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New Helpdesk Demonstration. Support.imperial.edu Omar ramos 05/19/2008. Conclusions. WHMCS is an adequate replacement for our current helpdesk system.

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New Helpdesk Demonstration

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New helpdesk demonstration

New HelpdeskDemonstration

Support.imperial.edu

Omar ramos

05/19/2008


Conclusions

Conclusions

WHMCS is an adequate replacement for our current helpdesk system.

Migration off the current helpdesk system should begin as soon as possible should it be decided to begin officially using WHMCS as our helpdesk.

Should we rethink the way things are currently done that way things can operate more efficiently in a new helpdesk system?


Current helpdesk

Current Helpdesk

Runs best on a Windows server with ASP programming language support

Also runs on Linux/Unix if using Sun Java ASP

Pricing starts at $300 and allows for 3 Techs (5 techs is $1,500, 6 is $2,000, unlimited is $15,000)

Has additional features that aren’t being used.


Whmcs

WHMCS

Stands for “Web Hosting Manager Complete Solution”

Purpose is to allow a business to automate account creation on a web server.

I’m using it to allow faculty members to change their FTP passwords by themselves

Has a great built-in helpdesk system that wouldn’t be used fully by myself.

Has support for unlimited techs at $325

Has customizable roles (to limit certain techs from accessing portions of the system)


Faculty staff dashboard

Faculty/Staff Dashboard


Registration page

Registration Page


Support department listing

Support Department Listing


Submit ticket page

Submit Ticket Page


Support ticket listing

Support Ticket Listing


Downloads

Downloads


Knowledgebase

Knowledgebase


Change ftp password page

Change FTP Password Page


Tech and it staff dashboard

Tech and IT Staff Dashboard


Support tickets page

Support Tickets Page


Whmcs benefits

WHMCS Benefits

Slicker User Interface

Similar Features

Less Expensive

Easily Modifiable

Custom Reports

Supports Ticket Replies via Outlook


Questions

Questions

Should we rethink the support department listings?

Should we customize the submit ticket pages for computer/software support to guide users in solving common problems themselves by asking them to check certain things (e.g Is the power on?, Is the cable plugged in?, etc.)

Should a policy be created where all help requests go through the helpdesk?

How can the helpdesk be used to guide development in Argos/Banner?


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