Ajyal HelpDesk is Around the Corner!

Cairo : 2005-10-10
By : Ameer Hussein   [Ajyal CTO.]

Ameer Hussein

Ameer Hussein

Ajyal HelpDesk will be released shortly. It will contain features and functions that should enhance the communication between Ajyal clients and its staff, and will open a venue for users and professionals to communicate with the Ajyal and with each other as well. Below, is a quick peak at the features that will be included in Ajyal HelpDesk.
Ajyal hopes all its clients and users will soon register in Ajyal HelpDesk for the obvious benefits for all parties involved.
Issue Tracking
Through this function, users can place issues to request technical assistance directly through the web. When a user places a new issue, Ajyal HelpDesk will accept and record all information related to the issue from the user and will electronically forward it to the branch handling that user technical services. In other words, Ajyal HelpDesk offers an electronic alternative to contacting the branch directly through phone or fax.
Internally, Ajyal staff uses the same application to follow up issues submitted from users and address them as soon as they arrive. Therefore, the site offers a connection point between service providers and consumers, and offers a great deal of historical and statistical data.
Ajyal HelpDesk is capable of sending emails to issue owners about the progress of their placed issues as they are handled by Ajyal staff. In addition, clients can view their full history of placed issues and how these issues were handled.
Ajyal management uses the same site to monitor the quality and speed of the technical services provided to its clients as the site offers rich statistics about service quality, customer satisfaction, and response time.
Latest Releases
The site contains the latest releases of Ajyal products, thus allowing users to download these releases to upgrade their products. Users no longer have to wait for mailed in CDs or technical support visits to upgrade their products.
Confirmed Software Defects List
Ajyal manages its relationship with its customers transparently, because we believe integrity and transparency fosters a healthy relationship based on trust and mutual benefits. For this reason, Ajyal -like all other respectable software developers- publishes and makes available all information about discovered and confirmed software defects or bugs. Ajyal also publishes possible workarounds to these defects if found.
As software developers address these bugs, Ajyal HelpDesk is updated to inform users of new fixes and what upgrades contain them. Users can download these upgrades through another section of Ajyal HelpDesk.
Wish List

Who is Ameer Hussein?

Co-founded Ajyal software development department in 1990 and worked as Kuwait branch manager from 1996 to 2000 when he was promoted to his current post as Chief Technical Officer.
He also works as Cairo branch manager since 2001. Ameer Hussein has been a member or Ajyal management board since 1998.
Ajyal involves users in the development process because users' requirements should steer the development process of any software house that wants to come up with viable solutions to issues that face its clients.
To achieve this target, Ajyal provides a function in its HelpDesk where users can enter details about the enhancements and additions they wish included in future releases of their products. Moreover, users can actually vote for certain enhancements requests placed by other users through the same site, thus providing a formal channel that measures the popularity of certain features users need and want.
Ajyal considers these wishes or enhancement requirements the steering wheel that directs it software development for the benefit of its current and future clients.
When Ajyal decides to implement any of these wishes, it becomes clearly marked for Ajyal HelpDesk visitors that their wishes have turned into work in progress. Therefore, users are always in touch with what developments are being done on their products.
Users' Forum
All the previous functions serve interactivity between Ajyal and its clients. The users' forum, on the other hand, provides an environment for users to interact with each other without any moderating party.
At the same time, Ajyal management regularly visits the users' forum to come closer with their opinions and their concerns.

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Last Modified    Sat, 02 Mar 2024 07:28:13 GMT
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