FOAK: Help desk systems?

Anyone know of a decent help desk system for a team of about twenty or
so?

Call recording, ticket tracking, escalation, a shit-load of other stuff
I haven't thought of, that kind of stuff.

 

can we assume you don't want to pay for it? There are a few around,
but I've not used them.

or, if you have cash money, then Remedy or USVD.

 

Using the patented Mavis Beacon "Hunt&Peck" Technique, darsy

We're happy to pay for it, we just need the right system.

I shall Google, ta.

 

And then tell Virgin Media about it .... absolute shower of ****''s.

28th of May - Moved house. Asked them If I could keep my webspace and
email address and get them transfered to my Mum's account at her
house. No probs they said.

Spent the last 10 days or so on the phone to one after another person.

Lost my webspace, or at least access to it, my email, both pop and web
have been disabled, and my mum's email has been disabled as well.

We've taken it in turns to phone then, spending up to an hour on the
phone each time, getting passed from muppet to muppet.

Last night mum was in tears after spending an hour going round in
cirles.

I cannot beleive that everytime we phone up we have to go through the
same thing over and over, and even if they pass us on, we have to
start from scratch again, I cannot beleive they can run a customer
support department with no way of recording call notes against account
numbers, or even just plain recording call notes.

All I want them to do is re-enable my mums email account, but they
cannot do something as simple as that.

Mucking Fuppets.

NTL/Virgin Media - Fine service for 12+ years now..... until they go
and completely balls it up and you have to get in contact with support
(sic).

I would heartilly recomend to anyone thinking of using them to avoid
them completely as I think they've treated us like shit so far, not as
customers.

<Rant Mode Off>

 

Remedy is more widely used (well, at least in the financial services
sector) but USVD is now pretty good - and the sales chicks are veh,
veh nice - I had a couple of them in bar of the Sofitel at Coeur
Defense one time - nice evening etc.

 

Purely out of technical curiosity, how does the integration with the
phone stuff work? Do you have to buy in a supported VOIP system?

 

I couldn't tell you the contractual, or in fact the technical details,
but at my previous employers we were already (Cisco) VOIPed up before
we implemented the latest version of USVD. It all just seemed to work
- it wasn't my department - I was in IT BRM rather than PMO.

 

What is it to manage IYSWIM. Support for what.

 

They wanted me to use, so I left

 

IT/Systems support then?

I use both Concept and OPTIM CMS. The latter is excellent but is really
designed for clinical equipment services. The former runs on both sites and
both telephone helpdesks use it. It seems comprehensive and reliable. You
will see from FSI's website where it is targeted and can decide whether it
applies (or not).

If you want to reduce or remove the overhead of telephone droids I can
recommend a company that does a good job. Small, responsive, affordable
(bulk contract or pay per call).

 

RT?
http://bestpractical.com/rt/

 

Using the patented Mavis Beacon "Hunt&Peck" Technique, Hog

Ah! Optim. I had forgotten that, I used to work with the company that
produces it, I'll give them a call.

We don't have "droids", and handing the support over to a third party
would be tantamount to suicide.

 

Remedy's good but it's kind of the SAP of help desk world. Needs loads
of setting up by somebody who knows or it'll just bog your help desk and
users down in loads of pointless screens and tabs.

 

Using the patented Mavis Beacon "Hunt&Peck" Technique, Mups

Eww...

Light is good here, I suspect.

We're toying with hiring someone to design and develop something
tailored to us. I have my doubts.

 

OTRS works for us at that scale.

http://otrs.org/
OTRS is an Open source Ticket Request System (also well known as trouble
ticket system) with many features to manage customer telephone calls and
e-mails. The system is built to allow your support, sales, pre-sales,
billing, internal IT, helpdesk, etc. department to react quickly to inbound
inquiries. Do you receive many e-mails and want to answer them with a team
of agents? You're going to love the OTRS!

 

Use what, Bruce?

The mind boggles.

 

Ah.
It wasn't my intention to put you out of work.

 

Of course you can CTI enable conventional exchanges, all the way back to the
R.Rio type kit. There is a whole bloody industry around it. If it supports
the appropriate expansion cards expect said cards to be WFM expensive. It
becomes a bottomless pit once you want customer messages estimating queue
times, autodialing, live stats screens for staff etc.

 

really, don't.

 

What he said.

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