Innovation Award
April 2006
Number 6 |
Help desk is an important activity for businesses that need to provide support to the clients that buy their products or services.
Usually the help desk support people need to follow a predefined series of steps that depend on what kind of request the clients are asking for.
This class provides a solution for defining the steps that help desk support attendant needs to follow.
It consists on a serious of screens that can be presented to the attendant using a Web browser connected to a support site.
The screens present the questions that the attendant needs to ask to the client asking for support, and what to do next depending on the client answers.
Manuel Lemos |
This class can be used to generate questions for an help desk support service work flow.
The class uses a MySQL database pre-loaded with questions to ask users requesting support in an help desk service. The database also contains the possible answers that are expected.
Depending on the answers provided by the users, the class determines the next step, which can be asking the user another question.
The class uses Smarty templates to generate the pages of each step. The template file name is also stored in the questions database.
This class can be used in other kinds of applications besides help desk services . It could also be used for e-learning applications, surveys, tests, etc..
| Ratings | Utility |
Consistency |
Documentation |
Examples |
Tests |
Videos |
Overall |
Rank |
| All time: |
Good (91.7%) |
Sufficient (75.0%) |
Good (83.3%) |
Sufficient (75.0%) |
- |
- |
Sufficient (69.2%) |
199 |
| Month: |
Not yet rated by the users |
No application links were specified for this class.
If you know an application of this package, send a message to the
author to add a link here.
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