| 摘要 |
<p>The invention provides a helpdesk system in which a plurality of customer workstations are connected to the server over a network or networks and a plurality of staff workstations are connected to the server over the network(s), each staff workstation operated by a staff member having a knowledge level within one of a plurality of predefined knowledge levels. The helpdesk system includes a fault log stored in computer memory comprising a plurality of fault report records representing problems experienced by one or more customers, a data entry component enabling a customer from a customer workstation to enter a fault report record in the fault log, and a fault manager configured to assign to each fault report record one of the predefined knowledge levels to enable each fault to be actioned by a staff member having the corresponding knowledge level.</p> |
