Directorate of ICT has implemented a Help desk ticketing software that serves a wide range of customer support activities in various departments and sections within Kibabii University. Use of the ticketing system enable customers to create a support ticket. The ticket is then submitted to the right person or department. Features of the implemented help desk management software are:
- Ticket creation – Allows users and agents to enter new support requests.
- Ticket response – Allows agents to follow up with customers. This often includes automated responses.
- Workflow/Escalation – The ability to route tickets to appropriate support personnel.
- Documentation and collaboration – Agents can attach files and notes to tickets, maintaining a record of every interaction.
Access the Help desk Management tool at http://support.kibu.ac.ke/