Windows Support Desk Ticketing Systems

Discussion in 'Software' started by airchie, 17 May 2007.

  1. airchie

    airchie What's a Dremel?

    Joined:
    22 Mar 2005
    Posts:
    2,136
    Likes Received:
    2
    Guys,

    We are getting to the point at work where we'd like to get a support call logging and ticketing system.

    Anyone here used these at their jobs and have any suggestions on good systems?

    We're a small company so don't really want to spend a fortune on an all-encompassing system that's OTT for our needs.

    Open-source free systems would be particularly cool. :)

    Thanks in advance. :)
     
    airchie, 17 May 2007
    #1
  2. Atomic

    Atomic Gerwaff

    Joined:
    6 May 2002
    Posts:
    9,646
    Likes Received:
    94
    Last edited: 17 May 2007
    Atomic, 17 May 2007
    #2
  3. airchie

    airchie What's a Dremel?

    Joined:
    22 Mar 2005
    Posts:
    2,136
    Likes Received:
    2
    Cool, thx atomic... :)

    You used any of these personally?
     
    airchie, 17 May 2007
    #3
  4. Atomic

    Atomic Gerwaff

    Joined:
    6 May 2002
    Posts:
    9,646
    Likes Received:
    94
    nope, looked into using one in my last workplace but decided outlook worked ok as it was.

    Now I use a ruled white board!
     
    Atomic, 17 May 2007
    #4
  5. RickDawson

    RickDawson Minimodder

    Joined:
    29 Mar 2006
    Posts:
    629
    Likes Received:
    4
    RickDawson, 17 May 2007
    #5
  6. Atomic

    Atomic Gerwaff

    Joined:
    6 May 2002
    Posts:
    9,646
    Likes Received:
    94
    eSupport is hardly cheap!
     
    Atomic, 17 May 2007
    #6
  7. lcdguy

    lcdguy Minimodder

    Joined:
    25 May 2004
    Posts:
    2,336
    Likes Received:
    19
    you should checkout a product called Spice Works it's pretty cool.

    As for what i use at work it's probably over your budget since our system cost over 50 grand.

    But we use BMC Service Desk Express ( a scaled down version of Remedy)
     
    lcdguy, 17 May 2007
    #7
  8. OneSeventeen

    OneSeventeen Oooh Shiny!

    Joined:
    3 Apr 2002
    Posts:
    3,454
    Likes Received:
    2
    I wrote one for work that is uber basic, it just lets users type in their username (no password, so it is based on the honor system) then they choose a category the ticket falls under, choose a severity level, then it goes into the help desk pool.

    From there help desk people can accept the ticket, or a manager can assign the ticket to people, and then the help desk people can choose their own level of severity. (since users tend to hit "critical" a little too often).

    Then you can post follow-ups on it, and that's about it.

    It took a whole week to program, so I'm sure people around here could help you with your first coding project *hint hint* :D

    Or, I could see if the code is at all portable... I pretty much hard-coded it for our setup, but wouldn't mind stripping usernames, passwords, and file paths...

    That's also assuming you've got a php enabled webserver at your disposal. (at my new job I'm just using my office desktop as the webserver and haven't noticed a performance hit)
     
    OneSeventeen, 22 May 2007
    #8
  9. airchie

    airchie What's a Dremel?

    Joined:
    22 Mar 2005
    Posts:
    2,136
    Likes Received:
    2
    Cool, thx for all the help guys.

    I'm planning to go back to uni in Sept and quit my current job so I'll point them in the direction of one of the packages already mentioned and leave them to it... :D
     
    airchie, 28 May 2007
    #9
Tags:

Share This Page