[techtalk] A bit o' tech advice..

Cynthia Dale silly at redhat.com
Tue Jan 11 11:45:31 EST 2000

I've used that before and have not had such happy luck.  It will "white
screen" at times, loosing info from the tech and/or customer.  I love the
way it's laid out and organized, and the way it works when it does work,
but if you don't want to lose information, don't use it.

On Mon, 10 Jan 2000 jennyw at griffon.personic.com wrote:

> In addition to selling software, RightNow offers a help desk hosting service
> based on Linux.  It's definitely not overkill, but it does cost money (not a
> lot if memory serves).  Of course, when I was dealing with them they were a
> tiny company.  They're bigger now, so I don't know ... www.rightnowtech.com.
> Probably better to call them at 877-363-5678.
> Jen
> ----- Original Message -----
> From: "Conrad Golightly" <acow at home.com>
> To: <techtalk at linuxchix.org>
> Sent: Monday, January 10, 2000 8:24 PM
> Subject: [techtalk] A bit o' tech advice..
> > I have searched far and wide for some free helpdesky type applications,
> and
> > it seems that there are quite a few. However, it appears that most of the
> > helpdesk packages don't really fit our company's needs.
> >
> > What I am *trying* to do is build a complete helpdesk package at work.
> >
> > I would like to plop down an icon on the user's desktop to let them enter
> > helpdesk calls via a web browser. I would like for these calls to be
> entered
> > into a database, and any of the technicians can open the call and assign
> > himself or another tech to the call. I would like to leave email out of
> this
> > entire solution. When the call is closed, to let the tech who handled the
> > call enter in extended information, which would then be saved into a
> > different database, giving us an internal 'knowledgebase' of sorts. Our
> > helpdesk spends an obscene amount of time documenting calls at the moment.
> > At present, people email the 'helpdesk' user, and the email goes to four
> or
> > five people. Then the call plays musical chairs as it is passed from the
> > official helpdesk guy around and around till finally the problem is
> resolved
> > and the call is closed. This is ludicrous. Commercial helpdesk packages
> > either are overkill, or, more usually, require very expensive licensing,
> or
> > both. Any advice? :P :P :P
> >
> > Thanks,
> > Conrad Golightly
> >
> >
> >
> > ************
> > techtalk at linuxchix.org   http://www.linuxchix.org
> >
> ************
> techtalk at linuxchix.org   http://www.linuxchix.org

Cynthia J. Dale
Technical Engineer/FAQ maintainer
Red Hat, Inc.


techtalk at linuxchix.org   http://www.linuxchix.org

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