I’ve been watching the thread about what information should be included in a help desk ticket and a side thought occurred to me. The issue of tracking software. Should it be web based? How many techs out there now would better make use of access to their tickets from a smart phone? Should it tie into stock systems in manufacturing?
What do you use? What industry(ies) do you service?
How well does the software meet your needs?
We use a home grown PHP, perl, mysql hybrid that, while easy to modify when needed, must be maintained and upgraded on occasion. An off the shelf solution may be less expensive and less time consuming in the long run.
