Integrated interface for Web based customer care and trouble management
A system and method for opening and tracking trouble tickets over the public Internet. A customer service management system provides information included within a customer profile record to a Web enabled infrastructure which is accessible by a remote customer workstation having a Web browser and Int...
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Main Authors | , , , |
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Format | Patent |
Language | English |
Published |
29.02.2000
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Edition | 7 |
Subjects | |
Online Access | Get full text |
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Summary: | A system and method for opening and tracking trouble tickets over the public Internet. A customer service management system provides information included within a customer profile record to a Web enabled infrastructure which is accessible by a remote customer workstation having a Web browser and Internet access. The customer profile information is used to prepopulate data fields in dialogs used to open a trouble ticket. Once a trouble ticket is opened, the customer workstation tracks the existing trouble tickets through a browser based graphical user interface. The graphical user interface provides current and historical status reports of the actions taken to resolve a network event and the service organizations responsible for resolving the network event. |
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Bibliography: | Application Number: US19980159701 |