ACME Help desk

Design Prompt

Design a Help Desk Application to streamline the communication
between User and Help desk Agent.

Time for this challenge

4 hours

Design focus

Interaction Design

Executive Intent:

A unified platform providing support and assistance for incoming queries and issues related to computer system, software and hardware

Target Audience:

Employee and Help desk Engineer's of ACME Corporate Finance Consulting Company.

Critical Success factor

• Easy of use
• Streamlining ticket generation and resolution

Organizing tasks:

• 1st point of contact for users seeking technical assistance over the phone/email/chat.

• Performing remote troubleshooting through diagnostic technique and questions

• Determining the best solution based on the issues and details provided by the user.

Market Research

Top trends based on our competitor (spiceworks, haptik, squarespace)

•   Knowledge Base (Video/Articles)
•   Community Forums
•   Live Support

• Content freshness & access to archived content

•    Clean and meaningful design
•    Easy navigation
•    Interactive Tools
•    Real-time
•    Activity Feed
•   Solution recommendation
•   Multichannel Support
•   Personalized and customized content
•   Clean and simple look and navigation
•   Attention to design details

Use Case

John is ACME financial consultant, and he is using a company Windows 10 laptop. One morning, John realized that he is not able to open a PowerPoint presentation on his computer. He sends an email to ACME Help Desk. After just a couple of minutes, John receives a reply from Adam, a ACME Help Desk agent. John is not completely sure if he understands the resolution outlined in that email, so he picks up the phone and calls Adam to further clarify on next steps. After Adam successfully guided John to resolve the issue, they both now consider the case to be closed and they wish each other a good
and productive work-day.

For Employee :

Create a Support Ticket :

• Go to Help desk web application and Create a New Ticket.

• Choose your Department and Role along with the Employee ID.

• Select the Category of the ticket (Software /Hardware / Application) .

• Select the Software to which is the issue is related.

• If the issue is already present in the Commonly Faced Issues List, then select the issue from the issue list ; if not create a new issue with uploading supporting document/screenshot/video(optional)

• User is provided with a unique Ticket ID for future reference.

Track an Existing Ticket:

• Go to Help desk web application and Track an existing Ticket.

• Search via Ticket ID or Employee ID and Ticket Status.

• User Views the Ticket Audit Trail and if any textual resolution are provided by the Help desk Agent with supporting help documents.

• User have option to re-open the ticket and accept the resolution and rate the resolution.

For Help desk Agent :

• Resolve a Support Ticket :

• Login to Help desk Application.

• On the dashboard under different categories , user chooses to see the tickets assigned

• User chooses a ticket and views the details .

• User can either contact the employee who have raised and give resolution online or can provide a Textual Resolution with supporting help documents and mark the ticket as “Resolved”.

• While marking the ticket as “Resolved” , the user have to select the channel of communication used to resolve the ticket.

Persona

John:
Find a solution for an IT problem fast and back to his work as finance consultant.

Adam:

Solve problems for employees as fast as possible.
Find employees with problems and history of support for anyone with a few clicks.