Anbefaling af ticket system
- Dette indlæg indeholder 9 kommentarer, har 9 deltagere og blev senest opdateret af
MajbritDOTcom for 8 år, 3 måneder siden.
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Emne
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Hej alle!
Jeg leder efter et ticketing system til vores afdeling på 9 mand fordelt på tre teams: Salg, Kundeservice og Teknik. Vi skal kunne oprette opgaver til hinanden, se status på dem, prioritere, vedhæfte filer, og optimalt set få mail notifications.
Nogen anbefalinger?
Herunder en copy/paste af den kravspecifikation, som jeg hurtigt har sat sammen:
1.
It should be a ticketing system that supports multiple users2.
Each user must be able to create a ticket, and assign that ticket/task to another person in the system.The ticket must consist of a customer name chosen from a drop down list together with a subject and description of the task.
The administrator must be able to modify the dropdown-list with customer names
It shall be possible to attach any filetype
3.
The ticket can be reassigned to other users in the system by the person currently assigned or by an administrator4.
The ticket will start with the status “Open”. The assignee can change the status to:“Open” -> the ticket is created, but the work/remedy has not started yet
“In progress” -> the assignee is currently working on this ticket
“Awaiting info” -> the technician needs more info from the creator of the ticket
“Awaiting approval” -> work is done, and approval from creator is awaiting
“Completed” -> the ticket is finished5.
Both the creator and receiver of the task should receive a mail notification about the new ticket.For every change of status, a mail should be sent as well
It must be possible to add other users to the mail notification of a particular ticket
6.
The administrator must be able to prioritize open tickets7.
The ticketing system must contain a dashboard, where each user can see the open tickets of all users of the system8.
The system must be able to run on a closed network with no connection from outside expect through VPN9.
The system must be purely browserbased
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