[THIN] Re: Helpdesk support software - any ideas?
- From: "k9momof3" <k9momof3@xxxxxxxxxxx>
- To: <thin@xxxxxxxxxxxxx>
- Date: Tue, 4 Feb 2003 16:35:35 -0500
Hi! I thought I would put my .02 cents in on this one. I previously come
from an environment of just about 120 users and I can tell you that any type
of helpdesk tracking software is invaluable! Not only did it help keep
track of calls, but it allowed us to look over what previous techs had done
to resolve similar situations, saving us a lot of time. Also, we would have
users call one of us and if we didn't correct the problem in 5 minutes,
they'd call one of the other techs to fix the same problem, resulting in
wasted time. Once we had the calls logged, they couldn't get away with
that. Also, it made sure that we were all giving the users the same answers
on the same problems to help keep user confusion to a [relative] minumum.
LOL We developed our own little Access database to track everything.
HTH!!!
----- Original Message -----
From: "Mario Villarreal" <MarioV@xxxxxxxxx>
To: <thin@xxxxxxxxxxxxx>
Sent: Tuesday, February 04, 2003 4:32 PM
Subject: [THIN] Re: Helpdesk support software - any ideas?
>
> How many users are you managing? <posed to all who've responded>
> I currently just use the task list in outlook, but would love to get a
> better "tracking" tool. However, with just under 300 users, I'm not sure
if
> it is worth it.
>
> -----Original Message-----
> From: Schneider, Chad M. [mailto:CMSchneider@xxxxxxxxx]
> Sent: Tuesday, February 04, 2003 1:07 PM
> To: 'thin@xxxxxxxxxxxxx'
> Subject: [THIN] Re: Helpdesk support software - any ideas?
>
>
> We use HEAT.
>
> -----Original Message-----
> From: Paul DeHaan [mailto:wppad@xxxxxxxxx]
> Sent: Tuesday, February 04, 2003 3:01 PM
> To: thin@xxxxxxxxxxxxx
> Subject: [THIN] Re: Helpdesk support software - any ideas?
>
>
>
> We use Blue Ocean's Track-It! It has a pretty good feature set and good
> support.
>
> HTH,
> Paul
>
> >>> D.vanTurnhout@xxxxxxxxxxx 02/03/03 03:21AM >>>
>
> http://www.liberum.org/ has a free webbased helpdesk package.
> I've used it in a medium sized company and it works like a charm.
>
> Bye,
>
> Dennis
>
> -----Original Message-----
> From: Kevin Hopley [mailto:khopley@xxxxxxxxxxx]
> Sent: donderdag 30 januari 2003 14:54
> To: thin@xxxxxxxxxxxxx
> Subject: [THIN] Re: Helpdesk support software - any ideas?
>
>
>
> Quick responses....thanks guys, I'll have a look into them.
>
> Kev
>
> -----Original Message-----
> From: Stansel, Paul [mailto:Paul.Stansel@xxxxxxxxxxxxx]
> Sent: 30 January 2003 13:38
> To: 'thin@xxxxxxxxxxxxx'
> Subject: [THIN] Re: Helpdesk support software - any ideas?
>
>
>
> We use HEAT, but I'm not terribly fond of it.
>
> -Paul
>
> > ----------
> > From: Kevin Hopley[SMTP:khopley@xxxxxxxxxxx]
> > Reply To: thin@xxxxxxxxxxxxx
> > Sent: Thursday, January 30, 2003 8:36 AM
> > To: thin@xxxxxxxxxxxxx
> > Subject: [THIN] Helpdesk support software - any ideas?
> >=20
> >=20
> > Hi All
> >=20
> > Does anyone use or know of any good "off the shelf" or otherwise =3D
>
> >helpdesk support software. We are after something which will allow us
> =
> to =3D
> > create a support job sheet with an allocated job number, append =
> details =3D
> > to it, and allow users access to the job status over the =3D
> > internet/intranet from an internal web server, and of course allow us
>
> > =
> to =3D
> > create reports on customer/departments, open/closed jobs etc. =20
> > We currently use an access database which is OK but does have it's
> =3D
> > limiting features!!
> >=20
> > Thanks
> >=20
> > Kev
> > =
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