#111533 - 2004-01-09 01:26 PM
Helpdesk software - call logging, etc
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Breaker
Hey THIS is FUN
Registered: 2001-06-15
Posts: 268
Loc: Yorkshire, England
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Morning, all.
Quick query that I hope will produce a few responses to ponder on...
Just wondering what software packages are out there for helpdesk management type stuff - call logging, change control, asset management, purchase orders, etc.
At the moment, we use an Access call logger that I developed a long time ago when there were only three of us in the IT dept. Now we want it to do a bit more, and my boss has given me the choice between expanding our current solution or buying something off the shelf to do the jobs we want.
I've been looking at www.helpdesks.com which has some good info, but its not the same as using the software, or getting the opinion of someone who has.
So, what flavours of software have people got? What do they think of them? What do they do? Lay your recommendations at my door, if you please...!
Thanks in advance,
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Breaker
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#111534 - 2004-01-09 01:28 PM
Re: Helpdesk software - call logging, etc
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Radimus
Moderator
Registered: 2000-01-06
Posts: 5187
Loc: Tampa, FL
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we use Magic TSD from Mcafee
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#111535 - 2004-01-09 02:38 PM
Re: Helpdesk software - call logging, etc
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Kdyer
KiX Supporter
Registered: 2001-01-03
Posts: 6241
Loc: Tigard, OR
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We use Magic TSD with an outsourcer taking the frontline calls. Ackk..
Kent
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#111537 - 2004-01-09 03:08 PM
Re: Helpdesk software - call logging, etc
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Kdyer
KiX Supporter
Registered: 2001-01-03
Posts: 6241
Loc: Tigard, OR
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I have used Rex Remedy and Vantive in the past. Vantive is more feature rich that Remedy. We had Tech Support on side and Sales on the other. It was pretty cool stuff. They modified it to accept mail support too. Remedy was modified to use a CTI which was pretty cool too.
In my current position, before we outsourced, one of the guys I work with built an Access Db to do our calls.
Kent
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#111538 - 2004-01-09 06:19 PM
Re: Helpdesk software - call logging, etc
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Bryce
KiX Supporter
Registered: 2000-02-29
Posts: 3167
Loc: Houston TX
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I am using this right now...
http://www.liberum.org/
it is jsut a helpdesk/ticket tracker, but.. it is free  and opensource too!
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#111542 - 2004-01-09 07:50 PM
Re: Helpdesk software - call logging, etc
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ShaneEP
MM club member
Registered: 2002-11-29
Posts: 2127
Loc: Tulsa, OK
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You know...I dont really know. It has existed far longer that Ive been an employee here. I dont do any Notes administration (thank God)...So I couldnt tell you. I just close the tickets...Not sure how they were created... 
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#111545 - 2004-01-10 08:43 AM
Re: Helpdesk software - call logging, etc
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Kdyer
KiX Supporter
Registered: 2001-01-03
Posts: 6241
Loc: Tigard, OR
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Our Change Management software is homebrewed and is on a local Intranet Site (ASP Pages). It has been recently expanded so that anybody in the company can approve PCMs (Production Change Management requests). We are going on about three years now of having the system.
It was started as an Access Database > About a year ago it was changed over to SQL Server.
There is a list of Managers in IT to list.
Approvers are all IT Employees.
Two PCM Owners.
Kent
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#111548 - 2004-01-16 07:01 PM
Re: Helpdesk software - call logging, etc
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knutt
Fresh Scripter
Registered: 2004-01-16
Posts: 10
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Hey, there. I work for an IT company in Norway and we have purchased this product: http://www.frontrange.com/heat/ Heat offers custom views, the possibility of assigning cases to technicians/groups and it is all managed by a backend MS SQL server.
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