RE: OT: Exchange-aware Helpdesk software

  • From: "adrian bolzan" <abolzan@xxxxxxxxxxxxxxxxxxxxxxxxx>
  • To: "[ExchangeList]" <exchangelist@xxxxxxxxxxxxx>
  • Date: Wed, 9 Feb 2005 14:59:25 +1100

Hi John,

Track-it certainly is comprehensive and worth a second look.
My experience with one other Helpdesk system (CerberusWeb) allowed staff
to attach files to an emailed helpdeskj request, or for support staff to
add attachments to a helpdesk item.  How they handled it?  I imagine the
attachments were stored on disk, with a refernce to the file's location
in the database.

Thanks,
Adrian'


> -----Original Message-----
> From: John Tolmachoff (Lists) [mailto:johnlist@xxxxxxxxxxxxxxxxxxx]
> Sent: Tuesday, 8 February 2005 1:48 PM
> To: [ExchangeList]
> Subject: [exchangelist] RE: OT: Exchange-aware Helpdesk software
>
> http://www.MSExchange.org/
>
> I use Track-It from Intuit. (Developed by Blue Ocean.)
>
> I think it can do everything accept attachment handling. From
> what I have been told, adding attachments is difficult
> because how would you store them in a database.
>
> John Tolmachoff
> Engineer/Consultant/Owner
> eServices For You
>
>
> > -----Original Message-----
> > From: adrian bolzan [mailto:abolzan@xxxxxxxxxxxxxxxxxxxxxxxxx]
> > Sent: Monday, February 07, 2005 6:23 PM
> > To: [ExchangeList]
> > Subject: [exchangelist] OT: Exchange-aware Helpdesk software
> >
> > http://www.MSExchange.org/
> >
> >
> > Hello,
> >
> > We are investigating Helpdesk software. We are looking at both free
> > Open-source, commercial open-source and closed source
> products. Does
> > anyone have any recommendations for Exchange-aware helpdesk
> software? 
> > I would welcome any remarks on non-exchange aware products, too.
> >
> > Features we are interested in include:
> > Ticket tracking
> > Attachment handling
> > Web interface for Support staff
> > Web interface for users
> > Asset tracking would be good
> > Knowledgebase functionality would be nice Reporting
> capabilites Works
> > with MSDE or can connect to a MySQL or Postgresql server,
> rather than
> > SQL Server Etc.
> >
> > We are only a small company of about 150-200 users so do
> not want to
> > spend mega-bucks...(plus we are in Australia, so exchange rate
> > conversions become critical).
> >
> > Best regards,
> > Adrian
> >
> >
> >
> >
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===============================================================
IMPORTANT - This email and any attachments may be confidential.
If received in error, please contact us and delete all copies.
Before opening or using attachments, check them for viruses and
defects.   Regardless of any loss, damage or consequence,
whether caused by the negligence of the sender or not, resulting
directly or indirectly from the use of any attached files,
our liability is limited to resupplying any affected attachments.
Any representations or opinions expressed in this email are those
of the individual sender and not necessarily those of the Capital
Transport Group.
===============================================================


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