We had a help desk application that ran under Domino that worked great. It's only down side was some of the reporting that the Executives said they wanted wasn't easily available in exactly the format they wanted.
A representative / trainer from this company came in to train us on how to better use the product and did a dog and pony show about how much better their Windows version of the product was. Said they weren't going to be updating the Domino version as they didn't see a big market for future sales, blah, blah, blah. Long story short, they convinced us to "upgrade" to the Windows version for "free." Big joke there, we found the licenses were more expensive when we needed to purchase additional. The license renewal is the same cost as a new license. And the biggest pain is we have problems every week with one thing or another in this product.
My question is: What do you use? Are you happy with it? Do you have any suggestions for us? We want to do research before our renewal is due so we can make a change if we can find a product that will do what we want and need.
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1 Karl-Henry Martinsson Permalink We (well, actually I) wrote our own help desk system in Notes. I had developed an application previously, and after i started at my current job, I modified it and have been improving it over the years.
Might ask my boss if I can post it to OpenNTF...
2 Christian Tillmanns Permalink Have you checked Help! or other stuff on openntf.org.
3 Chris Mobley Permalink Check out c.support from GWI (www.gwi.com). It's been a couple of years since I used it, but it was a pretty full featured Helpdesk App.
4 Debbie Farley Permalink @ Chris, Thanks. Actually that is the product we are using. Really liked the Domino version... not so much the Windows product.
5 Thomas Schulte Permalink We use !!HELP!! (well this should not be astounding)
While !!HELP!! itself is mostly pointed at Incidend and Problem
Management, we have some things in the pipeline for Change
Management, Asset Management, SLA's and even Test Management but
these are not out there in the wild.
What we do not do is knowledge managment because we found out that
putting efforts into that is almost always a waste of time.
Something !!HELP!! does not have also is a web frontend and
"Customer Self Service" is also not incorporated which does not
mean that it cannot be done.
Reporting can be done in different ways. Even Graphical if you use
ddCharts
6 Debbie Farley Permalink Thank you all for your suggestions. We are currently trying to determine if the problem is a configuration setting or hardware. Either way it's a royal pain when you can't connect or get an error screen when trying to update a ticket.