[Techtalk] Helpdesk tracking database software

Nicole Zimmerman colby at wsu.edu
Sat Aug 17 11:18:48 EST 2002

I like Faq-O-Matic for straight up question and answer solutions. I have
used it to help our sales guys and our support guys get answers to
questions they keep asking and I am tired of answering. It is to the point
where they consult the FAQ *first*, and then come to me. ;o)

With FOM, there are individual users (by e-mail address) used to add
categories/answers/etc. Permissions are done by "group" (you place users
in a "group" then change permissions on  category to allow that "group" to
do whatever it is they need to). There is a decent level of granularity in
permissions, they can inherit from parent or not, etc. Each category has a
"moderator" that by default can do anything including change the

I am not sure about using it as a helpdesk-type app. It really depends on
what you want. If you want a helpdesk "ticketing" and tracking system, I
am not sure if it will flex enough. 

As for helpdesk systems... I wish I knew. We are going to be looking at
implementing one soon too. :o) If you find something good or make a
decision here, let me know.


At 11:01 on Aug 17, Betty Johnson combined all the right letters to say:

> I am working on a project to update database software for a local non-profit 
> organization that cannot afford expensive solutions. They are open to the 
> idea of Linux-based databases that can be accessible by Help Desk personnel 
> (who are usually volunteers) on Windows type workstations.
> I have been looking into the following links. Anyone have any experience with 
> any of these applications or can suggest something different?  Thanks.
> http://f2w.sourceforge.net/
> http://phphelpdesk.sourceforge.net/
> http://people.freenet.de/tfaehr/index_eng.htm
> http://www.tekrat.com/projects/hts/index.php
> FAQ:
> faq tools: Still no particular order.
> http://artho.com/webtools/faq/
> http://faqomatic.sourceforge.net/fom-serve/cache/1.html (May also be used
> for simple helpdesk type app)
> Or Possibly Go for the full meal deal using a portal.... (These are only
> examples)
> http://phpnuke.org/
> http://www.postnuke.com/
> http://sourceforge.net/projects/sacphp
> http://dev.4arrow.com/
> http://sourceforge.net/projects/hpe/

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