Challenges in Developing a Public Help Desk Solution With Drupal
Our client, the Bureau of Land Management (BLM), faced a significant challenge with its existing enterprise Help Desk system, which was exclusively accessible to internal BLM users. This limitation posed a problem as many of BLM's applications are public-facing, requiring a mechanism for public users to report issues and request support. The existing system could not accommodate the needs of external users, creating a gap in customer service and leaving public users without a direct line to submit Help Desk tickets for BLM’s national applications. The Bureau required a robust Public Help Desk Solution With Drupal that could handle these external requests while maintaining security, user-friendliness, and seamless integration with existing internal workflows.
Implementing a Public Help Desk Solution With Drupal
NexGen developed a comprehensive Public Help Desk Solution With Drupal, creating the “Public Help Desk” (PHD) site specifically designed to bridge the gap between internal BLM systems and public user needs. This Drupal-based platform allows public users to submit Help Desk tickets across multiple public-facing BLM National Applications, ensuring that all user issues and support requests are captured in one centralized system. The site was built as a flexible, scalable solution that integrates seamlessly with existing BLM workflows, automating notifications to internal application leads whenever a new ticket is submitted by a public user. The system allows internal BLM staff to search submitted tickets, add comments, resolve issues, and generate detailed reports, enhancing transparency and efficiency in managing public support requests.
The Public Help Desk Solution With Drupal not only provides a streamlined approach for managing public-facing support but also incorporates customizable features that adapt to the specific needs of each BLM application. This tailored solution ensures that each ticket is managed efficiently, contributing to improved customer satisfaction and enhanced service delivery.
About NexGen:
NexGen Technologies (NexGen) provides the people, processes, and solutions that help make innovative IT transformation possible across your systems and applications.
We specialize in delivering top-tier IT support services, specifically tailored for the unique needs of the federal government. Our dedicated team combines cutting-edge technology with deep industry expertise to ensure your projects meet the highest standards of quality and security.
For more information, please contact NexGen at info@nexgeninc.com or (720) 377-1800.
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