FOAK: Help desk systems?

Using the patented Mavis Beacon "Hunt&Peck" Technique, R C Nesbit

When I say "hire someone", I mean just that. In-house.

 

If you do that, you will probably end up with some kind of customised
lash-up involving VOIP and an open-source ticketing system. I think you
want to pay very close attention to what guarantees that the thing can
get fixed in short order (are you 24x7?).

 

well, even speaking as an former bespoke software developer, I would
still go by the maxim: "if you can buy it, don't build it".

hey, also, using the term "cots" is a little last century.

 

and hey, what tool are you going to use to track faults with your
fault tracking system?[1]

[1] if you really need to, I'd suggest IBM Rational Clearquest

 

I asked that very question here about three years ago and ended up looking
at HelpSpot. The company do a (one month?) free trial and we ended up
buying eight licences.

Very simple to install and manage. Very good it was too - worth a look, I'd
say.