Helpdesk Solution
Qball’s Helpdesk Solution is based on Request-Tracker (RT). Request Tracker enable management all information about customer requests. RT is used worldwide by thousands of organizations, including NASA, The Genome Sequencing Center, Buffalo University, System Detection, Dynamic Network Services, and multiple Israeli sites set up by Qball.

• Qball’s Helpdesk solution also includes
  - Stand-alone Linux-based email service enabling response to requests
  - Integral Knowledge Base management
  - SMS event alerts module

• Technology
  The RT Helpdesk is a standard web application developed in PERL running in an encrypted secure environment supported by all popular browsers. The system’s database is running MySQL.

• Helpdesk Features
  - New end-user request initiation by web or email
  - Personal or group event alerts via email and/or SMS
  - Web access for externally opening, tracking and resolving requests
  - Request prioritization based on organization structure, load and policies
  - User interface personalization
  - Individual and group permissions authorization and management
  - Comprehensive request “history" logging
  - Extensive request analysis and reporting tools
  - Integrated Knowledge Base module for technical and organizational Knowledge management
  - Export function to standard file formats
  - Multi-language Support

• Helpdesk Benefits
  - Central system allows for optimal resolution of request, independent of geographical location or time.
  - Access from anywhere, within organization facilities, off site or on the road
  - Substantial shortening of request resolution time
  - Customizable request management process to suite any organizational procedures
  - High accessibility and availability of organization’s professional knowledge
  - Management and Reporting tools enable ongoing improvements and performance checks
  - High Scalability allows dealing with virtually unlimited request loads
  - Standard web environment means cost-effective implementation, training and usage