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wpxHelpdesk

March 16th, 2012

wpxHelpdeskwpxHelpdesk is uniquely designed complete helpdesk extension for Joomla! wpxHelpdesk robust design helps you respond to the tickets/cases in the timely manner to provide best customer service. Here are some of the top features of wpxHelpdesk

***CMS Support***

*Build for Joomla! Version 1.7.x and 2.5.x

***Advanced Ticketing System***

*wpxHelpdesk is equipped with most advanced ticketing system
*Unique Identifiers for tickets
*Severity and Priority assignment for tickets
*Administrator can sort tickets with Unique Identifier, severity, priority, status, category, department, and user ID.

***Category Management***

*wpxHelpdesk gives ability to add category in tickets. This is a valuable layer for helpdesk managers to access what type of tickets is coming through helpdesk.

***Department Management***

*wpxHelpdesk gives ability to add department (i.e. Sales, Development, Billing, etc) in tickets. This is a valuable knowledge for helpdesk managers as it will help them get critical numbers in reporting.

***Custom Field Management***

*wpxHelpdesk gives ability to add custom/additional fields (text box, text area, etc…) for user to populate during the ticket creation process. Administrators have the ability to make these fields required if necessary.

***Priority Management***

*wpxHelpdesk gives ability to add priority for user to populate during the ticket creation process. This gives advantage to helpdesk staff to prioritize tickets to meet the SLA (Service Level Agreement) in timely manner.

***Severity Management***

*wpxHelpdesk gives ability to add severity for user to populate during the ticket creation process. This gives advantage to helpdesk staff to prioritize tickets to meet the SLA (Service Level Agreement) in timely manner.
*Severity takes critical roles in managing helpdesk ticket. For example, there can be a ticket with low severity with priority 1. This ticket needs to dealt first vs. ticket with low severity with priority 4.

***Plans and Subscriptions***

*This is where wpxHelpdesk solution goes beyond the ordinary helpdesk solution. Administrator has the ability to add plans based on # of tickets, price, response time and resolution time.
For example, you can have following plan:
# of Ticket = 100
Price to buy this plan = $60
Critical Severity
Response Time = .25 Hours
Resolution Time = 2 Hours
Scope of Critical Severity:
Office, department, or user has completely lost ability to perform all their functions, which in turn may cause financial liability or loss.

***Reporting and Graphs***

*In our first version, we don’t have full reporting system but we are definitely going to have that in our next release.
*At the moment, we have total number of tickets by user report, and total number of ticket by user last week report.