| kid nyce |
Hey all you techies, I need some help
for anyone that works in an environment where there is a customer-support interface for internal use that can be stored somewhere on a web server with real time ticket-like problem resolutions.
I need to help decrease the papertrail/email-history that gets passed around for internal request to make changes on specific products, have those request resolved and updated on site.
I'm thinking of a helpdesk ticket approach just I don't want to go the route of a ticket-approach. I was thinking more of a blog-style/bulletin board solution where users can keep open and see the new request come in, resolve them, and mark them off as being done.
priority levels by the administrators of each division, power users to help resolve multiple areas of issues.
Example
Marketing rep looks at one of our books on Amazon.com and notices the book shot/cover art is incorrect, so usually the marketing rep would send an email to creative saying please update this cover all the while CCing someone from sales saying once the new art is uploaded to our database, can you please feed this to your customer.
This type of email request happen all to often to specific members of specific departments and I've been tasked with implementing a more efficient work-flow application that can help better filter these request and distribute them properly with a few levels of heirachy to help better organize middle management and upper management.
I know there are cases that I have not explained here, but for the most part, this is something I'm looking for, perhaps a software that is accessible to multiple departments in multiple locations thus being on a webserver might be the most efficient, something that can keep a history of ticket items based on what user submitted them, and metrics to help quantify the number of request which we can attribute to actual gains/losses in content accuracy and statistical proof to further promote the efficiency cause.
All help is appreciated, if you have such a system at work thats live, real time, i would love to speak to you. Hit me up on a PM or reply here... |
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