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Help on Helpdesk

by kristijay / October 23, 2007 4:53 PM PDT

I?ve been looking for a web based helpdesk support system. I have installed a new software in my system and I have been having trying to run a particular programme from it. I have not been able to find a solution for it. Can anyone lead me to a self help web based helpdesk system that can easily guide me?

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Helpdesk Software
by kristijay / December 16, 2007 5:20 PM PST

Thank You Rick,
I had a look at the link you suggested, it gives a very wide picture of the helpdesk software?s available. It would be good if you suggest a few suitable ones.

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Without requirements ...
by Kees Bakker / December 16, 2007 5:28 PM PST
In reply to: Helpdesk Software

it's impossible to suggest what's suitable for you and what isn't.

Criteria might include:
- price
- local support
- does it support your way of working
- functionalities needed (like: incident management, change management, problem management, configuration management; knowledge management; reporting)
- user group (like do you want your 'customers' to have a webform to report incidents and change requests or is it strictly for internal use in the helpdesk)
- needed infrastructure (Apache, IIS, MS SQL Server, MS Sharepoint Server, Exchange Server for communication with the customers)

Kees

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Help for Helpdesk software
by kristijay / December 16, 2007 6:43 PM PST

Kees ,
Thanks for the input
These guidelines truly help me decide my needs.
-As we are a small business organization, we would like to keep it least by cost
-Internal support for all employees
-Email integration with knowledge updates
-Reports that can be customized

I hope this would help me in getting the right choice of helpdesk software

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Re: helpdesk software
by Kees Bakker / December 16, 2007 6:52 PM PST

I'm afraid nobody will do the selection for you. Then there's some work in store for you.

But you never know ...

Kees

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Try this
by Lethesia / December 16, 2007 6:53 PM PST

Kristijay,
Maybe you could try Pathworks software. It is a free web based helpdesk service with email integration. It is also easy to use and has customizable fields. Pathworks also has a guided self service portal. It can also be scaled according to your company?s requirements.It has automatic updates. For more information, you could visit their site at www.pathworkssoftware.com

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bridgetrak
by Jeremy Irons / February 27, 2008 12:35 AM PST
In reply to: Help on Helpdesk

You may want to take a look at some suggestions from scriptlogic. They offer BridgeTrak.
http://dl.scriptlogic.com/landing/bridgetrak/default.aspx

I have some experience with this tool. It works quite stable and includes the most common features for a professional helpdesk system but for reasonable price.

If i'm not wrong scriptlogic now offers a complex helpdesk solution as well that includes 2 more tools in addition to bridgetrak: a tool for self password reset and a tool for powerful remote management. This big solution called Incident Management
http://www.scriptlogic.com/solutions/incident_management.asp

I think it looks very promising.
Hope this helps!

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Bridgetrak
by JasonCravens / April 18, 2008 5:39 AM PDT
In reply to: bridgetrak

Jeremy,
Do you have experience customizing BridgeTrak. I have some questions and cannot seem to find a suitable place to ask them in a forum. I am looking into customizing the search options and Using it to track in house inventory?

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You can try
by PudgyOne / April 18, 2008 6:23 PM PDT
In reply to: Bridgetrak
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