“Efficient, Transparent, and User-Friendly Ticketing Solution for Seamless Support Across Departments”
Since its inception in 2008, RKCL has achieved significant milestones in Digital Literacy, Skill Development, e-Governance, and e-Empowerment projects. With over 75 lakh learners trained across various sectors, RKCL has pioneered the spread of digital literacy throughout Rajasthan, leveraging an extensive network of 6500+ IT Gyan Kendras across all districts and tehsils.
The Support Ticketing System is a user-friendly tool that enables users to report and track any issues or problems they may encounter while performing daily tasks on various RKCL platforms. This system ensures that every issue is addressed promptly and efficiently, enhancing the overall experience for users, including ITGKs, service providers, and RKCL staff.
RKCL has consistently played a crucial role in bridging the digital divide, inspiring youth through skill-building initiatives, and advocating digital transformation across Rajasthan. Building upon our experience in delivering innovative digital solutions, we have developed the Support Ticketing System a powerful tool designed to streamline communication, enhance issue resolution, and improve overall operational efficiency across RKCL's platforms.
The Support Ticketing System is designed to streamline issue reporting and resolution, offering numerous benefits to users and enhancing overall organizational efficiency
By bringing all departments onto a single platform, the system enhances communication and collaboration, leading to faster decision-making and improved issue resolution.
The ticket tracking feature ensures that users have complete visibility into the status of their issues, fostering a transparent and accountable support process.
With quick ticket assignment and instant notifications, the system ensures that issues are addressed promptly, minimizing disruptions to daily operations.
The intuitive interface makes it easy for users to report issues, track their progress, and communicate with support teams, enhancing overall user satisfaction.
The system is designed to accommodate the growing needs of RKCL, allowing new departments and user roles to be added as required.
ITGK: ITGKs can generate support tickets from their login on the support portal and view the current status of the tickets. This role ensures that ITGKs can report any issues directly and receive timely updates.
Service Provider: Service Providers can view, assign, and close tickets generated by ITGKs associated with them in MYRKCL. This role streamlines the support process, allowing service providers to manage and resolve issues efficiently.
RKCL Support: RKCL support staff can view, assign, and close tickets for all ITGKs in MYRKCL. They provide comprehensive support and guidance to resolve issues effectively, ensuring a seamless user experience.
The Support Ticketing System brings all departments onto a single portal, enhancing communication and collaboration within the organization. This integration fosters a more cohesive approach to problem-solving, allowing departments to share information, coordinate responses, and work together to resolve issues efficiently.
Once a ticket is generated, it is immediately assigned to the appropriate person or department. This feature ensures that issues are addressed quickly, reducing response times and helping to resolve problems faster.
The system automatically sends instant notifications via email and SMS whenever there is an update on a ticket. These notifications keep users informed of any progress, ensuring that they are always aware of the status of their issues.
The system provides role-based access, allowing different levels of permissions based on user roles such as ITGKs, Service Providers, RKCL Support, and specific departments like Technical, Finance, and Marketing. This feature ensures that users only have access to relevant data, enhancing security and accountability.
The system allows administrators to define and customize ticket categories and subcategories, ensuring that issues are logged correctly. This feature helps in organizing tickets efficiently, making it easier to analyze and address recurring issues.
The Support Ticketing System includes SLA management tools that help track compliance with service agreements. SLAs can be defined for different types of tickets, ensuring that support teams meet their commitments and maintain high standards of service.
The system integrates with a knowledge base that provides users with self-help resources, such as FAQs, tutorials, and troubleshooting guides. This feature helps reduce the number of incoming tickets by empowering users to resolve common issues on their own.
After resolving a ticket, the system can automatically send feedback and satisfaction surveys to users. This feature allows organizations to gather valuable insights into user satisfaction and identify areas for further improvement in the support process.
The system’s intuitive and easy-to-use interface makes it simple for users to create and manage support tickets. The straightforward design guides users through the ticket submission process, ensuring that all necessary information is captured without overwhelming the user.
Users can track the status of their tickets in real-time. The system provides detailed information about when the ticket was created, who is handling it, and the expected resolution time, offering complete transparency throughout the process.
Users involved in a ticket can communicate directly through the system, asking questions and providing additional information as needed. Pending replies are displayed prominently on the dashboard, preventing any delays due to missed communications.
The system automatically assigns tickets to the relevant support personnel or department based on predefined criteria, such as issue type or priority level. This automation streamlines the support process and reduces manual workload.
The system provides comprehensive reports and analytics on ticket performance, including metrics like response times, resolution times, and ticket volumes. These insights help organizations identify areas for improvement and optimize their support processes.
The system supports multiple channels for ticket creation, including web, mobile, and email. This flexibility allows users to report issues using their preferred method, enhancing user experience and accessibility.
Every action taken on a ticket is logged in the system, providing a complete audit trail. This history includes details of who handled the ticket, what actions were taken, and when, ensuring accountability and transparency in the support process.
The system allows tickets to be prioritized based on urgency, impact, or severity. High-priority tickets can be escalated automatically to higher-level support staff or management, ensuring that critical issues are addressed promptly. This feature helps manage workloads efficiently and ensures that the most urgent problems are resolved first.
