Dan R. Herrick
Lisa Metz
ABSTRACT
The College of Engineering at Colorado State University provides computing support for a growing population with a shrinking budget. Help desk communications with our clients, such as problem reports and resolutions, was inconsistent. We had difficulty tracking trouble tickets, our staff collaboration tools were insufficient, and our response times were poor due to the lack of proper software tools. In an effort to provide quality customer service and support, we had to find a solid help desk software solution at no cost. We implemented Trellis Desk in August 2008 to replace our limited-capability open source help desk system. Since that time, we have achieved positive results. Response times to our clients have decreased, employee collaboration has grown, and client satisfaction has increased. We have better management tools including reporting capability, an overhead view of issues, and logical grouping of tickets. We will explain how an effective help desk software tool gives us the ability to better manage support for our clients by using the "right tool for the job".
- Middleton, I. "Key Factors in HelpDesk Success (An analysis of areas critical to helpdesk development and functionality.)" British Library R&D Report 6247, The British Library 1996.Google Scholar
- http://www.math.duke.edu/~yu/wreq/. WREQ -- a distributed request/problem tracking system.Google Scholar
- http://bestpractical.com/rt/. RT: Request Tracker -- Best Practical.Google Scholar
- http://www.otrs.com/en/. IT Service Management Software -- Free Open Source Help Desk -- Problem Management System -- Customer Interaction Software -- OTRS.Google Scholar
- http://www.accord5.com/trellis. ACCORD5 -- Trellis Desk.Google Scholar
Index Terms
- Effective zero-cost help desk software
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