Not sure if i need help desk program

[xxm3rd3rxx]

Hi what i am trying to do is this. I own a computer repair / network maintenance company and what i want to do is be able to enter new customers and track what was the problem they had with there computer,what was the action taken to fix the computer and what was the result of the action performed. Also i need something that can let me change the tieckt number from 1 or anything it starts at to ex:1234-4321. Any advice would help also if there is an open source it would help alot thanks.

[UrbanVPS-Jamie]

Do you have a budget or are you looking for open-source?

[xxm3rd3rxx]

well i was thinking open-source

[fwwebs]

Rarely do you find something that meets all of your needs, commercial or open source. I would suggest going to hotscripts.com, deciding on your programming preference, i.e. PHP, ASP, Perl etc., and trying a few helpdesk scripts. You'll be able to discount a few just by reading their description. Others will need to be installed to decide for or against.

Once excellent reason for going open source is the ability to take something that is close to meeting your needs and being able to edit the code to bring it that much closer. Many time commercial scripts are encrypted leaving you with very little ability to change the code.

Good luck.

[2WDH.com]

Hi xxm3rd3rxx.

Do you need your customers to be able to interact with you using that software? Or you just need to enter information about the problems, actions and resolutions by yourself?

[xxm3rd3rxx]

I just need to enter information about the problems, actions and resolutions ourself

[2WDH.com]

I just need to enter information about the problems, actions and resolutions ourself
In this case it looks like you should search for the issue tracking, bug tracking, or CRM (Customer Relationship Management) open source software instead of help desk. Try to search for that kind of software and check if that is what you need.

[xxm3rd3rxx]

thanks for the help

[2WDH.com]

You are welcome. Comparison of issue tracking systems that might be useful for you: en.wikipedia.org/wiki/Comparison_of_issue_tracking_systems

[sonixi]

Hi what i am trying to do is this. I own a computer repair / network maintenance company and what i want to do is be able to enter new customers and track what was the problem they had with there computer,what was the action taken to fix the computer and what was the result of the action performed. Also i need something that can let me change the tieckt number from 1 or anything it starts at to ex:1234-4321. Any advice would help also if there is an open source it would help alot thanks.

We have a few computer repair companies that use our product. You may want to try our demo/free trial if you have the time. Changing ticket numbers is not an option in our software though as our ticketing system expects to see a number in a specific format, and would not like the dash in the ticket number.

We do customizations at reasonable prices. About 30% of our customers end up customizing because as a previous poster mentioned... it is rare for a person to find an off-the-shelf software that does everything you need. Customization is usually required.

[adnanbhai]

Use WHMCS it includes Help Desk

[VisualVPS]

I think vtiger can give you what you want. Just check it out at: vtiger.com

[SeanSantiago]

My advice is to check helpdesksoftware.com where you can find a tool called Bridgetrak.

We've been using it for a long time and fully satisfied with the way it works. It's very easy to use, fully customizable to any environment and includes quite powerful abilities for issue tickets tracking.

By the way, I just got an email annoucing their "The Value of Help Desk Service in Today’s Economy" webinar on October,16 where they will be giving away 3 licences of Bridgetrak:

dl.scriptlogic.com/landing/bridgetrak/help-desk-service.aspx

[uptimer]

Try OTRS which you can find at otrs.org

This is open-source and they promised to even sonme ITIL processes (incident management, problem management etc)

[TechGuy1]

what about live chat like Livezilla?

[Hivelocity]

I would integrate a blend of all of the different options. WHMCS can handle your billing and such, the crm portal can actually track your customers and livezilla can let you interact with new visitors on your site. WHMCS does cost money to use and has most of the features that sugarcrm utilizes.

[Hydro_Host]

I think you should absolutely find a Help Desk script, free or paid, you need to have one. You need a very simple way for your customers to get in contact with you and monitor what is going on with current open tickets.

eMail isn't always the best route for this!

Also a knowledge base is good to have too!

[pacifichost]

kayako is best if you can afford it

[infrenion]

We recommend Vision Helpdesk - its far advance over Kayako or any other web-based helpdesk software.