> I'm trying to find
> a good helldesk package at the moment.
I was looking for this earlier in the week :-)
There's lots listed at www.helpdesks.com with some nice comparison tables.
I thought the most promising (for my requirements) free ones were
sourceforge.net/projects/irm/ and dcl.sourceforge.net
Also the commercial (but not expensive) Kayako was good.
My requirements are:
- Support tickets (duh)
- Record time spent by operatives on the jobs plus management statistics.
- Automatic escalation would be nice
- Ability to store and maintain data about machines' configurations and
work done on them.