Help Desk Software?
Our online business is growing rapidly and I want to get a help desk package to make support a lot easier and also take the load off me.
I have people who can sort through it and answer the general questions so I want a system where a person can log in anywhere instead of them going through all my email.
What do you think the best program is and have you used it or had any experiences with it.
Quentin
Add RSS Feeds to your website with this free software.
http://rssfetchlive.com/
andy206uk posted this at 16:46 — 13th August 2006.
He has: 1,758 posts
Joined: Jul 2002
I can't say I've tried any commercial packages, however the company I worked for developed our own in PHP/MySQL. The beauty of it is that it integrates perfectly with our customer interfaces (both client side and backend) and can be upgraded/modified as and when the need arrives without having to pay third party people.
If you use a third party system you'll find it hard to integrate with other areas of your business.
Andy
someotherguy posted this at 23:12 — 13th August 2006.
They have: 1 posts
Joined: Jul 2006
I am the developer of a new system called Trellis Desk. It is a powerful, clean, and user-friendly help desk system with many useful / advanced features. Best of all, it is free.
Announcement - Download - Demo
bigjohnuk posted this at 12:51 — 14th August 2006.
He has: 5 posts
Joined: Aug 2006
http://www.unipress.com/footprints/
I would recormend Footprints. This is web based helpdesk solution. It is easy to setup and use. Also you can create other request systems than just a help desk with in footprints. So you could have a help desk system for general support to users and then you could create another project/request system to control say software enhacment requests.
Footprints is packed with great goodies, customer suvery, customable forms. Here I use footprints for my helpdesk. We have about 900 help requests a month. Using the report functions within the application we can spot areas that we can improve on as a business.
The way it works for us is a user just sends an email to us, which automatically goes into footprints and creates a request for help. The user gets a reply back tellign them that someone will contact them soon. Our ICT staff farm the requests an woudl pick up the request for help. All history is recorded in the call. The ICT person adds more information to help with our reporting. Once the call is completed the call is closed. You can also record time taken againist the call.
http://www.unipress.com/footprints/ Have a look for yourself. Call them John is based in Isle of Man and is very helpful and would talk you through the product. You can use it in a number of different ways.
hope it helps.
John
Want to join the discussion? Create an account or log in if you already have one. Joining is fast, free and painless! We’ll even whisk you back here when you’ve finished.