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Helpdesk software recommmendation?

Started by griffenjam Mar 3, 2006 at 1:55 PM 2 replies 1k views

Original Post

Mar 3, 2006 at 1:55 PM

I need to purchase helpdesk software for the department I work for in the UC (University). I'm looking into packages and am at the end of my rope. I can't find anything really great that meets our needs and am turning to the one source that always knows a bit about everything. I need a helpdesk package that can trakc trouble tickets, has user createable field for things like fund number, and can assign a monetary value to technicions time, AND print invoices AND generate reports about who is doing what for who and for how much money. A tall order I know, but I'm aginst the wall and can't find a solution.

KaptainKomunist

Mar 3, 2006 at 2:41 PM

When I was a helpdesk monkey, we used HEAT. It works prety well.

http://www.smasystems.com/
http://www.targetfour.com/hd/products/heat/

Maega

Mar 3, 2006 at 9:04 PM

At my college, we use Datatrack

It does everything you want except for the user created field. I do not believe it supports that. I've never found that option anywhere.

Edit: Must be because we use an older version. Right there on the screenshot is a user defined field thing.

griffenjam

Mar 6, 2006 at 3:27 PM

Thanks for the info. Can you configure how datatrack looks at all? Some of the fields seem to be obnoxiously long for the data they are collecting (e-mail field streching the width of the page...).

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