Call Tracking and Help Desk Tools & Tips

CALL TRACKING SOFTWARE
Clientele Visual basic Compatible with DB programs Liked tech support Scalable Software Statistics: Easy to get from retail package Scheduling Budget justification Success: Implementation is worth it history Need to know what you want Info lookups Problems: Gathering the data Data not searchable Losing calls Time not using it Points of Access: Pros: Automates inventory Push software	Trackit Jump start to home grown Inexpen-sive Foxpro purchas-ing module Must enter all data - no lookup	Net Octopus Data gathering tool May automate Hardware/software User control Pushes installa-tion Exports data	Filemaker Pro homegrown Statistics Lookups Who will support?

Help Desk Call tracking E-mail Software Who uses it? Getting Started: How do you setup system? Who provides support? Staff vs. students Who do you support? Staff, students, faculty Transition to Help Desk: Make people need it right away to prove it self. Faculty acceptance of student support. Students can prove themselves Marketing Back up students by professional staff On-line documenta-tion What support does your desk provide? How does your Desk-to-System triage? Help desk available Help desk gets priority One-point contact for everything One answer point