[thelist] Web-based Help Desk software

[Anthony Baratta]

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http://ask.slashdot.org/askslashdot/07/07/29/1914203.shtml

-----Original message-----
From: "Ken Chase" raskenbo at gmail.com
Date: Mon, 30 Jul 2007 13:43:01 -0700
To: thelist at lists.evolt.org
Subject: [thelist] Web-based Help Desk software

> Hi.
> 
> I'm looking to implement a web-based system for tracking issues with,
> and providing support for, an on-line web application. The principal
> business objectives are to:
> 
> 1) Reduce internal workload
> 2) Improve client service
> 3) Centralize knowledge
> 4) Provide performance reports
> 
> The requirements have not yet been well defined but here's what I'm
> starting with.:
> 
> - Entirely web based
> - Preferably open-sourced (mySQL, PHP)
> - Ability to customize the theme (standards-based)
> - The internal support team will be small (10 people)
> - Ability for clients to submit a request from a web interface and
> have it become a "ticket"
> - Searchable user forums / knowledge base / user manuals
> - Collaboration (wiki like manual creation)
> 
> 
> I've considered using a combination of tools (cms, blog, wiki, help
> desk software, etc...) but I'd like to streamline this as much as
> possible. Being a newbie to this sort of thing (I'm a web designer)
> I'd really appreciate any advice.
> 
> Best!
> Ken
> -- 
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