Help on Helpdesk

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.

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

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

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

But you never know ...

Kees

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

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?

going here and maybe this will help you. If not, then try posting your new discussion here.

http://forums.cnet.com/5204-6122_102-0.html?forumID=44&tag=forum.fd


Rick