Ok, just wondering. Even though the others do most of the accounting questions all support requests filter through me first (supposedly) though once a phone number gets out...... But for having over 200 people on at any one time I think that having only 6 open tickets is great (especially when 2 of those are due to problems that really arent ours at all) 670,616,629 mph. Its not just a good idea, its the law. -----Original Message----- From: Evan Mann [mailto:emann@xxxxxxxxxxxxxxxxxxxxx] Sent: Friday, January 30, 2004 4:53 PM To: thin@xxxxxxxxxxxxx Subject: [THIN] Re: OT: Recommendations for Decent Affordable Help Desk Depends on who you talk to. Some say 1 per 50 is minimum, others says 1 per 100 is adequate, and some say 1 per 150 is plenty. Depends on the knowledge of the end user and the type of apps supported. If all they use is MS Office and IE , you can get away with far less staff then if there are a set of other apps that need to be supported, like HR, Accounting, etc. -----Original Message----- From: thin-bounce@xxxxxxxxxxxxx [mailto:thin-bounce@xxxxxxxxxxxxx] On Behalf Of Jason Patten Sent: Friday, January 30, 2004 4:48 PM To: 'thin@xxxxxxxxxxxxx' Subject: [THIN] Re: OT: Recommendations for Decent Affordable Help Desk On average what is the ratio of helpdesk to users(active/concurrent)? Right now we have almost 2500 users, but peak at about 250 on at any one time. And while I am the Only "official" tech support, we actually have about 3 people who answer questions. I do the tech support, the other 2 mostly answer Accounting questions about the software 670,616,629 mph. Its not just a good idea, its the law. -----Original Message----- From: Roger Riggins [mailto:roger.riggins@xxxxxxxxxx] Sent: Friday, January 30, 2004 4:44 PM To: thin@xxxxxxxxxxxxx Subject: [THIN] Re: OT: Recommendations for Decent Affordable Help Desk Holy IT people, Batman! -----Original Message----- From: thin-bounce@xxxxxxxxxxxxx [mailto:thin-bounce@xxxxxxxxxxxxx] On Behalf Of Steve Snyder Sent: Friday, January 30, 2004 3:24 PM To: thin@xxxxxxxxxxxxx Subject: [THIN] Re: OT: Recommendations for Decent Affordable Help Desk --- Evan Mann <emann@xxxxxxxxxxxxxxxxxxxxx> wrote: > How about Track-It! (now being developed by Intuit since they baught > Blue Ocean). Not sure what it would cost for 60 users. Thanks! > > On an unrelated note, you have 60 help desk personal for 2000 > employees? > Wow. No no, we don't use os/2 here! :) We just have 5 help desk personnel, but 55 IT people take their calls from the help desk software, so 60 total users of the software supporting 2,000 users. 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