Managing Support Calls

[RBSTR]

Hi
I am the manager of a small team of three people.
In addition to software development we also all handle support calls relating to the software we have developed.
Problem we have is that we all have separate call lists. This makes it difficult for me to collectively review all open calls, to assess priority across all team members and thus difficult to delegate against our existing tasks.
I am going to suggest we merge all our calls into one list with a view that this would help me to review all the calls my team need to deal with and then reassign on a priorty basis to each individual.
Just wondered whether anyone had any suggestions/thouhts to offer

 

[philhege]

Are you using 1) no formal application; 2) a homegrown application, or 3) a canned app for your helpdesk function?

I'd bite the bullet and get something like TrackIT (

http://www.numarasoftware.com/demo.asp?src=google&trm=trackit),

which we use with great success.

If it's too rich for your blood, check sourceforge for open solutions.

HTH,

Phil Hegedusich
Senior Programmer/Analyst
IIMAK

http://www.iimak.com

-----------
I'll have the roast duck with the mango salsa.

 

[mrdenny]

Our helpdesk uses trackit. But because of the massive cost involved with licensing we wrote our own ticketing system that feeds into the trackit database. This way we can track all of our tickets, and the help desk can still get them to show up on there reports and they only have to look in the one app for the update info on the ticket.

Denny
MCSA (2003) / MCDBA (SQL 2000) / MCTS (SQL 2005) / MCITP Database Administrator (SQL 2005)

--Anything is possible. All it takes is a little research. (Me)

http://www.mrdenny.com

 

[RBSTR]

Thanks for your response.

We do use a support application with reporting functionality. It has some flexibility built into it.

I'll take a look at TrackIT. If anything maybe it would give me suggestions on how our own support software could be utilised better.

 

[Stevehewitt]

I've used a heavily customied version of liberium - and it's superb. Really good application that I'd recommend to anyone who is looking for a free, easy-to-use and powerful helpdesk system.

Cheers,




Steve.

"They have the internet on computers now!" - Homer Simpson