11320 Help Desk Support System

Wanting to develop an Online Helpdesk Support Software Solution (e.g. ticket, request, problem, and ticket tracking etc..) We like the functionality of [login to view URL] and the features found at [login to view URL] So, the application should contain functionality and features of both. A friendly, easy, customizable GUI is VERY important, especially for our support staff. The Online Helpdesk software should be 100% web-based. This software will be utilized for a medical office. So, the departments need to be customizable. They need to be able to send a departmental and/or help support to a specific person. Those sent to a department will need to be assigned to a staff member. Those sent directly to a staff member will not need to be assigned, although it can be re-assigned to someone else. Software needs to be engineered to provide a scalable, customizable, easy-to-use solution for any product or service support need. It should be installed on any standard web server, and it should be compatible with all ODBC compliant databases, and can be accessed by any internet or intranet enabled platform - regardless of OS - from anywhere in the world. This software will be utilized by our customers as well as by staff who submit trouble tickets. Those submitting trouble tickets should be able to view their own tickets. Only staff level and admin can view all available tickets. You should also be able to view tickets by department, all, or by staff person assigned to. The system should keep track of all transactions related to the ticket and show it when accessing the ticket. Each login level (Admin, Staff, User, Viewer) should be able to be customized or renamed as needed. Tickets entered should be able to be emailed out to all parties involved every time there is a change in status or update. So, the ticket inputter should get a change in status notice when the ticket is put in, when the ticket is assigned, when the ticket is opened, updated, and closed. Members of the department and the admin should also get an email of every change. Every user should have an email address that the system sends back out to. Each user should be able to create an account. Once they create an account, the admin should be able to approve such accounts. Once an account is approved, then they can view their own tickets. They can send tickets without registering as long as they have credentials (Name, Email Address, Phone Number, and Company). But they can only view tickets and access internal workings of the application if they actually register. They may be registered as a patient (viewer), business (viewer), Field Staff (User), Office Staff (Staff), or Administrator (Admin). All of these should be customizable. Once registered, they can select (as non-registered), a department to send to or a specific person by memberID or member lookup to send a trouble ticket to. Once a trouble ticket is sent, it is seen by department and by individual (if sent directly to) and so on… Tickets are then updated as needed or status changes are updated as needed. All status changes are sent to all involved parties and to the admin. This sends an external email from the system to such parties external email systems. The system keeps a log of all emails (searchable by date or date range, department, person, email address, type problem, etc…). Tickets are also searchable by such. I need to also upload company logo and name that will be displayed and sent via email when sending out ticket notifications. Required features: 100% Web Based Unlimited support staff logins with permissions (Admin, Staff, User, Viewer) Easy for admin to program and customize all fields Ability to look-up customer & history by their id, email or other data Flexible Workflow (troubleshooter) Rule Based E-mail and Paging Notification Automated Email Reader Completely Customizable (Fields, GUI, Capabilities ...) Follow up-surveys that pass data back to our server which can then be used for reporting Built in Spell Checker Searchable Knowledge Database Works with MySQL*, Access, MS SQL 2000 and 2005 (DB Scripts for each DB) Extensive (customizable) Charts and Reports Dynamic Frequently Asked Questions (FAQ) - With topics-drill-down & search capability. Please reply only if you are qualified for this and if I can view demos of your work via links in the PMB. I am willing to also buy your already made system as long as it can be customizable.