bigjohnuk — Mon, 14 Aug 2006 12:51:25 +0000

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

someotherguy — Sun, 13 Aug 2006 23:12:13 +0000

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

andy206uk — Sun, 13 Aug 2006 16:46:28 +0000

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.