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Latest news |
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Cabragolf Website |
| Cabramatta Golf Club aka Cabragolf website has undergone a complete facelift. A website as ... |
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| Newsletter Section |
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In order to have your website published you will need to register a domain name for it. To determine if the domain..more |
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Online Secure eShop |
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| Contact Us - Helpdesk System |
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| World Class Ticketing System! |
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Welcome to NETSYSS online helpdesk ticketing system. This service represents a single interface to manage all NETSYSS and prospective clients' IT helpdesk
tickets submitted either via this direct link, emails, web forms, phone, fax or snail mail.
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All 1st level helpdesk calls will be logged into NETSYSS web-based helpdesk database which is designed to work in a groupware mode to avoid double handling by NETSYSS staff.
This database will act as a single interface to manage all helpdesk calls coming from email, support site, web-forms, phone, fax, and snail mail. The helpdesk system eliminates the double handling problem, as it requires claiming an ownership over a helpdesk call before even starting to compose an answer and
ensures that no call may be assigned to more than one operator. A ticket number will be issued to each helpdesk call for tracking purposes. Notification email will be sent to a
valid user email address with ticket number and access key. |
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Pending:
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Service ticket is queued for
processing. No NETSYSS operator
assigned to the ticket. This is
an initial state of any
inquiry. User will be
advised with ticket number and
pending action |
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Open:
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Service ticket is taken by
NETSYSS operator. Response
required from NETSYSS operator. User may add a follow up
message to the ticket |
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Responded:
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A response has been sent to User. The response may contain
complete answer or a request for
further information. Response
may be required from User.
NETSYSS operator may add a
follow up message to the ticket |
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Active:
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Either Open or
Responded. Pseudo status,
it may not be assigned to any
ticket and is being used in
order to specify search
condition only |
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Solved:
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The helpdesk ticket is closed.
Neither NETSYSS operator nor User may add a follow up
message |
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The ticket tracking system ensures that no ticket ever goes unanswered, if an inquiry was not taken by a NETSYSS operator for a predefined period of time, the ticket escalation rules
will promote such request to the attention of upper service tier members. Not only Users will be able to generate helpdesk tickets but also NETSYSS staff.
If we need to draw the
attention of a particular User to something and we need to use all the features of tracking and so forth of the system a Created ticket can be sent to that user.
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Go to other Contact Us
Information |
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