Helpdesk Ticket Tracking Software – what are your options?

IT helpdesk ticket tracking software – my library uses it. Right now, we use Track-It by BMC. But it’s clunky, hard to use, and isn’t quite meeting our needs anymore. So it’s time to start exploring our options!

Guess what? There are a TON of options out there. But first, what would we want in an IT helpdesk software package? Here are some features you should think about:

  • incident management – basic “track that IT problem” function
  • Searchable knowledgebase – document the fixes and answers … and create a powerful database of “what to do when”
  • Reporting – for managers like me. You need to keep track of # of tickets, # of closed tickets, # of still-open tickets, who worked on the problem, who had the problem (for potential follow-up with training if needed), etc.
  • Windows software, server-based, or web/cloud based?
  • Other functions that might be useful, depending on your setup, include LDAP/Active Directory integration, asset and contract management, email integration, and scheduling.

These hosted services seem to be all the rage right now, and I have to admit – they look pretty good (at least, compared to what we currently have in place):

I also recently asked for recommendations, and what other organizations are currently using, via Twitter and Facebook. Here’s what some of you mentioned:

So there’s a good list to get you started. Anyone have experience with any of these? Like or dislike them? Sound off in the comments!

pic by michaeljzealot

Don’t be Pinterest Support!

Pinterest Support

Great. Ok, so my library has a techie problem with Pinterest. It screws up links from our catalog. Other places read them fine, but not Pinterest. So I thought “hey – I’ll try out Pinterest support,” and see what happens.

Well.

My first attempt wasn’t a good one. I submitted my ticket, and was immediately sent a link to the “here’s how to create a PIN, dummy” link (ok – they didn’t really say “dummy” – but they might as well have said that). Then they added this: “If you’re writing about another issue, please submit a new ticket under the right topic to get help as quickly as possible.”

Again, assuming I’m the dummy who posted my support ticket in the wrong place. Hmm.

Not terribly helpful, but ok. So I just tried again. This time, they immediately emailed back with this:

“A list of known issues we’re already working on is available here” … And guess where that link took me? Yep – you guessed it. To the page in the screenshot above – a 404 error page!

Moral of the story (a couple of them):

  • Do better tech support than Pinterest (this will not be hard).
  • Don’t call your customers dummies. Implied or in-their-faces.
  • If you automatically email a web page with support info to your customer, make sure the link actually works.

Yikes!