Web Portal for online Help Desk solutions

Project
This project is developed as an in-house product of Bell Solutions.
AERON offers an integrated package with Request management (Trouble Ticketing), Asset Tracking, Man hours based Billing, Contract Management, Self-Service Portal and Knowledge Base.

Challenges involved
The major challenge involved in developing this project is the contacts management. The contacts can be stored in the applications’ SQL server or the Windows Server active directory or in Microsoft CRM. We should find a way to integrate all the three data sources and integrate it with the applications database.

Aeron also has a complex request tracking system and escalating system. It is indeed a challenge to program this requirement.

Scope

• Project Management
• Requirements Analysis and Design
• Application Development
• Implementation & Testing
• Performance Analysis and Reporting
• Client Training  

End Result

Manage Requests

Web enabled   Work from anywhere, whether you are at your desk, on the road, or working from home, our trouble ticket software has the tools you need to access your customer service Request Correspondance management   Every trouble ticket is displayed as a sequence of messages. The status attribute shows whether the ticket is new, open, resolved or waiting for more input from the requestor. Email alerts   Email alerts on every new and follow-up message. Request monitoring.   Customers and operators are always able to see ticket status and ticket owner info. File attachments.   Each message may include up to unlimited number of attachments. Email based submission.   Allows submitting new tickets and follow-up messages via email. Both customers and operators may use email. Email Settings   Allows setting up your own email server Markup tags   Markup tags to enhance messages using bold, italic, underline, code text attributes as well as images and hyperlinks. Usage reporting   Usage reporting to monitor help desk workload and operator efficiency.   Tracking Time spent on the request   Keep track of progress and time spent on jobs Escalation & auto notifications

Define your own SLAs and request parameters

Define your own Service Level Agreement Define your Request Parameters   Define your own values for request parameters like status of the request, priority of the request, level of the request, Category of the request etc. Define your own Support Plans and Business rules Define your own operational Hours and Holiday lists

Managing Accounts, Facilities and Contacts

Create and Manage New Accounts Create Unlimited number of contacts.. Works both with Microsoft SQL server and Microsoft CRM. Allot service hours to the Accounts and keep track of the number of hours spent on the request. Facility feature   Allows a firm to add multiple facilities/offices and furthermore their respective contacts thereby forming a central console for all the contacts associated with the firm. This feature also allows you to see the tree of a particular contact. Search feature for Facility, Accounts, Contact Sort Feature for Facility, Accounts, Contact

Manage Billing

Manage Billing based on the Service hours spent on the request. In depth drill down reports to manage Billing

Inventory and Asset Management

Manage Assets and workstations Assigning workstations and Assets to the contacts Inventory based request management Drill down reports for easy Inventory management

Time Zone feature

The new time zone feature allows you to set the time zone to your location thus allowing you to record and see events (requests, calls, schedules) in real time, saving you from the pain of looking up a time zone halfway around the world.

Technologies

• Microsoft ASP.NET
• VB Script
• JavaScript
• Microsoft SQL Server 2005
• XML
• Web Services
• Microsoft CRM 3.0