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Call tracking and/or helpdesk software

By grbeckmeyer ·
I'm going to be managing a small network of approx. 30-35 users, and I'm looking for something to track problems and resolutions. I looked at the website for 'Liberum Help Desk' and that sounds like it might fit the bill, but just looking for other input. Until I've been doing it a while, I'm not really sure exactly what I will need beyond basic tracking of a problem and it's resolution, so I'm looking for something either free or VERY low cost. There are no Windows servers in this environment (and I'd like to keep it that way), so that will have to be ruled out as a system requirement.

Anyone using Liberum? Something better? Since this is subjective, points to any intelligent, informative answers.

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by Oldefar In reply to Call tracking and/or help ...

There is a database of vendors you can querey at http://www.helpdesk.com that allows you to select desired technical and data features and returns products that have these features.

The question becomes one of knowing your features. I suggest you give more thought to the "what" aspect first. Define your objectives, then define the requirements that support these objectives. Since you can track on paper, don't think about the application solution yet. Consider both inputs and outputs - especially if your data will be shared with others. What will they want to know, what information is important to them? This is a good point to apply a value figure to the tracking. Time saved, problems averted, performance enhanced, budgets justified.

Now you can look at the how. This is where application selection will become important. One of the factors will be cost, but knowing the value figure will help put a ceiling on this.

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by grbeckmeyer In reply to

I think I'm going to hold off for now until I can define what the needs are more clearly. I found there is already an Access database created by a former employee that will probably serve for now, and I will probably have the time to learn enough about Access to customize this once I figure out what I need. Thank you for the input.

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by JGlennCRP In reply to Call tracking and/or help ...

I researched Help Desk software for a 10-member IT group supporting >1000 users. I looked at everythiong from a US$1500 app to some costing >US100,000 plus installation plu training. In the end I bought AMBERCAT for $1500 and it did everything I wanted and more. Great support. http://ambercat.com/index.htm But as someone else suggested, do the comparisons. Ask each company/vendor to tell you why their s/w is best for you, THEN develop a Request for Proposal. Get what you need today and a little for growth.

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by grbeckmeyer In reply to

I think I'm going to hold off for now until I can define what the needs are more clearly. I found there is already an Access database created by a former employee that will probably serve for now, and I will probably have the time to learn enough about Access to customize this once I figure out what I need. Thank you for the input.

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by grbeckmeyer In reply to Call tracking and/or help ...

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