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Help Desk Call Mapping

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by billy henderson

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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.

3 replies

by nicknielsen

You could check at helpdesks.com. They have comparison charts for helpdesk software, but I can't see where geographic location is one of the criteria they check.

 
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.

by charliespencer

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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