- Post Installation Walkthrough https://www.youtube.com/watch?v=Eh47MBlkBVQ
- Microsoft Azure Virtual Machine
- Remote Desktop Connection
- Internet Information Services (IIS)
- Windows 10 Pro
- Configure the roles of Agents
- Create Departments / Department Settings
- Create Teams / Team Members / Level of Privelage
- Create Users / User Settings
- Configure Agents / Agent Settings / Level of Privelage
- Configure Service Level Agreements (SLAs)
- Create Help Topics
Roles are used to define permissions & control the actions that Agents (staff members) can perform within the system. They ensure Secure & Efficient Helpdesk Operations by assigning the necessary level of access to users.
Departments play a crucial role in organizational development for managing support tickets efficiently. Departments ensure organizational structure, ticket routing, access control & visibility, automation rules, reporting & analytics, customization & autoresponses.
Teams serve a different but complementary purpose to Departments. While Departments organize tickets by category or function, Teams are used to manage agent collaboration across Departments. Teams provide cross-department collaboration, Granular Agent Assignment, Permission & Access Management, Workload Distribution, & Improved Collaboration.
Users are the individuals who create support tickets — typically the customers, clients, or end-users. Users are the ones seeking help, not the staff responding to tickets. Users can submit support requests, track ticket status, receive notifications, and have user profiles & history.
Agents (staff members) are those who manage and respond to support tickets, also known as Internal Support Personnel. The primary purposes of Agents is Responding to Tickets, Ticket Management, User Support & Respectful Communication, Departmental Roles, Permissions / Access Control, & Internal Collaboration.
Service Level Agreements (SLAs) are used to define and enforce response and resolution timeframes for support tickets. They help ensure that tickets are addressed within acceptable time limits, improving accountability and customer satisfaction. The purposes of SLAs consist of time-based expectations, prioritization, automation & escalation, & performance tracking.
Help Topics are used to categorize incoming tickets based on the type of issue or request. They improve ticket organization, help automate workflow, and streamline support processes from the moment a ticket is created. Help Topics also organize ticket categorization, automation of ticket handling, customized user experience, routing & escalation, reporting & metrics.