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Help Desk Call Mapping

By Billy Henderson ·
Our clients are spread all across the state and some calls are not as high a priority as others. I think a map displaying the calls would reduce travel times, since one could see all the calls marked on the map, and determine that one would be passing a location on the way to another call.

I was wondering if anyone is aware of a software package that would allow technicians to see the location of calls on a map display in real time.

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I don't know of any.

by NickNielsen In reply to Help Desk Call Mapping

You could check at <a href=></a>. They have comparison charts for helpdesk software, but I can't see where geographic location is one of the criteria they check.
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The only thing that comes to mind for me is plugging addresses into Google Maps and working from there.

Another option is to assign techs to specific geographic areas whenever possible. As the tech becomes more familiar with the area, he/she will be able to plana service route each day with minimal reference to a map.

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Google Maps gets us by (when we remember to check it)

by Billy Henderson In reply to I don't know of any.

Google Maps is partly what made me think of this and works - to a degree. No one takes the time to look at it before going on a call. I suppose we could get a large LCD display and hav displayed all the time. Maybe that would prompt us to enter the data and check it before leaving. I would just like some way to tie it in to the Help Desk so it would be automatic. We are about to receive Numera's TrackIt. Maybe a module could be written to work with that program.

Thanks for the response.

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Do you have a centralized help desk?

by CharlieSpencer In reply to Google Maps gets us by (w ...

They have computers in Oklahoma? :-)

Do your clients all call the same number to request help, or do they call the techs directly? If there's a central desk, that person could sort the calls by priority, and keep track of where each tech currently is. The techs could call in to get their next assignment. The person at the central desk could already have the directions to that destination on screen.

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Don't have any experience with it, but here

by Tink! In reply to Help Desk Call Mapping
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