About the Client

The client operates an online portal that offers individuals, families and businesses access to quality dental care and save money in the process. The client’s website is a leader in Discount Dental Plans, driven through a convenient and easy-to-use website designed to empower consumers by allowing them to compare their Discount Dental Plan options and enjoy quick plan activation.

Business Challenge

Being an online business, the client needed to have a strong and efficient IT team to take care of constant updates, site changes and maintenance requirements.

The client wanted an easy to manage IT helpdesk ticketing system for better managing and tracking IT issues. They had finalized on SharePoint as the technology for hosting the ticketing system, and sought a strong SharePoint development and customization service provider to help them with the initiative.

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Silicus Solution

IT helpdesk Web Portal Development

Silicus Microsoft engineers developed a customer facing web portal using SharePoint. The web portal could be accessed by authorized personnel and different views were available based on the employee profile.

The team created views for the following employee types:

  • Employees
  • Managers
  • IT Team members
Workflows and Notifications

The team created the workflows for different processes in the ticketing system, including ticket creation, updating, escalations and closures. Workflows were created for each employee profile.

The team also created E-mail notifications that would get automatically triggered whenever the status of a ticket has changed.

Reporting

The team implemented reporting capabilities that allowed authorized personnel to generate reports for the status of various tickets and the turn-around times for closing tickets.

Pre-defined Views

SharePoint was used to create pre-defined views for users.

Technologies Used

Language ASP.NET MVC4
Languages

C#

Language ASP.NET MVC4
Database

SQL Server 2008

Packages
Packages

MS SharePoint

Database Query Language
Database Query Language

CAML (Collaborative Application Markup Language)

Client Benefits

Streamlined Operations through Sharepoint

The new ticket management system using SharePoint streamlined ticket tracking and monitoring operations within the company. The system provided the required visibility and insight into the performance of the IT team and the common IT issues that were being faced.

Robust System Built on the Latest Technologies

Silicus' Microsoft experts used the latest technologies to architect a system that was robust and flexible enough to accommodate enhancements and upgrades in future.

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