Automation of helpdesk issue-tracking systems

Automation of helpdesk issue-tracking systems

The process begins as soon as the customer recognises an incident which must be reported to the help desk. The customer first fills out an incident form and sends it to the helpdesk team. Technical support employee records this message and processes the case. In addition, the IT centre is notified of the incident. Finally, the customer is informed as soon as the incident is resolved by the helpdesk.


 

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