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Senior Project - #FIXME

 

Help Desk and Bug Tracking System

Senior Project: 2002-2003
Mark Dady, David Ellis, Patrick Flannery, Samuel Haycraft and Derek Neslund
Boulder, CO

Electric Rain is a small Boulder-based company founded in 1998. Its flagship product, Swift3D, is an intelligent graphics processor that allows creation of high-quality low-bandwidth 3D graphics for the web. The company's growth created a need for an online customer support system. Hiring multiple support staff to handle the task was neither cost nor time-efficient.

Electric Rain wanted to create a web-based application that would help to automate the support given to customers. In addition to customer support, this application would help to track known bugs for engineers. The customers, support staff and engineers would also be able to interact with each other through this software.

The software provides several facilities. A list of frequently asked questions (FAQ's) and a searchable knowledgebase are available directly to customers. Often these resources will direct the user to a solution without any staff intervention. In the event that a customer is unable to help him or herself, he/she can create an open support ticket that will be reviewed by the company's support staff. Should the support staff not be able to resolve the issue, the ticket will be forwarded to software engineers. When a problem is solved, the solution can be sent to the customer and recorded by the application for future reference. The system was developed in a Windows environment using Active Server Pages.

Customer Interface
Customer Interface
Ticket Information
Ticket Information
 
See also:
Department of Computer Science
College of Engineering and Applied Science
University of Colorado Boulder
Boulder, CO 80309-0430 USA
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