Helpdesk Software

**corturbra** · October 7th, 2004, 10:47 AM

Anyone use any? Have any recommendations? We've tried using the 2003 SBS one, but its a bit pants/basic....

**King Grover** · October 7th, 2004, 11:07 AM

this si the 2nd job where whe've used HEAT software by Bendata and one of the other ones I've used was Remedy. I like HEAT teh best.

**corturbra** · October 7th, 2004, 11:11 AM

Originally Posted by King Grover

this si the 2nd job where whe've used HEAT software by Bendata and one of the other ones I've used was Remedy. I like HEAT teh best.

Cool, any links/pricing at all? thanks

**GreenGrime** · October 7th, 2004, 02:29 PM

I started using HEAT today.

Got the dept. email saying that the system was up and running, and that we were to enter call into it from now on.

The problem is, I was out when the training was given, so I can't say if I like it yet.

King Grover, do you have any resources I could use? Links or whatever wuold be fine.

**SirWise** · October 8th, 2004, 10:41 AM

I've used both HEAT and Remedy. Heat is much more user friendly. It lets you refrence old tickets and reopen them better. You really can't RE-open a ticket in Remedy, you just piggyback one ticket that refrences another.

I use the Latest heat running off the lattest Oracle.

**Pluto** · October 12th, 2004, 04:26 AM

We use Heat here - it's pretty good but I would like to go on their training course to really see what it can do. Has a nasty habit of freezing a couple of times a day...

**confus-ed** · October 12th, 2004, 04:41 AM

Lots of folks 'just knock up their own' with access or whatever, many of them I like better than commercial stuff !

Here are we looking for s/w to just monitor progress or do you want some kind of expert system too?

This is maybe worth a couple of minutes 'skim' ?
note this quote

..The help-desk market is vast, with as many as 200 vendors selling products that manage calls, issue trouble tickets, and solve problems..

(there might be more, & if we include diy .. there is !

)

**corturbra** · October 12th, 2004, 04:57 AM

To be honest just something to keep track of calls, that will assign a call number. Too many calls getting 'forgotten' about....

Will check out the link

**confus-ed** · October 12th, 2004, 05:32 AM

Originally Posted by corturbra

To be honest just something to keep track of calls, that will assign a call number. Too many calls getting 'forgotten' about....

Get them DB skills brushed off then

(or nominate someone who has some) this is diy material for anyone moderate to well skilled, some forms & whatnot & you are away, complete documentation should be easy too then no legacy or bespoke s/w moans as you do it with whatever you've got db wise already - depends a bit on organsistion but not so hard, its just actioning follow up correctly ?

How big & whatnot ?, an access db mayn't be any good for 100,000 a day

**corturbra** · October 12th, 2004, 05:34 AM

Originally Posted by confus-ed

Get them DB skills brushed off then

(or nominate someone who has some) this is diy material for anyone moderate to well skilled, some forms & whatnot & you are away, complete documentation should be easy too then no legacy or bespoke s/w moans as you do it with whatever you've got db wise already - depends a bit on organsistion but not so hard, its just actioning follow up correctly ?

How big & whatnot ?, an access db mayn't be any good for 100,000 a day

Yeah I'll pass onto someone who likes solving problems.... I don't mind designing and the initial writing but I hate the diagnosing when it all goes pear shaped. Never been one for the programming mind!