Let's finalize new Help Desk Portal concept. We are starting development next week, so you have a little time to provide valuable feedback :)

Issues List

Contains all issues with filtering option. State of the each issue is highly visible. It shows whether bug created from the issue and when it will be fixed. Also if someone knows solution, he may attach solution to the issue right away.

Post Issue

When someone post an issue, Help Desk Portal checks on the fly whether similar issues already exist and display the list on the right. Moreover, it displays possible solutions (nothing special, just keyword search with results ranking). It will help to avoid issues duplication and in some cases will save people time.

Continue posting mock-ups of the upcoming Help Desk Portal. Definitely there should be a place where people may see all posted ideas, issues and questions. In this list user should focus on what is going on and get quick answers to the questions like:

• "Should I reply to something to help with problem resolution?"
• "When will the bug for the request XXX be fixed?"
• "Are there any interesting discussions around my ideas?"

The My Requests list has nice right column that shows exact state of the each idea and issue. Think support forgot about you and your problem? Just click nudge link :)

We are thinking about Issues and Ideas separation. They are quite different and needs separate lists, views, etc. based on our analysis. People have different goals when working with ideas and issues, and this should be reflected in the dHelp Desk Portal design.

What is important for person who looks at idea? And what is important for person who looks at issue?

Idea	Issue
Discuss idea Add attachments When it will be implemented? Is this idea important? How can I vote for it? Tag the idea	Discuss issue Add attachments to the issue When it will be resolved? Do I need to provide more info? Are there any ready solutions to my issue?

Here is what we have so far.

Issue View

Idea View

We've completed second iteration of TargetProcess v.2.5 release. It includes basic email integration and internal Help Desk module. Preview is generally available at http://preview.targetprocess.com (admin / admin).

In current iteration you may already use Help Desk with the following scenario:

1. Customer sends request via email (problem or idea)
2. TargetProcess user receives all emails and convert them to requests
3. TargetProcess user creates bugs and user stories from requests if required
4. Customer receives notification when request changes its state

Inbox in TargetProcess

List of Help Desk Requests

Lookup List of Requesters

We are going to add automatic conversion rules in the next iteration as well as Help Desk Portal.

Help desk module implementation going well. We are finalizing email integration part now and will start develop of the small application (Help Desk Portal) that allow people to submit requests and track requests' statuses. Help Desk Portal will be integrated with TargetProcess via Web Services API. Here are some screenshots

Requests list

Add request form

We've started Help Desk implementation this week. It will spread two iterations. In the first iteration we will implement core Help Desk functionality like Add Request, View Requests List, Manage Requestors and Email Integration (TargetProcess will automatically retrieve email and convert some emails to requests). The second iteration will include advanced functionality like Help Desk Portal and Solutions.

Some very agile artifacts below :)