mDesk

mDesk

Osource mdesk is more than a mailing list notification system for ticket requests.

Every ticket generated by the system has persistence or "history" showing what happened to the ticket within its life cycle. mDesk has the ability to merge multiple requests about the same incident, thus making it possible to work on an incident rather than on singular requests. Help desk is a multi user system which means that multiple agents may work simultaneously on the tickets in Help desk , reading the incoming messages, bringing them in order, and answering them. Help desk is highly scalable, capable of handling thousands of tickets per day and a nearly unlimited number of simultaneously working agents

Help desk has integrated functionality for creating, reworking and searching FAQ texts. The FAQ texts may be incorporated into the agents' answers on tickets.

By using a multilingual web user interface.