Software for managing a support department
We would like to upgrade the IT system in our support department, .. does anyone have a suggestion for a system that will provide:
> Track any incoming trouble calls or requests for work
> Allow submission of "tickets" by email
> Assign those calls to an individual for dispatch
> Send notification of "tickets" by email to the dispatchee
> Allow that individual to record notes on time spent and what transpired
> Permit escallation to another person/helper
> Allow periodic time reporting for export to a billing system (CSV, ?)
> Provide a way to record each record as complete *AND* billing status
> Maintain historical archives by client, of course, and also <?> provide
a way to link to a Wiki or knowledge base for recording technical notes to share
The application should be web based, and must run on Linux, BSD, or another free software environment. A standard web browser must also be supported (e.g. Firefox or Opera), and any client-side logic should be AJAX or similar.
Good Answers (3)
We use RT - a powerful and highly customizable system. It does all of the above but time and billing status reporting (I am not sure what billing has to do here). Linking to a wiki as well as the other functionality can be easily added with its "scrips". It raises flexibility to a striking level.
Links:
I have successfully modified an open source system called SCARAB. It is designed to track the bugs/issues, but we have also extended it to track clients/projects/issues/activities/support calls/collaboration etc.
It's a Web (Java Servlets) based system that uses Apache Tomcat and Velocity and can be used with any relational database (we use mySQL) and is open to any kind of reporting.
Available for free at http://scarab.tigris.org
-Regards,
Div
Links:
For this category of tool, I think the most important thing is that the tool be as simple as possible to understand, deploy, and modify, and that it be done in a technology that you yourselves understand, or can easily learn to understand as necessary.
If you're a java shop, maybe Jira from Atlassian will suit you. I've extended RoundUp as a python developer to do what is needed in some cases.
Support workflows change with the workload, scaling, and product / customer type shifts. This means you need to be able to change your tool to do new things, or have a relationship with your tool provider where they will do that.
More Answers (16)
David B
Lead Test Engineer, Agile Tester and general breaker of software!
Best Answers in: Software Development (5), Web Development (3)
I would recommend using something like Fogbugz.
It does everything that you want and more. We use it for Development, Support and Services work. It has a wiki built into it so it is easy to share information between teams.
They give a 45 day free trial on their site so you can see how it works.
Links:
Jay S
Technical Trainer and Documentation Specialist
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"HEAT" worked very well for me at a previous employer ---
Hi,
We use ReadyDesk and have been very pleased with it.
http://www.readydesk.com/
I also found SysAid (http://www.ilient.com/) which claims to run on Linux, though I have no experience of using it.
Links:
Rightnow (a hosted solution) does all of the above and in addition allows chat interaction, an FAQ for the user/customer community, and a way for the customers to view the status of their open tickets and update tickets. Amdocs has the functionality you describe above, however I am not sure of the backend platform.
Vinay J
Asst. Manager Business Development
Best Answers in: Offshoring and Outsourcing (1), Computers and Software (1), Databases (1), Information Storage (1), Software Development (1)
Hi in my organization we use Sharepoint Server and it takes care of everything that you have mentioned. We ourselves have deployed this as we are an software development firm and have expertize on it. let me know if you need more information.
regards,
Vinay
Amanda H
I-Tul: Custom Business Software & Web Development
Best Answers in: Project Management (1), Computers and Software (1)
I recommend at Kayako. We love it and get great feedback from our clients on the ease of use.
Links:
Hi,
I recommend Onyx solution
Links:
I would suggest using TopDesk.
http://www.topdesk.com/nl/home
Dutch software, but webbased, very flexible and possibility to develop extra custom modules.
Links:
Thommen (Tom) T
Instructional Resource Technology Manager at Austin Community College
Our IT Department uses Numara that has the features you are looking for, http://www.numarasoftware.com/products.asp . These features are ITIL based and may be the way to go.
Links:
I have used many ticketing systems at numerous companies including:
heat
remedy
ServiceCenter
Jira
I have never found a tool that is very clean for a simple implementation but I haven't used many non-enterprise type programs either.
Remedy is the one I'm most familiar with and it's quite an adaptable platform based on your business needs, but unless it's properly implemented it's a waste of your time, so make sure you have a good framework in place before you decide on a tool. Just my 2 cents..
Ramesh B
Managing Director & Founder- Pegasys Information Technologies Pvt Ltd
Best Answers in: Enterprise Software (2), Web Development (1)
Hi Leland,
Try Adventnet's Support Center Plus.It has the following features
Salient Features:
* Self-Service Portal for customers
* Comprehensive Help Desk functionality
* Comprehense Account and Contact Management.
* SLA (Service Level Agreement) Management
* Track and Manage all product details with Product Catalog
* Easily searchable Knowledge Base
* Runs on both Windows/Linux machines
Hope this info is helpful. Do let me know if you need any further info at
bhandari(dot)ramesh(at)pegasystech(dot)com and I can help you.
Best regards,
Ramesh
Links:
TOPdesk offers all the things you ask for, worked fine for me: http://www.topdesk.com
Links:
for ITIL check out BMC they have a list of tools or a SaaS provider if you don't have/want to host it inhouse.
Links:
I've used TrackIT and it worked great for a small operation, I've used Remedy with custom flows and that was great for a large operation. Been exposed to others and was not very impressed and today I got an envelop in the mail to try out HelpSTAR 2008 it looks interested but since I am not in the ticketing tracking business does not apply to me. I suggest trying out the software packages that meet your technical requirements and budget and then make your final desition, do not take any ones word for it.
John R
Web Developer at Pelago and Owner, Pelago
Best Answers in: Computers and Software (2), Facilities Management (1), Business Analytics (1), Planning (1), Project Management (1), Small Business (1), E-Commerce (1), Enterprise Software (1), Wireless (1)
Check out Intervals. It is a web-based time tracking and task management system built with a traditional ticketing system in mind. You will find that its flow closely parallels the one you have described above.
