IT Helpdesk Module

Overview

The IT Helpdesk module provides a centralized ticketing system for managing IT support requests, incidents, and service requests. It enables efficient handling of user issues and maintains service quality.

Key Features

Ticket creation and tracking
Multi-channel support (email, portal, phone)
Automatic ticket routing
Priority and SLA management
Knowledge base integration
Eskalasi alur kerja
Pelaporan kinerja

Creating a Ticket

To create a new support ticket:

Navigate to ITSM - IT Helpdesk
Click New Ticket
Fill in ticket details:
- Subject - Brief description of issue
- Category - Type of request
- Priority - Urgency level
- Description - Detailed explanation
- Requester - Who reported the issue
- Attachments - Screenshots or files
Click Submit

Ticket Categories

Common ticket categories:

Incident - Service disruption or degradation
Service Request - Standard service request
Problem - Root cause investigation
Access Request - Permission changes
Hardware - Equipment issues
Software - Application issues

Priority Levels

Define ticket priorities:

Critical - Business-critical system down
High - Major functionality impacted
Medium - Normal priority
Low - Minor issue or question

Ticket Workflow

Standard ticket lifecycle:

New - Ticket created
Assigned - Routed to technician
In Progress - Being worked on
Pending - Waiting for user or vendor
Resolved - Solution implemented
Closed - User confirmed resolution

SLA Management

Track service level agreements:

Response time targets
Resolution time targets
SLA breach alerts
Escalation triggers

Reporting

Available helpdesk reports:

Ticket volume trends
Resolution time metrics
SLA compliance rates
Technician performance
Category breakdown

Best Practices

Use clear ticket descriptions
Categorize tickets properly
Update tickets regularly
Document resolutions
Build knowledge base articles
Monitor SLA compliance