Help Desk Software

[gaf-mNDKBlG2WHs at public.gmane.org (Jerry Feldman)]

On 02/25/2011 07:14 PM, Chris O'Connell wrote:
> Can anyone recommend some open source help desk software?
>
> Obviously the software should be web based.  I also want to be able to =
run
> reports about closed items, open items, and who is assigned to what.
>
RT has been discussed before. http://bestpractical.com/rt/

Most help desk software should give you the reports you want, but you
also want the system to be usable by the people who are answering the
calls. Years ago when I was with a small company our customers would
call, and we didn't track them, but we decided to just keep a manual
phone log. One day one of our field people complained to my boss that he
never got callbacks. I got out my phone log and threw it right back into
his face. In any case, part of the issue is that you have to sell the
system to the people who will be using this. So, you might want to think
of setting up some incentives to use the product, whatever you choose.

--=20
Jerry Feldman <gaf-mNDKBlG2WHs at public.gmane.org>
Boston Linux and Unix
PGP key id: 537C5846
PGP Key fingerprint: 3D1B 8377 A3C0 A5F2 ECBB  CA3B 4607 4319 537C 5846



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