HelpHub: an organizational service desk

Abstract

In corporate world, companies and organizations have multiple departments which ensure the smooth operation of the whole organization. These departments are operated by the employees and administrative staffs who help the organization to serve its clients. While performing their everyday tasks, both the employees and the administrators frequently face various types of issues, that require timely support from different departments of the organization to be resolved. Therefore, every organization needs a service desk to give department-wise support to the requesters in order to resolve their issues. The organization that I did my internship in, had their own online service desks for each of its major divisions. This gave me the idea to develop a web-based organizational Service Desk application named HelpHub, where the requester can ask for support from a specific department according to the issue they are facing by generating a ticket and submitting it to that particular department. Afterwards, the admins who are in charge of controlling the application, assigns the ticket to a support staff from that department, who then resolves the ticket. The requesters can be the employees, administrators, as well as the clients. HelpHub improves communication, ensures timely response and manages overall support operations of the organization and makes the service desk experience more convenient for the users.