Better tracking than email, through use of online ticket system
Employees will be verified before they can create tickets in their department. This verification is only needed once, after they create a WebDesk account.
Tickets have assigned status:
New: initial state in which ticket goes into the queue
Open: assigned to a web developer; work has begun
Pending: work has been postponed per user request
Closed: work has been completed
Email will still be used, but only for notification purposes. For example, when a developer opens a ticket, a brief email is automatically sent to the user informing them that work has begun. Another notification email is sent when the ticket is closed, or whenever the developer leaves a comment on the ticket.
All communication such as questions or clarifications is now done within the ticket itself. We will no longer accept web requests via standard email.