Call Logging software for IT Support

mishy

I have just been given a task to find a cheap alternative call logging software for our IT department. We currently dont have anything in in place so any ideas would be appreciated. I have managed to find Easy Desk which looks quite good and costs about £30 per user does anyone have cheaper solution or used Easy desk and can recommend it. I work in small bank we recieve an average of about 50 calls a day and ideally most problems are resolved instantly whilst on the phone but sometimes some jobs go pending for a day or 2. We have also been asked to start recording all calls to avoid making unnecessarry calls to customers or forgetting to complete jobs.

hypnotoad

Smartticket (i think is the name - free i believe)
Spiceworks is awesome. It does help desk features.

sthomas

This is a good one in my opinion, it is what I use.

http://www.inet-sciences.com/pricing.html

Free for up to two techs, used to be 3.

mishy

thanks for the reply. I will play around with spiceworks because its free and also seems to have a lot of support. I could not find smart ticket or probably I did not search hard enough. If you find any other software PM me.

mishy

I have had a look at spiceworks and its a good piece of software but the only downside of this software and other similar softwares that I have come across is that they need to run on IIS server and some of them are actually hosted on the internet which is not ideal for me because I am working in a bank.

If you come up with any other suggestions let me know.

Sie

Depending how detailed you need it and how you need to manipulate the data have you concidered creating a Access DB.

Could be a viable option for simple call logging?

However for more complex use theres a open source product call RT (Request Tracker) it can be found at http://www.bestpractical.com/rt however it doesnt seem to have reporting capabilities so you would need to create the yourself against the MySQL DB it runs off.

RT Wiki is at:
http://wiki.bestpractical.com/view/ManualIntroduction

About RT
RT is about ticketing system for small- to medium-sized organizations. It is available under the terms of the GNU General Public License (GPL), so it doesn't cost anything to set up and use. We'll get into the technical features later, but for now, let's look at how RT might work:

Billy has a problem with his Bananamaster 3000, so he sends email to help@example.com
RT records the new issue in its database and sends Billy an electronic "ticket stub" containing the new ticket's ID number and, ideally, some helpful information. He can refer to the ticket stub if he needs to send another email later.
RT forwards Billy's email to a set of staff members.
One of the staff members, Jane, is the company's Bananamaster expert. So Jane takes over Billy's issue and drafts a reply to Billy, which RT automatically records and forwards to him.
Billy is a happy customer; Jane resolves the issue and heads down to the pub for a pint.

I havent used the above just had a quick search for you.

The ones we use here arnt free or are bespoke apps for clients.

liven

RT for the win!!!

leefdaddy

liven wrote:

RT for the win!!!

RT seems pretty cool, I'll be checking that out, we could use something where I work also.

liven

There is a good book on it:

Rt essentials


I think it is orielly books.


You can also run postfix or sendmail on the same box as RT and have tickets sent out by mail. Well actually you can do a lot more than that.

I ran it on fedora, but it might run on windows.

mishy

Thanks for the RT stereo I will try that out.