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  • NexGen Technologies

Public Help Desk Support Solution

Challenges

Our client, the Bureau of Land Management (BLM), has an enterprise Help Desk solution that can only be used by internal BLM users.  Since many BLM applications are public-facing, the Bureau required a public-facing Help Desk solution where any public user can submit a Help Desk ticket for support and/or report an issue with an application.


Solution

NexGen designed and developed the “Public Help Desk” (PHD) site, which is a Drupal based implementation that allows public users to submit help desk tickets across multiple public-facing BLM National Applications. This site was developed as a centralized support request site to allow public users to submit support requests (help desk tickets) for the BLM National applications that are not currently supported through the main BLM Help Desk System. Internal BLM application leads receive an automated email notification when a new ticket is submitted to their system by a public user. Internal users can search all submitted tickets, add comments to tickets, resolve tickets, and run reports on tickets submitted for their application.


 

About NexGen:

NexGen Technologies (NexGen) provides the people, processes, and solutions that help make innovative IT transformation possible across your systems and applications.

 We specialize in delivering top-tier IT support services, specifically tailored for the unique needs of the federal government. Our dedicated team combines cutting-edge technology with deep industry expertise to ensure your projects meet the highest standards of quality and security.


For more information, please contact NexGen at info@nexgeninc.com or (720) 377-1800.

 

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