The DHQ Help Desk Module is a centralized system used to log, track, manage, and resolve service requests and issues across your agency. It supports both technical (IT) and physical (facilities) incidents, providing a single platform for users to report problems and for support teams to monitor and respond efficiently.
Key features:
- Users can submit tickets for:
- IT issues (hardware, software, network access)
- Facility issues (HVAC, lighting, plumbing, maintenance)
- Capture key details:
- Request type (IT vs Facilities)
- Issue description
- Location
- Priority level
- Automatically categorize tickets based on type:
- IT → routed to IT support team
- Facilities → routed to maintenance team
- Subcategories (e.g., “Laptop Issue,” “Electrical Problem”)
- Track tickets through their lifecycle:
- New → Assigned → In Progress → Resolved → Closed
- Provide real-time status updates to users and support staff
- Maintain a full history of actions taken
- Notify users and support staff of:
- Ticket submission confirmation
- Status updates
- Resolution completion
- Enable communication within tickets (comments/updates)
