Discussion on:

FootPrints offers an impressive Web-based help desk solution

Sorry, but I can?t find the "call-tracking software evaluation toolkit" in the download section. Could you please give me the complete link?

I glad someone else can't find it either. I thought I was a dunderhead because I could not find the "call-tracking software evaluation toolkit". Please provide a more direct and complete link.

Here is the link to the Call Tracking Evaluation Toolkit:
http://techrepublic.com.com/5129-6249-10219695.html

Everyone,

I apologize for the difficulties you are experiencing with this TechRepublic download. On Sunday, July 3rd TechRepublic was moved to a new platform. Despite months of preparation and weeks of testing, a few unexpected problems did appear after the migration?one being that members where not able to access some downloads.

We are working to resolve this issue as quickly as possible and as a result many of the affected downloads are now available. Please try to retrieve this download again. If the download still fails, please be patient as we hope to have all downloads fully functional very soon.

Again, I apologize for the inconvenience and thank you for supporting TechRepublic.

Sincerely,
Bill Detwiler
Senior Editor, Technology
TechRepublic

If you're operating on, shall we say a less robust budget, check out Track-Free. It's, as the name implies, free and has all the features. It is not run from the web, but has web enabled features. Really awesome program. I use it where I work to track problems with the website, open requests for graphic design work and other things like that. www.trackfree.net - it's worth checking out!!

Fully read the license agreement which is displayed on the install screen and I am sure you will decline and cancel the software install.

Unless of course you want pop up ads and who knows what else sent to your systems. Only they truly know what information they are transmitting back to their systems. There is not any free lunch for sure.

Dear Janice Ward

My experience as a contact center manager is that it is very good that you have the best tool to handle the calls

I used Siebel.

The point is that you need to resolve problems in a "higher level"

Which means use a technical tool that truly diagnose the problem and solve it.

The situation today is that you need a very skilled tech support person to ask many questions until he find a solution. And if he is not skilled enough than you transfer the call to another agent

I saw a product that can give the agent a view of the customer files without the ability to access the files and find the problem in a minute and solve it.

The point is that I am not so sure that the customers will agree to let you see his technical file description .

From your experience, did you know such products ?

John Yarom

We implemented footprints over a year ago. It is a worthwhile tool. It is not a 'fix it' program but a project / ticket tracking program. We've setup several categories, one for PC tickets, one for software development, one for facility maintenance, one for web design among other categories. Users can log in and sign off them selves on a ticket if completed to their satisfaction. it sends email summaries when the ticket is changed to involved users. It provides an invaluable trail of notes on what occured fixing or developing something.