05-12-2008 02:47 PM
I am an installation engineer for a telecoms firm. Currently we are looking for a software package that we can use with our helpdesk.
When calls/emails come into the helpdesk from our customers they are either to report faults, to request programming changes or to ask for general advice.
We need to log and record these calls/emails and be able to put in the time and date they came in and the time and date they were completed. Also we need to have all our customers contact details and what support level they have with us.
If a customer reports a fault, then a fault sheet needs to be printed for the engineer.
The firm's sales team already uses ACT! but I am wondering whether we can incorporate it as a helpdesk utility as well.
I would be grateful for any advice.
05-12-2008 03:17 PM
I'm sure an ACC could help you out here. Possibly get something set-up or poin you in the right direction.
You may also like to have a look at http://www.actaddons.com/products/2005/helpdesk.asp