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Job Summary:
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| Job Type: |
Project |
| Budget: |
$ 300-1000 |
| Required
Skills: |
,
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| Attached
Files: |
(None) |
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| Status: |
Work Under Development
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Buyer Summary:
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| Username: |
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| Feedback Score: |
1
reviews
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| Award Reliability: |
7 posted 3 paid |
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| Location: |
New York, NY, United States
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| Member Since: |
November 18, 2008 |
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| Invited Users: |
There are no invited users
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Description
We require a PHP/MySQL-based helpdesk to provide anonymous support to our customers' end users.
How it should work: End user emails our customer at (e.g.) support@customerdomain.com, email gets routed to our helpdesk and a ticket is opened, we answer the ticket and the end user receives a response in our customer's name (and other settings listed below). I'm thinking the end user will get matched to our customer via their username AND server name, but open to suggestions on the best way to approach this.
Should be able to support our own customers directly as well.
Features:
Ticket statuses and priorities, departments, flags, search, knowledge base, downloads, predefined replies, reports & stats on tickets/response time/performance, custom fields, email piping, staff scheduling, announcements, server status, ticket notes by staff, ticket assigning, user registration, fetching knowledge base articles before ticket can be submitted, shift assignment, staff time in/time out logs, mailing list system, polls & customer survey system (admin generated questions) with tallied responses/reports, client profile management (if not integrated with another system)
- Customer should be able to customize the following:
-> their end-user helpdesk by inserting html into the header and footer.
-> when to use our end user support services (always or at certain times of the day/week)
-> which departments to assign to us for end-user support
-> all automated emails sent from the helpdesk, e.g. new ticket/response.
-> outgoing email name and address
-> ticket signature by department
-> timezone offset
- Integration module into WHMCS and Kayako support desks.
- We should have full ownership/copyright of the code upon payment.
Reminder
You may not start working in this and any request before
your bid is accepted. Users who violate this policy
may have their accounts permanently suspended.
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