Web based help desk

Details Web based help desk Web based help desk

1998-09-03

2001-05-08

Iqbal, Nadeem (Department: 2184)

Error detection/correction and fault detection/recovery

Data processing system error or fault handling

Reliability and availability

C379S265080

Reexamination Certificate

active

06230287

ABSTRACT:

FIELD OF THE INVENTION
The present invention relates to computer support and in particular to a help desk accessible through a home page on the world wide web (“web”).
BACKGROUND OF THE INVENTION
It is common practice for software suppliers to set up help desks so that users of the software can seek help to diagnose and solve computer software and hardware problems. In most instances, these help desks are accessible only by telephone over a public switched telephone network (PSTN). In order to gain access to the help desks, users with computer problems dial special toll free numbers to connect to the help desk and then convey information concerning the computer problems to the help desk either by voice or by DTMF dialing signals. This has limited the effectiveness of these help desks.
For example, U.S. Pat. No. 5,367,667 discloses a system for performing remote computer system diagnostic tests. A user requiring assistance calls a help desk representative via a telephone. The representative in turn creates a case file on a help desk computer. The case file includes the modem number to the user's computer, call and computer identification information. The representative also selects diagnostic tests to be run on the user's computer based on the verbal information given to the representative by the user. The representative then creates a batch job which causes the help desk computer to connect to the user's computer and instruct the user's computer to run the diagnostic tests. The telephone and computer connections between the user and the representative are then broken. When the diagnostic tests have been completed by the user's computer, the user's computer reconnects with the help desk computer and reports the results of the diagnostic tests. The representative after reviewing the results of the diagnostic tests, telephones the user and provides recommendations to solve the user's computer problems.
Help desk software has also been developed for use on local area networks (LANs) to allow a technician to diagnose and solve problems on a remote computer. For example “NETmanager” available from Brightwork Software allows a computer on a LAN to access the screen and control the keyboard of another computer on the LAN where a user of the computer is experiencing problems. This allows the technician to help remotely the user in an attempt to solve the user's computer problems.
Although help desks exist to diagnose and solve computer problems, the design of conventional help desks has limited the extent to which help can be provided to a user. Accordingly, improved help desks are desired. It is therefore an object of the present invention to provide a novel web based help desk, a novel help desk web page and a novel method of providing support to a user computer at a remote location.
SUMMARY OF THE INVENTION
According to one aspect of the present invention there is provided a web based help desk comprising:
a web server having memory for storing a help desk web page, said web server allowing remote user computers to access said web server via an Internet or Intranet connection and to access and display said web page;
a plurality of support specialists operating computers in communication with said web server to allow said support specialists to communicate with user computers requiring support, said support specialists being selectable by said user computers via said web page; and
a support specialist status application monitoring the status of said support specialists and user computers requesting support and prompting said web server to establish a connection between a support specialist computer and a user computer when a support specialist becomes available.
Preferably, the web based help desk further includes an Expert System including a knowledge base to diagnose computer problems based on problem information gathered from user computers, the Expert System being selectable by user computers via the web page.
In a preferred embodiment, the web page includes an applet presenting status information concerning the support specialists and the number of users in a queue seeking access to the support specialists. The applet is updated by the support specialist status application to provide current support specialist status and queue information. The web page also presents information concerning the area of expertise of each of the support specialists. The applet allows a user to select a specific support specialist to whom the user wishes to be connected. The web page further includes links to personal web pages of the support specialists. The personal web pages present detailed biographical information concerning the support specialists.
According to another aspect of the present invention there is provided a help desk web page comprising:
support specialist information areas presenting expertise information concerning said support specialists;
a first applet presenting support specialist status and queue information, said applet being updated to provide current support specialist status and queue information and selectable by a user to allow said user to select a support specialist and/or enter said queue; and
a selectable Expert System applet, said Expert System applet gathering user computer problem information when selected by said user.
According to still yet another aspect of the present invention there is provided a method of providing support to a user computer at a remote location over the Internet or Intranet comprising the steps of:
providing a web server having memory for storing a help desk web page, said web server allowing remote user computers to access said web page by way of an Internet or Intranet connection;
providing a plurality of support specialists operating computers in communication with said web server to communicate with user computers requiring support, said support specialists being selectable by way of said web page;
monitoring the status of said support specialists and user computers requesting support via said web page and establishing a socket connection between a support specialist and a user computer via said web server when a support specialist becomes available; and
providing an Expert System including a knowledge base to diagnose computer problems based on gathered computer problem information, said Expert System being accessible by user computers over said Internet or Intranet connection via said web page.
The present invention provides advantages in that a user at a remote location contacting the help desk with a problem using their computer is presented with a significant amount of information as soon as the help desk is accessed. Specifically, when a user accesses the help desk, the user has access to on-line documentation, an Expert System and a variety of support specialists.


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