Help Desk Software

Jim_rubino

Reputable Poster
Hello everyone - I hope the day is a good one for you?

Off Topic:
We are searching for a Help Desk Software package to keep track of user calls and requests, allow for project requests to be submitted, track issue resolutions and be able to query or search these like FAQ's. We would love for the software to be iSeries or AS/400 based but Windows Servr based would be ok too.
Does anyone use such a software or have any suggestions?

Thank you,
Jim Rubino
Fike Corporation
 
I really like Jira. I don't administrate it but one of our vendor support group uses it and it very easy to use, flexible and easy to organize at least for me as an end user of it.
 
Check out 360 Facility. We were early adopters and have used their products for years. And if you are interested in charging export formats are already available for z file upload as well. They know JDE.

Regards,

tarkan
 
Jim. Eric Lehti here.
http://www.softlanding.com/Products/TURNOVER-ExpressDesk.aspx
TURNOVER® for ExpressDesk v100 - Issue Tracking/Helpdesk

TURNOVER® for ExpressDesk v100 is a comprehensive issue tracking solution, combining browser-based end user self-service with TURNOVER®'s full-service IT Helpdesk for a corporate-wide system that makes the most of limited resources. End users get a fast, easy way to find answers to their own technical questions, enter requests, and track the progress of their issues without tying up tech support personnel. Meanwhile, your IT staff can concentrate on solving difficult problems in record time.
TURNOVER® for ExpressDesk v100 optimizes technical support efficiency so you can service your customers quickly, focus more on priority issues, and leverage the information users provide to improve your software applications.

Requirements

Midrange IBM Power5+ or later

Operating System i5/OS or later




TURNOVER® for ExpressDesk v100
TURNOVER® for ExpressDesk v100 - Issue Tracking/Helpdesk
If your company is like most today, your IT department must accomplish more with fewer people. Despite everyone's best intentions, end users may not get answers to their technical questions as quickly as they need them, and IT professionals feel as if they spend an inordinate amount of time dealing with minutia instead of tackling critical projects.

TURNOVER® for ExpressDesk v100 is a comprehensive issue tracking solution, combining browser-based end user self-service with TURNOVER®'s full-service IT Helpdesk for a corporate-wide system that makes the most of limited resources. End users get a fast, easy way to find answers to their own technical questions, enter requests, and track the progress of their issues without tying up tech support personnel. Meanwhile, your IT staff can concentrate on solving difficult problems in record time.
TURNOVER® for ExpressDesk v100 optimizes technical support efficiency so you can service your customers quickly, focus more on priority issues, and leverage the information users provide to improve your software applications.


An Extension of TURNOVER® for iSeries v100

TURNOVER® for ExpressDesk v100's end user self-service and helpdesk modules tie directly into TURNOVER® for iSeries v100' project management and change management systems. Built by the same development team, they all share the same reliable System i database, so users enter requests once and all details are preserved throughout the entire development cycle. Requests flow smoothly from end user to tech support to development. When a task is complete, TURNOVER® for iSeries v100 messages everyone involved, including the original requestor, to close the loop.

This fully integrated helpdesk and change management solution ensures that all information regarding software changes to any of your applications, regardless of platform, is in a single database - a tremendous benefit for businesses facing compliance audits.

TURNOVER® for ExpressDesk v100 consists of two modules - full-service helpdesk for technical support professionals, and browser-based self-service for end users.
It also takes full advantage of inherent System i security and reliability, and supports efficient maintenance, back up, and recovery.
 
Take a look at:
http://mantis400.com/mantis400.htm
http://mantis400.com/
FREE Help Desk Software runs on the System i (AS/400)
FREE Installation Support...

MANTIS/400, is a System i-specific adaptation of the popular "Bug Tracker" MANTIS Help Desk. Now, Mantis runs NATIVE on the System i, using native PHP, available FREE from Zend here.

GNU GPL Open Source license is FREE FOREVER
Create/manage Internal/External Support Issues
Any web browser, any client operating system
E-mail notification as Issues are managed
Uses native DB2 under i5/OS
Data usable from RPG, Query, COBOL, SQL...
Did we mention FREE software and support?
and lots more...

PHP applications all require installing the FREE Zend Core™ for i5/OS software available here for V5R3 and V5R4.
http://www.mantisbt.org/wiki/doku.php/mantisbt:features
http://www.itjungle.com/fhs/fhs103007-story02.html
 
We use FootPrints by Numara Software. It is handling both our application support desk and our desktop support desk. It also allows for 2nd level support escalation.
 
c.Support for IBM/Domino
GWI Software
c.Support is a help desk/customer support application that runs on Domino servers such as the System i. It features an incident-management system that helps IT track related issues and tasks, provides built-in incident templates for frequent or recurring issues, and includes a survey questionnaire feature, automatic escalation procedures, and workflow routing capabilities.
gwi.com
http://systeminetwork.com/article/system-i-it-help-desk-applications-product-roundup
 
GS/HelpDesk
GroupSoft Systems, Inc.
GS/HelpDesk is an internal IT help desk solution for Lotus Notes/Domino and the Internet. It features incident- and problem-management capabilities, support for access via mobile e-mail devices such as Blackberries and PDAs, automatic incident-priority assignments, multiple escalation levels, predefined workflow functions, and automatic generation of activity audit trails.
groupsoft.com
http://systeminetwork.com/article/system-i-it-help-desk-applications-product-roundup
 
Service Desk for Lotus Notes
Basic Business Systems, Ltd.
Service Desk for Lotus Notes runs on Domino servers. It lets help desk and call center personnel log queries and complaints and resolve them via call logging, routing, resolution, and best-practice responses. It also includes Service Desk Knowledge Base and Service Desk Document Creation and Management modules for handling help desk-related activities.
basic.co.uk
http://systeminetwork.com/article/system-i-it-help-desk-applications-product-roundup
 
Visual|Help Desk
Datawatch Corporation
Visual|Help Desk leverages the Lotus Domino platform to provide a web-based help desk and call-center solution. The application reduces technical personnel time involvement by providing templates in which end users can enter their own requests and by offering custom-made home pages for each help desk technician that includes requests routed to them and IT announcements. If a technician can't resolve a problem, Visual|Help Desk guides them through an escalation process. The solution also fully automates help requests that may involve multiple personnel, such as equipment requests for new hires, terminations, or employee relocations.
datawatch.com
http://systeminetwork.com/article/system-i-it-help-desk-applications-product-roundup
 
We use a product from FrontRange Solutions called ITSM. We used to use Heat.

Patty
 
Back
Top