#this post is created as a requirement for Assignment # 2 Implement and Deploy a Business Application which is due on 20th October 2012, MIS Course, VGSoM Batch of 2014, Autumn Semester.
#screenshots have been added to aid the user or the evaluator
Business Problem:
Creating a support system for students of IIT Kharagpur where they can raise tickets which will go to the concerned authorities for solving.
Software Evaluated:
Open web messenger
Dolibarr
OrangeHRM
Trellis Desk
osTicket
HESK
Why did you select the particular software:
#screenshots have been added to aid the user or the evaluator
Business Problem:
Creating a support system for students of IIT Kharagpur where they can raise tickets which will go to the concerned authorities for solving.
Software Evaluated:
Open web messenger
Dolibarr
OrangeHRM
Trellis Desk
osTicket
HESK
I started my project with a child's sense of curiosity, I wanted to evaluate a number of software packages, even If they didn't look much towards solving my problem.
Problem Faced: The X2 cpanel was allowing for at max 2 project installation at a time in the free version so had to delete the data for the evaluated softwares after testing them out.
Experience with other Softwares:
Open web Messenger: It is a live chat software, whereas I wanted a system in which messages can be sent by students and can be seen by admins at a later point also.
Dolibarr: Its a very detailed software package, in which several modules can be added and also third party contacts can be managed, it was way too detailed for a simple problem that I wanted to solve, I added a few modules in it but did not go beyond that.
OrangeHRM: Going by the name I was sure that it is not for the problem that I wanted to solve but wanted to explore an Human Resource Management software so installed it, It is a complete repository of all kinds of HR activities like Timesheet, applying leaves, recruitment mode etc.
Trellis Desk: Moved on to customer support systems to solve my problem, I first evaluated Trellis Desk, Its look and feel was good, but it was difficult to configure on admin perspective.
osTicket: It was a very simple ticket managing tool, but features such as category adding, extra fields in ticket requesting were missing, also it was giving some problems in sending the email with the error : #unable to load template.
HESK: finally I choose HESK because it suited all my requirements, It was simple to configure and it had knowledge bases and categories along with other things, it had these additional features.
Dolibarr: Its a very detailed software package, in which several modules can be added and also third party contacts can be managed, it was way too detailed for a simple problem that I wanted to solve, I added a few modules in it but did not go beyond that.
OrangeHRM: Going by the name I was sure that it is not for the problem that I wanted to solve but wanted to explore an Human Resource Management software so installed it, It is a complete repository of all kinds of HR activities like Timesheet, applying leaves, recruitment mode etc.
Trellis Desk: Moved on to customer support systems to solve my problem, I first evaluated Trellis Desk, Its look and feel was good, but it was difficult to configure on admin perspective.
osTicket: It was a very simple ticket managing tool, but features such as category adding, extra fields in ticket requesting were missing, also it was giving some problems in sending the email with the error : #unable to load template.
HESK: finally I choose HESK because it suited all my requirements, It was simple to configure and it had knowledge bases and categories along with other things, it had these additional features.
1. One can create as many categories he wants.
2. Canned Response which allows you to pre create most responses and store them.
3. File attachments in queries and replies.
4. Knowledge Bases for storing related articles.
5. Anti-Spam checks.
6. Rating of articles.
7. Anti Spam check while submitting a ticket.
8. E-mail notifications for new tickets and responses.
9. Option of customising "Submit a Ticket" field.
10. Option to search your pre logged ticket.
11. Unlimited personal accounts for staff.
12. Simple interface for user and admin.
13. Auto closing of tickets after X days.
14. Assigning individual permissions to all users by admin.
15. Lets the admin see the reports for a particular period.
Customizations done in the software
1. I created 9 categories in which student can register a complaint or raise a ticket namely, more categories can also be added
General
Hostels
Mess
Academics
Department
Fests
Gymkhana
Grievances
Guest House.
2. Added extra fields in student ticket registration like:
Gender
Hall of Residence
Course
Year
Contact Number
3. Created a category head for each user and assigned individual permissions to those,however did not assign direct admin status to any of those, designed it in a way that each query would come to main admin first which is me and then I can assign it to any category head.
4. Created a few canned responses which would be sent to student for ease of the category heads.
5. Added few knowledge articles, many more related articles can be added to it.( citation: wikipedia.com)
6. Updated admin profile and configured it in a way that mails go to particular admin ID only.
7. Being an admin I can change the ticket in many ways:
Assign the ticket to any category head.
Delete, modify, close the ticket.
Change priority of the ticket.
Search for a ticket according to various categories.
See the tickets in waiting, new, replied, resolved, on hold and progress categories.
Link to the working application
To login as a admin click on Go to Administration panel on the bottom of the page and enter the following
Admin Login ID: admin
Admin Password: adminpass
Admin Password: adminpass
ok, good
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