HELP DESK – The HELP DESK system has been developed under the implementation of one of the "e-Customs Programme" projects, in the framework of the 7th Axis of the Innovative Economy Operational Programme.
HELP DESK is the system providing the comprehensive support service for customers using services and IT systems made available by the Customs Service. Each customer to create the account on the Electronic Services Portal of the Customs Service ( PUESC ) will receive access to the Help Desk system. The system enables to: define services (systems) the user wants to have access to, in the scope of the support provided, use the streamlined Knowledge Base in order to obtain assistance with no need to send the notification to the Help Desk, monitor the processing status of own notifications, provide additional information and attachments, provide instantaneous access to the solution offered and access to history of notifications submitted. The users will also have a possibility to submit complaints related to the solution offered and evaluate processing of the notification by the Help Desk through filling in the on-line questionnaire or entering own comments and remarks related to the performance of the Help Desk service. The system also ensures on-going information on unavailability and failures of the systems, in the form of announcements.
In the HELP DESK system, applications of users for various types of services will be also processed, related, for example, to unblocking of an account, change of logging data, obtaining the approval for the application of the fall-back procedure.
The HELP DESK is the major part of the Help Desk service, based on creating and making a single contact point available to customers using the Customs Service services and IT systems, available 24-hours per day and providing access to services, also through the telephone contact and electronic mail.