What is EOSC Helpdesk
EOSC Helpdesk acts as a single point of contact for all EOSC
customers for requesting help, support and other requests. It provides
ticket management and allows to track the inquiries related to EOSC
services, resources, projects and general questions. The EOSC Helpdesk is tightly integrated in the EOSC Service Management System (SMS) and implements the general procedures and workflows of the Incident Service Management Process (ISRM).
Why to use EOSC Helpdesk
Depending on your initial situation and maturity of user support in your organization you could use EOSC Helpdesk in multiple ways depending on the integration option. To learn more about integration options please check the article Integration Options with EOSC Helpdesk.
In simple and most common scenario of usage EOSC Helpdesk as a service, you benefit from all EOSC Helpdesk platform features, integration with central EOSC Support, still having isolated environment to support your own users.
What features are available in EOSC Helpdesk
EOSC Helpdesk service is mature system powered by open-source Zammad technology. The major features available for support stuff in helpdesk are:
- Dashboard to manage the customer tickets
- Smart search
- Multiple channels to connect with users ( email, webforms, telegram bots etc.)
- History of changes
- Automatic escalation procedures
- Reporting dashboard
- Flexible notifications
- Integration with other services and systems via REST API
- Integration with Telegram: submission of tickets via Telegram chat for users
- Integration with Slack (Mattermost): notification in Slack channel about ticket events ( creation, update, escalation), ticket attributes (customer, last message, time)
- Knowledge base ( self-service for users)
- Direct connection to EOSC Central Support Unit and to multiple organizations which are already integrated in EOSC Helpdesk
This is imcomplete list of many features which are provided by EOSC Helpdesk for any EOSC community or service provider.
How to integrate with EOSC Helpdesk
There are several way to integrate with EOSC Helpdesk. The exact integration depends on requirements of the community, initial situation. Please check the article How to integrate with EOSC Helpdesk for more details.
I'm interested and would like to learn more, before sending any integration request to EOSC Helpdesk
No problem. The best way to learn more is to try it yourself right? Just submit a request at help@eosc-portal.eu with Subject "EOSC Helpdesk Demo". We will contact you and provide more information. If you prefer to try it first without any interaction and requests feel free to access our demo instance at:
Just create an account for any email you have e.g. gmail ( no AAI is required) and you could login with customer role to get some impression. You still need to contact us to request agent role, which could give you much better demostration of the helpdesk capabilities.