100% completely NB - Outlook based help desk sofware advice?

[BlueChip]

Sorry, this is a completely non boaty question but I am hoping there is a techie here who can help

My company run a small tech support help desk.
We are also ISO9000 registered and use this for our incident (returns non-conformances etc) logging

At the moment we run a really unfriendly database package called 'HelpDesk' which works but is generally hated by everyone that uses it.

As we run Exchange server does anyone know of software that allow us to enter incidents, assign them to other Exchange users, log progress, remind us to take action and allow auditing stats on completed incidents to be prepared?

Thanks

 

[steve28]

this is the software that i can recomend highly, we use it everyday. good tech support aswell.

http://www.achieverplus.com/goachiever/w...0256F270040528E






steve

 

[1114C]

Do not know a whole lot about the set up of Exchange etc but we use
Microsoft Windows SharePoint Services 2.0 and it is pretty good

 

[TheoSr]

As a, now retired, QA engineer, I have been working with a data-base configured to satisfy all ISO 9000 requirements. It is called Q-pulse and it is made by GAEL. Their web site is http://www.gaelquality.com/site/0_home I have no personal interest in GAEL but was always impressed by their professional attitude and the Quality of their software. It will allow you to to enter complaints/non conformances etc. and follow them up. it has its own e-mail system but will also work through other systems. If you want more info, let me know.
Good luck,
Theo

 

[rwakeham]

If you've got a bit of cash try Magic from Remedy. Web based and easy to set up. More for IT systems though. Integrates with all emails systems

 

[asteven221]

I am the MD of a computer/telcomms service company and we have just installed a product called Ambercat, which is available as a free download at www.ambercat.co.uk. It's a full copy and all the manuals are available. If you like it just get your credit card out and pay them and you will receive a licence key to activate the product. It's pretty easy to use and from what I can see extrememly good value for money. It even has a web interface where you can give your customer direct access to there own job history, current jobs etc.... There is a knowledge base and it runs either on SQL or Access, depending on which version you want. We bought the top of the range version, which gives as full web browser access so we can access the system from any browser anywhere, 10 concurrent user licences. It cost us £1380 plus vat which is really dirt cheap for what it is. The starter package is £795 for 3 users on an Access dbase. Incidentally ours supports email, sla's, workflow etc.... all customisable. Hope that helps.