Web-based help desk

The starting point was the processing of error messages and queries, which the hotline receives per telephone, fax, or e-mail and which are managed there with the help of Excel sheets. To reduce the amount of communication and optimize processing, it was attempted to implement a help desk solution on the basis of modern Internet technologies. This solution represents a central system for processing error messages and queries. The tool should be made available to users (role-specific) via a browser-based HTML interface. The important thing is that the system is extendable and can thus be further developed at any time. There is a basic distinction between two authorization levels. On the one hand, messages can be entered and tracked, on the other, the messages are processed with the aid of activities or actions.