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By gilman_sean ·
I am looking for a means to eval our help desk calls (ie where the delays are).
And a means to cat those calls hardware software etc and the standard to time to resolution......
we use heat nice software but no one knows how to really use it......

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by Village Boy In reply to Help desk

HEAT is a good software. You just have to go thru the manuals, you should be able to locate the method of how to eval your problem. Even you can call them for this kind of request...

I want to get a HEAT but management never approve the proposal .....

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by gilman_sean In reply to Help desk

The question was auto-closed by TechRepublic

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by Michael Mietlicki In reply to Help desk

We use Magic. It is highly customizable, calls are tracked and stored in a SQL database and can be queried in a number of categories including average time to resolution, problem areas (which can help identify problem techs .. yes, they do exist).It is a very good package. You may want to look into Remedy as well.

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by gilman_sean In reply to Help desk

The question was auto-closed by TechRepublic

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by eric.theroux In reply to Help desk

Have you tried to create Crystal Reports to get the information? I used to use Heat at another company, I've gotten fairly familiar to change things around. Give me some details, I might be able to help you more...

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by gilman_sean In reply to Help desk

The question was auto-closed by TechRepublic

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by bill_floria In reply to Help desk

I use a product called TrackIt from Blue Ocean Software. It allows you to track the time the call was received, along with other information about the call. It can also notify people if the call goes beyond a certain time frame. It costs $995 fora 100 seat license (5 administrators).

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by gilman_sean In reply to Help desk

The question was auto-closed by TechRepublic

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by mark.chiampi In reply to Help desk

I hate to sound like a wiseinheimer, but "first you open the book." HEAT is a really good helpdesk package with all kinds of features. Most helpdesk packages have time stamps that can be used to time calls and how long it takes for repairs to be carried out-- thus creating the type of report you need.

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by gilman_sean In reply to Help desk

The question was auto-closed by TechRepublic

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