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If and when the system should send email notifications (when a case is submitted, when a case note is added, when a case is closed, etc.) |
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If users are able to maintain their own user profile information. |
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If users are able to create a user profile. |
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How often to purge help desk cases or file attachments. |
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If you want to use the knowledge base . |
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If help desk representatives are able to assign cases to other representative outside their help desk coverage. |
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If users can search and view all cases in their location or just the cases they submitted. |
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How often to send satisfaction surveys. |
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If you want customers to see the calendar showing the help desk hours of operation. |
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If you want to allow file attachments. |
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If you want to display SLA to customers when they submit a case. |
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How long a customer has to re-open a solved case. |