Ktree provides Open Source Helpdesk Software With Better Productivity

Published: 15th March 2011
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A good part of help desk ticket software is that it can alter emails into help desk tickets. These tickets can be used to list burden and problems as well as to provide information on the person who sent something. This software can be used to make it so a business will have an easier time with getting all sorts of help desk queries and tickets taken care of with ease. To stay in the race, they have to make their system more responsive to the customer needs by investing in time and cost-effective applications which resolve their functional gaps and enhance the performance of their business processes.

KTree Solution

The Client selected KTree because of its rich experience in OTRS Help desk Customization and ability to provide the right mix of expertise and leadership in Development and Support of OTRS.

KTree provided the company with an economical, flexible and effective OTRS ITSM application to maintain and support its Service desk Functionality.

The KTree team worked on the following Development and Support areas:

RRP: Itís a process through which tickets are assigned to Support agents in Round Robin Process methodology.

Customized SLA to directly map with Customerís company which is not available in OTRS Sercices, as per ITIL good practices and Industry standards. We also developed a module for OLAís (Operation Level Agreements) to break down the SLA solution time to different support levels of support agents (L1, L2, L3Ö)

Integrated gateway to send SMS for domestic and International numbers.

Developed a new portal for internal employees through which employee creates tickets on behalf of customers.

Developed a feature for adding/editing/deleting logo for each individual company. The logo will be displayed dynamically as per customerís company user when he is logged in to customerís portal. Respective logos for respective customer company users are shown dynamically when customer is logged in to their customer portal.

Developed a process for mapping the Site Engineer to the Customerís Organization. The Site engineer is available at the customer location to look into automatically generated alerts/warning errors related to the server.

Customized support agent dashboard to get a quick and clear view of Manual Tickets, OTRS and ZenOSS Integration and Escalated tickets. We integrated web services in ZenoSS server to create tickets.

Reports-Integration with Pentaho: Customized Reports are designed for easy analysis of data. Reports can be filtered based on different parameters and can be viewed in different chart formats like Pie charts, Bar graphs, Line charts etc.

Integration of OTRS with Microsoftís Active Directory using its LDAP features helps in providing information about authentic users and their requests to the helpdesk people.

Contact US :

please visit http://www.KTree.com/

Contact Us: Call: +1 978 Ė 223 Ė 2212 (U.S), + 91 (40) 23350412 / 23350413 (India)

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