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Best FOSS Help Desk Software For Small Firms?
Nocts writes "I'm currently working for a moderately sized company that manages a large portion of its internal help desk questions through a Jabber-based chat room. What we're looking for instead is an open source, preferably Web-based solution that will give us the ability to have floor representatives queue questions and concerns in a similar fashion to BugTraq, directed at the help desk. Email capability would be preferred for elaboration of specific issues, but the more we can centralize everything into the queued system the better. Any recommendations and experiences? Just about any language is doable since I have the ability to configure and upgrade our servers and we're looking at about a user base of 100 people, with around 5-10 questions a minute."
He probably means he has 100 people running the help desk not 100 people using the end product.
Service, whether it's software, hardware, helpdesk, whatever, is very hard to generalize.
Everyone wants to do things their own way and everyone has some weird little set of extra requirements. So every package that's available has already choked to death and drowned in features that most people will not need.
You get web UIs with tabs containing tabs containing hundreds of fields, of which a typical customer will probably use about 2-5%, and they'll end up stuffing information into them that they weren't originally intended to contain.
I really can't think of an application domain that cries out for a completely custom solution in almost every case.
G.
We use RT and it works very well for us. We don't have a very high volume of tickets (we're up to about 14000 in 5 years, so only about 8 tickets/day on average), but RT is insanely flexible and customizable and has excellent e-mail integration.
Nice part of OTRS is the ability to set up caned responses that point to online docs that tell the user nicely..
STFU, RTFM you ID10T!
It has saved my company's sanity. I have about 30 canned responses setup to "remind" users that the answer is right there in the wiki, go there and read this, if you ignore us and ask again, you will get the same response over and over and over.
I also like how you can create rules to automatically fire them off to users based on keywords. If set up right OTRS will save your life.
Plus if you are forced to not have a linux server, you can easily find a windows install package that will do it all for you, installing the DB, apache and all other stuff to get it working in place.
Do not look at laser with remaining good eye.
Why don't you just setup a simple forum that people can submit to and anyone can answer. Then your moderators can not only answer for one person but other users can see the answers to their same questions. Thus reducing the number of questions.
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I always thought this was called "IRC".
... is a way to cut back on the questions. Seriously. Putting a better help desk system in place might solve the symptoms, but dude, at that kind of question rate your operation, whatever it is, has some kind of disease and that is what you need to cure. Something about that operation is very badly designed somewhere.
They want a helpdesk. One problem you find with support is that if you make support too easy, some people will stop thinking for themselves. When they can get instant answers to their questions, they just stop trying, they ask first without thinking. So I could see something where it's an immediate communication leads to a situation of people asking tons of dumb questions all the time.
Where I work, that's one of a number of reasons why we insist people send e-mail to the help desk. When they just wander in or call, they are prone to ask simple questions they can answer themselves because they expect an immediate response. When a response will take a little bit, they'll solve the problem on their own.
Sometimes I'll deliberately wait on a ticket, doing other first, if it is something simple I think they'll figure out. Often I'm right about this. We'll get something like "My printer is broken help!!!!" Then 15 minutes later "Oh it just wasn't turned on, never mind."
So ya I think IM based support is probably the worst you can have for that. At least with a phone people still have to call, maybe wait on hold, etc. With IM they can fire it off any time, even while doing other things, but it is still near realtime so they expect a response right away. That leads to a real brain shutdown in many people. They find it easier to just IM support rather than think about anything, so you'll get request after request.
Perhaps his small firm provides helpdesk services to other firms?
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As far as (l)users are concerned, the helpdesk is a database frontend.