[Technical] Do you use a helpdesk system or just regular email for user-support and job tracking?

[Tisdall, Tim]

Paul,

We've been using OTRS for the past few years. It includes all features 
that you've mentioned and hasn't shown any sign of problems.

Cheers,
Tim

Paul Williamson wrote:
> Hi again,
> 
> We have been using a program called Public Folder Helpdesk made by
> Kalmstrom for the last 3 months and it's gone from buggy to worse
> (crashing, ticket id's duplicated, emails get filed under the wrong
> tickets etc.).
> 
> We used to just use plain outlook, then assign a category/colour per
> email to assign who would complete that job.
> 
> The problem we found with using outlook was that if we wanted to add
> notes just for the helpdesk staff, there was no way to do this. This was
> the main reason we looked at a helpdesk system - A way to share
> information between helpdesk staff without complicating the experience
> of the requesters. 
> 
> Reasons we looked at using a helpdesk system:
> - Allow helpdesk staff to make notes on each issue so other helpdesk
> staff could follow it up if required
> - Easy tracking of sent and received emails per issue
> - Gather statistics on the types of problems encountered and time spent
> on them (not a primary requirement)
> 
> I'm interested to hear what you use in your school to manage emails from
> staff..
> 
> Thanks!
> 
> Paul Williamson
> Huntingtower School
> Mt Waverley, Victoria
> 
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