Dansk
Help Desk
IntraNote® Help Desk is an ideal internal management tool for, for example, support functions where many tasks need to be managed and coordinated.
By means of the Help Desk modules, the employees can report and manage tasks.
Both the status and the project manager of a specific case are always visible to both sender and help desk employees.
In order to handle urgent matters, over-due cases are marked in another text colour. In this way, they are highlighted when all pending cases are listed. The lists can be further improved by using two background colours, so that the colour changes every other line.
An overview of the work flow is provided in the following way:
| • | An employee creates a case on the intranet, describes and categorises the problem in an electronic form. |
| • | The case is automatically routed to the Help Desk/Support team. |
| • | The Help Desk/Support team indicates the status of the task, edits the category, if necessary, and communicates with the sender until the problem is solved. |
| • | Each support employee records his time consumption by indicating the number of hours spent on the task manually. |
