We also use Helpstar, but we've had a lot of issues with it. They advertise all these features, but when you try to actually use them, it breaks stuff - and when you call them for support they say "What, you mean you're actually using that feature? Oh, well we'll try to fix it then..." as if they were aware that it was seriously buggy but didn't care because apparently the majority of people that use Helpstar don't use those features.
But, it works most of the time so it ain't all that bad. Our parent company runs it as well, except they don't even use the web interface, which I thought was pretty silly considering how much it costs. ________________________________ From: Tom Miller [mailto:[EMAIL PROTECTED] Sent: Friday, January 11, 2008 1:29 PM To: NT System Admin Issues Subject: Re: Helpdesk Software We use Help Star here. Very flexible and cost is based on number of tech agents. >>> "Kurt Buff" <[EMAIL PROTECTED]> 1/11/2008 1:55 PM >>> Request Tracker, by Best Practical. GPL, very well respected. On Jan 11, 2008 8:03 AM, Kevan Dickinson <[EMAIL PROTECTED]> wrote: > > > > Hi > > I have been asked to look into upgrading our .helpdesk Software. > > We need to support about 250 users in the UK and 50 or so in other > countries. > > Our current system was written in-house and is based around logging calls in > access. > > We would like the users to be able to initiate calls by email or log them > over the internet. We would like it to include asset management of both > hardware and software if possible. Easy updating of calls is a must. If we > could click on the user who initiated the call and see all there details > including phone extensions or mobile number that would also be nice. A > purchasing module would also be good. Good reporting is also required. > > The system would also be used by our software developers so people can > report bugs in our in house programs and request updates/changes to our > databases. > > About 5 IT staff will be accessing the system, > > Thank you for your thoughts. > > Regards > > Kevan Dickinson > Network Manager > CMi plc > 23 Hanborough Business Park, Long Hanborough, Oxfordshire. OX29 8SG. > Direct Tel: +(44)1993 885661 > mailto:[EMAIL PROTECTED] > http://www.cmi <http://www.cmi/> -plc.com > > > > ************************************************************************ ******** > > ***Disclaimer*** > > The contents of this Email may be privileged and are confidential. If you > are not the intended recipient, any disclosure, copying, distribution or any > action taken or omitted to be taken in reliance on it, is prohibited and may > be unlawful. > > Should you wish to use Email as a mode of communication, CMi plc and its > subsidiaries are unable to guarantee the security of Email content outside > of our own computer systems. > > This footnote also confirms that this Email message has been checked by > MailMarshal for the presence of computer viruses. Whilst we run anti-virus > software, you are solely responsible for ensuring that any Email or > attachment you receive is virus free. We disclaim any liability for any > damage you suffer as a consequence of receiving any virus. > > Checkmate International plc (CMi) > Registered in England No: 1899857 > Registered Office 4th Floor, 35 New Bridge Street, London, EC4V 6BW > > ************************************************************************ ********** > > > > > > > > > > > ~ Upgrade to Next Generation Antispam/Antivirus with Ninja! ~ ~ <http://www.sunbelt <http://www.sunbelt/> -software.com/SunbeltMessagingNinja.cfm> ~ Confidentiality Notice: This e-mail message, including attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure, or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. ~ Upgrade to Next Generation Antispam/Antivirus with Ninja! ~ ~ <http://www.sunbelt-software.com/SunbeltMessagingNinja.cfm> ~
