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IT helpdesk system powered by OsTicket

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by

Rozaini Roslan

on 6 December 2013

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Transcript of IT helpdesk system powered by OsTicket

osTicket is a platform-independent web-based application, meaning it is compatible with all operating systems. to install and run OSTicket (as of version 1.7) the following components are required.
webserver: apache or IIS
PHP version : 4.4++
MySQL database : 4.4++
Advantage and Disadvantage of Using OSTicket
http://osticket.com
http://www.hesk.com
http://mibew.org
http://www.helpcenterlive.com
http://shapaduseen.sharepoint.com
RECOMMENDATION ON THE HELP DESK OPEN SOURCE THAT WILL BE CHOOSE
What is OSTicket?
OSTicket is designed to help improving customer service by providing the staff
with a
customer support platform.
It is free !
OSTicket is powerful, yet simple to use.
the staff can use the system without having to undergo training.

IT SERVICE DESK SYSTEM
Hardware specification/ Software Requirement
What is service desk?
A service that provides information and
assisstance to the users of a
computer network
Purpose of Service Desk

manage any problem and request from user
gives the user a heads-up on the small problem that they can refer from the system knowledge base.
How OSTicket works?
users:
staff of shapadu corporation @Wisma Berkat

agents: IT administrator that handle the system includes other IT expertise.
INTRODUCTION
Procurement
Technical Support
Network and infrastructure
Application Support
System
Administrator
System Flow for helpdesk system which are suitable for MIS department
email
Phone
Easily manage, organize and archive all support request and response in one place.
Attractive alternative to higher cost and complex customer support system
simple, lightweight, easy to setup, open source and reliable.
Advantages
Disadvantages
It is good if we want to use just it is
when we are going to theme it or customize it, you need to know more php programming knowledge to know it.
quite outdated in term of features
A lot of other open source software use osticket as part of the core code and develop more than osticket.


Challenge of Manual IT
Service Desk
the traditional way of using phone will be quite hassle and unorganized.
a lot of problem occur when there is unsettle issue and on hold request

Benefits of IT
service desk


can track reported problem
in an efficient time

maximize productivity and
increase positive result
Full transcript