Discussion on:

Reverse the help desk as a cost center perception

What is a recomended solution for a small SME (300+ users) to track help desk calls and to store and track CI items and changes?

Alan, I used Remedy Magic. It did everything, but was a pain in the butt. I also wrote my own using asp 2.0 that did everything I needed. However, I have been looking at new systems recently. I will get a Blog post out by next week with specifics on what to look for, what to avoid and some pointers to products. Thanks!

Jay

from live chat with help desk staff online to email support tickets.:

http://www.craftysyntax.com/
http://www.helpcenterlive.com/
http://www.osticket.com/
http://www.phpsupporttickets.com/

two others have disappeared as far as getting them from he creators go. mirror searches might get the last release of them.

We use Microsoft Sharepoint services (this is free with server 2003) There's a template you can download and customise to create a helpdesk system.

I would like to know more about the template you spoke of. The organization I work for is currently in the process of setting up Sharepoint services. I'd like to know what you did regarding using sharepoint as a helpdesk tool.

Thanks a bunch!

Good article. There's a lot of companies that don't utilize the information available through the ticketing system.

I'd like to emphasize your points on centralizing the IT information for the entrerprise into the ticketing system. Specifically the machine configuration, software licensing, and warranty information. Being able to isolate which machines will be impacted by an upcoming rollout is essential.

Help Desk = Client Service = Future SALES Revenue to me.

bad help desk = bad client service = lost sales.

simple equation.

The Help Desk is where the company has the best opportunity to create positive relationships with clients that will keep them as clients for a long time.

For an internel IT help desk, it's a good thing if it is perceived as a cost, since that can be used as an argument to use a more reliable application over the current one, fewer calls for IT support = lower cost to run the department.

edit: typo