1- The possibility of documenting requests: Every request, problem, task or plan is recorded in the support system in a documented form, linked to customers, allowing it to be tracked and reviewed at a later time with all its details
Help desk system support program is a software system that contains a set of tools designed to receive tasks between employees, communicate with them, and follow up on their requests to provide the best service. These tools include conversation management (tickets), reports, and workflow statistics. To facilitate the communication process between employees, so that every employee can log into the system and receive the work transferred to him in an easy and clear manner. All of this would simplify the work team's efforts
1- The possibility of documenting requests: Every request, problem, task or plan is recorded in the support system in a documented form, linked to customers, allowing it to be tracked and reviewed at a later time with all its details
2- Ease of distributing tasks: Help tickets can be distributed to the support team or specialized programmers based on priority and required specializations or teams
3- system supports priority classification: a priority level can be set for each ticket, task, or plan according to the user’s need and importance. This helps ensure that critical issues are dealt with first according to established priorities
4- system support sends alerts and notifications to users and members of the support team when there are updates or changes in the status of tickets via WhatsApp or system alerts
5- History and log tracking: The support system maintains a detailed log of all interactions and correspondence related to each ticket, task, or plan
6- The user can divide monthly-annual plans into tasks or tickets for employees with complete flexibility
7- 7- system supports special interfaces for documenting changes, comments and notes, and archiving documents, which helps track the development of the problem in addition to the history of the actions taken.
8- The system enables collaboration between support team members by sharing tickets and related information and exchanging notes and comments. The team can work together to solve problems and share knowledge more effectively.
9- Ability to detect recurring errors: The support system can be used to analyze recurring errors and identify common patterns in problems. This can improve processes and develop permanent solutions to common problems, improving user experience and reducing the volume of repeat requests
10- System support provides detailed reports and statistics about the performance of the support team or programmers, their response time, and problem solving. This information can be used to improve processes and measure team efficiency