Help Desk Portal is quite important application. It allows our customers to interact with us. Also it allows customers of our customers to interact with our customers (weird assertion, but it's true :). We've collected quite many requests for Help Desk Portal improvements and finally decided to push it forward.
Here is the first mockup of the home page. It is still a work in progress, so comments/changes/advices are welcome.
There are some ideas behind the Help Desk Portal re-design:
- When someone has a problem, he should be able to find existing solution easily (if any). If there is no solution, it should be straightforward how to post a request
- Ideas and Issues should be separated. They have quite different flows and expectation. If someone post an issue it should be resolved quickly. Idea can live in the backlog for years.
- People may use search or tags to find relevant ideas and requests.
The next step may be to add more social networking into Help Desk Portal (self-service is a great thing if you can encourage other customers to provide solutions and answer the questions). However this is just an idea so far.