Our case study is a bit un-usual because it involves our own company and employees, we honestly believe using us as a case study is the best testimony to potential clients.

Development
While developing REMEDiTECH, we acted as our own customer, suggesting useful features and optimized our website to be simple and efficient. Today we use our own helpdesk system to generate tickets, troubleshoot and resolve problems, we also use it to respond to our subscribers' and visitors' various questions and requests via the Contact Us form.

Tickets
Upon opening a ticket an email alert is sent out briefly describing the nature of the problem and listing the contact person, once the ticket is created the troubleshooting process begins, this can involve using tools that are available on the site as well as using our own technical knowledge, the tools help us rule out basic problems such as network connectivity internet services and such.

Ticket Details and History
Every troubleshooting step and communication with our website visitors are saved in the ticket detail screen, a ticket history is displayed at all times giving us a complete timeline from the time trouble started up until the latest comments entered.

The power of suggestion
At one point we realized that a few incidents had previously occurred and we could save time by searching for the previous solution, we could also save more time by implementing an intelligent solution suggestion system, this system would determine if a similar problem had already been recorded, it would then display the final solution and present the history that led to it.