| 摘要 |
The present disclosure facilitates servicing information technology support tickets. In some embodiments, the system includes a server configured to access a database storing two support tickets, each of which can have a ticket identifier and information to facilitate providing information technology support to a computing device. The server can receive an indication of a status from two computing devices, each of which can be associated with one of the support tickets. The server can determine a priority of each ticket based on its status, where the priority of the first ticket is higher than the priority of the second ticket. The server can initiate a chat session associated with the first computing device and the first ticket to provide information technology support to the first computing device, based on the priority of the first ticket and the status of the first computing device. |
| 主权项 |
1. A method of servicing information technology support tickets via a computer network, comprising:
accessing, by a server, a database storing, in memory, a first support ticket having a first ticket identifier and a second support ticket having a second ticket identifier, the first support ticket having information to facilitate providing information technology support to a first computing device, and the second support ticket having information to facilitate providing information technology support to a second computing device; receiving, by the server from the first computing device associated with the first support ticket, a first indication of a first status of the first computing device; receiving, by the server from the second computing device associated with the second support ticket, a second indication of a second status of the second computing device; determining, by the server, a first priority of the first support ticket based on the first status and a second priority of the second support ticket based on the second status, the first priority higher than the second priority; and initiating, by the server via the computer network, based on the first priority and the first status, a chat session associated with the first support ticket and the first computing device to provide information technology support to the first computing device. |
