PEI Help Desk
PEI is always working on new ways to implement technology to support our customers; recently a decision was made to begin using a software program from Best Practical called RT or Request Tracker. PEI primarily operates using Microsoft’s Project; each new project is tracked in detail with engineer’s time and billing. Customer’s issues that come up after a project need timely attention. We created a new email address Helpdesk@pei.com and any issued emailed to this address will automatically create a ticket in RT and a response is immediately emailed back with the ticket number. All tickets are placed in a queue. Tickets are then assigned and monitored. A detailed history is retained for each ticket and a knowledge base is maintained for further research.
-Randy Blair, PEI