ILC Diliman Helpdesk is a support ticket system for efficiently addressing concerns relating to ILC Diliman services. A support ticket can be filed at dilc.info/help or by emailing firstname.lastname@example.org (for UVLe-related and other concerns). For the faculty, texting is also possible via 0928-839 3265.
consolidation of messages from various channels (email, fax, phone, SMS)
grouping of staff operators by departments or teams
alerts and notices for received messages and overdue tickets
reporting of team and individual performance between periods
autoresponse or acknowledgement of receipt of message
assignment or transfer of ticket to another individual or department or team
internal notes for tickets to help clarify the issue before sending out the response
knowledge base of pre-made responses
archival of concerns and responses; support history
role-based access for staff and users
Customer Satisfaction Survey
ILC Diliman Helpdesk requests users to provide rating and feedback to measure the customer satisfaction in order to improve customer experience and customer service.