In case of technical difficulties Acado's clients send their questions by e-mail to the company's call-center. Every e-mail must be processed as a request. A request's lifecycle is as follows:
Every request should be related with further correspondence between the client and support team. Responsible person can be changed during the process of working with request.
Once IBN Help Desk is deployed a request processing is as follows. A client sends an e-mail to a public address. If the incoming message passes IBN spam filters the system converts the request to a new IBN Issue and finds for it the most appropriate Issue box. Issue box are designed for, first, clustering issues by different characteristics (topics, clients, severity, etc) based on the information in the initial e-mail, and, second, automatic assignment of the responsible persons to the issues.
Once assigned, the responsible users get automatic notifications and starts working on the issue. While the work is in progress, responsible users leave comments, suggestions and potential solutions on the issue forum. These messages are also could be automatically transferred to the client, keeping him fully informed about the working process.
Every message that the client gets contains the issue code. If the client sends a message to the public e-mail with this code in the title, the message is posted on the issue forum and available for the support team. Once the issue is solved, responsible users set “Closed” status.