The topic of this diploma thesis is focused on the analysis of the company's requirements for the selection of a system to support communication with customers - helpdesk. The beginning of the work is devoted to theoretical basics of helpdesk systems such as trouble ticket life cycle or knowledge base system. Furthermore, the use of the helpdesk system is described from the point of view of usage and then from the point of view of the roles that occur when using this system. At the end of the theoretical part are described ECS systems, which the helpdesk system is part of. The practical part describes the company for which this work is processed and its functional requirements for the selected system and systems directly related to it. In addition, 4 available solutions are selected, which include their pros and cons and then are evaluated based on seven criteria. The best solution is recommended to the company for selection. In the end of the work, the course of implementation of the solution chosen by the company is outlined.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:394190 |
| Date | January 2019 |
| Creators | PEROUTKA, David |
| Source Sets | Czech ETDs |
| Language | Czech |
| Detected Language | English |
| Type | info:eu-repo/semantics/masterThesis |
| Rights | info:eu-repo/semantics/restrictedAccess |
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