Interactive Learning Center Diliman

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 uvle@up.edu.ph (for UVLe-related and other concerns). For the faculty, texting is also possible via 0928-839 3265.

Features

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

for more information visit this link

Customer Satisfaction Rating and Feedback

ILC Diliman Helpdesk requests users to provide rating and feedback to measure the customer satisfaction in order to improve customer experience and customer service.