Overview
A HelpDesk is a generic name typically associated with the end user support center. Increasingly, the HelpDesk is being seen as an integral part of the service function responsible for bringing multiple resources to solve issues and achieve client satisfaction. 

About our Product
Often the term HelpDesk is used for internal support within the company, though our Helpdesk · use is more generic, used for both internal and external support groups. 

HelpDesk an innovative helpdesk software module, Provides the features your organization needs without the undue complexity and learning curve issues associated with most solutions.  HelpDesk is a simple yet powerful tool that can be integrated into your organization in quick time. The complete help desk solution for large sized businesses and organizations that can act as a stand-alone, Web enabled, WAP-enabled and I-mode-compliant application.

The main vertical segments in which this helpdesk product can be highly beneficial are given below:

1. Banking and Financial Institutions
2. Insurance Companies
3. Medical and Pharmaceuticals
4. Application Service Providers (ASP) and Call Center businesses
5. Managed/Management Service Providers (MSP), 
6. Hospitality and Travel industry and many more.

e-Support and e-CRM? How they relate to HelpDesks?
HelpDesks and call centers typically handle only inbound and outbound phone enquiries. Over the past few years, with the explosion of Internet usage, and an increasingly sophisticated customer base, Help Desks had to morph into handling increasingly electronic methods of support, hence e-Support. 
e-CRM is yet another 'e' added to the traditional CRM (Customer Relationship Management) space -- where every customer interaction is handled, much like 'trouble tickets' and 'incidents' or 'cases'. Typically help desk terminology handle all aspects of the customers' technical interaction with a company.
The Internet has made all these parallel efforts combine, with some tweaking and re-training. Our HelpDesk is superbly equipped to handle complex, business driven customer interactions that result in true customer loyalty.

ISSUE
Customer logs in a Problem: Customer submits the problem, and mentions the type of problem he has come across.

INVESTIGATE
Review the customer problem. Check for records with similar problem and delegate the problem to an authorized person for further process.

ACKNOWLEDGE
Informs the status of the problem to the customer.

FORMULATE A SOLUTION 
The user is required to update the solution for the problem.

RESPONSE
Once a solution is found, the user is informed by way of e-mail. This is automated.

Technical Details

Architecture:
Developed based on Three tier Architecture.

Features of HelpDesk:
Can be customized to reflect the needs of your organization including look and feel, problem types, notifications schemes, priorities, and many additional settings. 

Communicates for you, drastically cutting down on phone calls and follow-ups. Whenever a significant action occurs with a trouble, ticket or a comment is added by an In-Charge or Administrator, and the information will be passed automatically to the user.

Offers search capability that allows you to locate records of previous problems and use their solution information to solve your current problems.

HelpDesk -provides 3 levels of permission:
HelpDesk Administrator: Responsible for account configuration, management of HelpDesk data types, and delegating service requests.

In-charge: 
Process user requests, trouble tickets and provide solution for the tickets.

User:
One who submits problems and requests.

Platform Independence:
We have chosen languages, tools and technologies in such a way that it can be easily configurable to work in any operating system and microprocessor architectures. Above all, we are not using any proprietary standards.

Multiple Database Support:
We have designed and developed a reusable JavaBean for customizing our product to work with any back-end standard RDBMS such as Oracle, MS SQL Server, PostgreSQL, MySQL etc.

Notifications:
E-mail notification is automated for allotment of work, and when update is in progress. Creator/ reporter will be intimated of the solution once the problem has been solved.

Working Model: 
Following are the different options available in HelpDesk.

Data Maintenance 
Ticket types and data types for HelpDesk (Section, Notification, Priority, Progress) are customizable.
HelpDesk In-charge can be added/modified/deleted by the Admin.

End User Registration
HelpDesk End user registration: He will be able to Issue Tickets, Search Tickets and view Ticket History.

Ticket Issue
A registered user can issue ticket for a solution. For every ticket issued, a unique Id is generated. 

Search
Has a comprehensive search technique. Search can be based on any or all Ticket Types, Ticket Codes, Progress Status, Priority Types, Problem details and Problem descriptions.

Ticket Manager
Display all tickets or the tickets from Search result for Viewing and for Allotting tickets. The results can be sorted based on user choice of field. The results can be stored into a CSV file of user choice for report generation or data analysis. 

Features for WAP Enabled HelpDesk
As the display size of screen is small compared to Web or a Stand-Alone application, all the features are optimized and implemented so that there is no disparity among users.

1. Issue of Ticket.
2. Search based on Ticket Id.
3. Check Status for a Ticket
4. Check Solution for a Ticket.
5. Create end user.

Features for Web Enabled HelpDesk

Accessible by any Clients: We have chosen XML for data representation and transmission technology so that any type of client including mobile/wireless tiny devices such as PDA, and smart phones can access the functionalities being offered by HelpDesk.

Highly Optimized: We have used highly optimized and reusable code such as stored procedures, callable statements, etc in our middle-tier database connectivity layer so that we have very lean code with less time and space complexity.

This software provides a simple, easy to use GUI for managing and tracking tickets on the intranet.

Server
HelpDesk server connects to the database based on user configuration. This will form the middle-tier of the 3-tier that provides data to the client GUI application on request. Implements connection pooling.

Client (GUI application)
This is developed using rich features of Swing. Gives user flexibility to customize the look of GUI components. Connects to the RMI server and displays data that are fetched from the server based on user request. The search results are allowed to order on basis of user choice of fields.