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M350 - Helpdesk / Web-Based Support Services

This Module supports services regarding requests from both External and Internal Customers, with highlights to:


 ◌ The accreditation of Internal and External Customers, including the General Public, so as to make use of such services;

 ◌ The registration of Occurrences / Tickets directly by the Customers over the Web;

 ◌ The follow-up of such Occurrences / Tickets, also over the Web, by the Customers, until they have been solved;

 ◌ The registration, by whoever provides the service, of the Events associated with the life cycle of each Occurrence / Ticket;

 ◌ Registrations of, for instance, the forwarding of requests, search and implementation of solutions, as well as the submission of answers;

 ◌ The Classification and Statistics of Tickets;

 ◌ The Review and treatment of Tickets in terms of the Q M S
 ◌ Quality Management System
 ◌ including the comparison of the Statistical Data obtained with the goals set in the QMS.

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