of variables.

Asset Management – assets owned by both the department and individual users can be entered in to Web Help Desk’s database allowing for simple retrieval when creating a related ticket.

Web Help Desk use amongst the faculty, staff and students has been on the rise since it’s introduction. A ticket created by a client is instantly emailed to the appropriate technician / co-coordinator. These email notifications allow the technician to add/modify notes within the ticket details, for example, to schedule a time to fix a problem. Once the issue is updated or resolved, an email notification is sent back to the client informing them on the current status of their issue.

Please click the following link to launch Web Help Desk