PerlDesk is an intuitive and easy to use Web application. At the same time it is a very powerful help desk solution allowing you to have full control over your customer service process. PerlDesk has 3 interfaces – a customer interface, staff interface and an administration area. Here will will give a brief overview of the new Version 4 designs, along with screenshots of each of these sections.
The Customer Area of PerlDesk
The customer interface, or the support portal area of Perl Desk is what your customers see when they access PerlDesk. The next screenshot will give you an idea of the look and feel of the customer area (click on the screenshot to enlarge it).
The customer interface allows users to register with PerlDesk, submit tickets and track their status, download useful resources, browse the knowledge base and chat with your customer service operators (in the Enterprise release). The customer interface is simple but it has all the features your users need to quickly access self service support and if required, contact your staff.
The Staff Area of PerlDesk
The staff interface is where each of your customer service team will login to manage and respond to incoming help desk tickets or emails. Each member of your staff has an account and based on his or her credentials, he or she will have access to different features. A sample screenshot of the home page of the staff area is provided below.
As you see from the screenshot above, the staff area gives access to tickets, messages, tasks, reports, settings. What each of your staff members will see depends on how you configure your help desk, each staff user can be limited to specific departments or given global access. They can also re-assign incoming tickets to other staff members or departments. All the time PerlDesk keeps a history log that allows you to monitor and track the progression of an issue.
The Administration Area of PerlDesk
The administration area of PerlDesk is only used to setup and modify the PerlDesk installation, including the creation of staff users/departments and setting up incoming email. The administration area allows to configure application-wide options of PerlDesk. A screenshot of the home page of the administration area is shown below.
Try the Demonstration of PerlDesk to see each of these sections.
Tags: administration interface, customer area, customer interface, help desk, help desk software, PerlDesk, staff area, staff interface