The devtrends.com Help Desk v2007 application is the answer for an easy to use, fully functional and *free, help desk application suite that contains admin management of work orders (tickets), client stay-resident application to keep the user informed, and a knowledge base to assist the user with self-service.
Based on the devtrends.com Help Desk v2002 application, the v2007 version boasts new ticket management functionality such as:
- File Attachments. Easily attach documents, screen shots and other files to Work Orders and Knowledge Base entries.
- Target Dates. Assign target dates to Work Orders to ensure they are completed in a timely manner. The admin startup page will organize Work Orders in a fashion that will encourage quick response to Work Orders that are near or past Target Date.
- Carbon Copy with Approvals. CC provides an easy method for ensuring that technicians, managers, stake-holders, et cetera, are provided the necessary notifications for important Work Orders. CC also provides an easy method for requesting approvals on Work Orders.
- User Notifications. The new, stay-resident, client application informs the user of new updates to Work Orders they have created or Work Orders that they are CC’ed.
- Knowledge Base. Provides the ability to create a self-service area for your users, enabling them to research common issues and the associated resolution. From the admin interface, the knowledge base also contains a contacts rolodex for quick access to Vendors and Customers alike.
- Knowledge Base / Work Order linking. To assist with increasing Work Order resolution time, Work Orders can be assigned to Knowledge Base entries. This provides a new opportunity for systems personnel to create documentation on common resolutions.
- List Filtering for easy Searching. On the admin interface, systems personnel are able to filter Work Orders based on Work Order range, Date range, Display Closed requests based on date range or advanced key word filtering – all sorted by the requested fields!
If you are on a tight budget ($0.00??) and need a good Help Desk solution, the devtrends.com Help Desk v2007 application is your answer.
Administrative Interface
Work Order list for all un-assigned Work Orders (Help Desk Incoming)
Advanced Filtering capabilities
Work Order details and associated action buttons for sending a Reply, Assignment, File Attachment, Closure, Target Date, Carbon Copy and Print.
Work Order assignment screen, with Reason notes, Email notification and Client notification type.
Status page for systems personnel to monitor Work Order resolution, statistics for Work Order in queue and closure times.
Settings page, allowing Systems personnel to set custom landing page and default filtering.
Knowledge base entry management, search existing, add new categories or new KB entries.
Knowledge Base Contact management window.
Client Application
Stay-resident Tray icon.
Work Order details and associated action links for sending a Reply, File Attachments, Closure, Carbon Copy, and Priority.
New Work Order entry screen.
Notification popup for new messages in a Work Order(s).
Notification window with action links and snooze capability.
Client side of the Knowledge Base.
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IT is not just a job but also a passion. Everything I have accomplished, both personally and professionally, has been generally entertaining, bordering on fun. Some of my projects, such as working with SharePoint Services workflow actions in Visual Studio or building a custom iSCSI SAN using the OpenSolaris, ZFS and COMSTAR, has been quite rewarding. You may think nerd...I think developing a new trend!