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FootPrints is a 100% web-based service desk that centrally tracks, manages, and controls all types of customer issues and support requests received from email, the Internet, fax, telephone, and wireless devices. The software includes a range of comprehensive features such as centralized issue tracking The management of change requests. It might be a stand-alone system or part of a help desk system that tracks bug reports., self-service online, two-way email management, knowledge management, and powerful reporting, and is widely used by more than 1600 organizations worldwide to automate internal and external support operations. |
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Help desk software must be able to effectively support all the possible paths that a service request may follow from start to completion as is diagrammed here. (Illustration courtesy of Help Desk Technology Corporation, www.helpstar.com) Product from Internet Software Sciences (ISS) is now capturing many new users from the K-12 school district IT support market. The Web+Center product is already popular in the higher education arena with over 25% of California community colleges using the Web+Center Help Desk and that interest is now being shown in the K-12 market as well. Recently several California-based K-12 school districts, including San Francisco Unified School District, Pasadena USD, Oxnard USD, and Madera USD, deployed the product while many others throughout the United States and Canada are now using the Web+Center for automating their help desk operations. |
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Internet Software Sciences (ISS), a pioneer in ALL Web+Based Help Desk/Customer Relationship Management applications, has announced the release of a major new 4.0 Version. This new release includes many new features such as integrated customer surveys that places this product into a league by itself by offering extensive Help Desk functionality and very competitive prices. |
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Support Performance (formerly Integrity Support Consulting) has been providing support operation Assessment, Benchmarking and Certification since 1993. Specializing in the use of industry standards and a vast, private repository of industry-wide performance metrics in defining the right improvements to undertake makes Support Performance unique among consultative resources. Clients include Adaptec, Lam Research, Nextel, NIH, Qualcomm, Shaklee, Tektronix and many other help desk, tech support, call center and field service operations. See www.supportperformance.com. |
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Charles Dewar, Systems Administrator See system administrator. at North Hills Hospital, one of many of the family of healthcare facilities owned and operated by HCA, the Healthcare Company (NYSE:HCA), states, "Our department's reputation has gone up a couple of points since implementing Web+Center, primarily because of the automatic email notifications and Web-based status reports. The management reports also help to explain our productivity to management." Memorial Hospital of Gardena, Calif., serving their community since 1952 and part of the HEALTHPLUS+Corporation, uses the Web+Center for both computer network and phone system for two facilities 18 miles from each other. The hospital customized the application to be a network Web site to attract more traffic to it. Don Dewar, PC Support, states that "it allows our users a way to convey their problems without having to hunt down one of the technicians between one of the two hospitals." |
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Internet Software Sciences (ISS), a pioneer in Web-based Help Desk The Help Desk Process
Help desk software must be able to effectively support all the possible paths that a service request may follow from start to completion as is diagrammed here. (Illustration courtesy of Help Desk Technology Corporation, www.helpstar.com) Systems, announced that Muzak LLC has selected Web+Center, ISS' turn-key, web-based Help Desk. Based on ISS's turn-key yet configurable approach, Muzak, the leading provider of business music services in the United States, has been able to quickly implement an internal IT support Help Desk System and add custom features required for their business requirements. |
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The new version now includes a preventative maintenance/case scheduler module, cell phone notification options, multiple group dispatcher options and many new features. |
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The UCS Help Desk's new call logging software went live on 1 April. RT is an open source, multi-platform, web-accessible ticketing system which is ideal for call logging and project work. The launch came after more than a year's technical and design input from the UCS Help Desk, Unix Support and Development Group staff. |
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The current hardware providing the web cache is nearing the end of its expected life. The UCS has considered replacing it, but feels that the needs of the University would be better met by replacing it with a more general service. When the web cache was introduced a decade ago, the University's network capacity was considerably smaller, and the cost to the University of network access was based on the quantity of transatlantic traffic. At that time the web cache reduced the charges significantly and improved browsing speed. Technology has moved on since then. Our network capacity has increased dramatically and much web content is not cacheable with the result that the cache makes very little difference to the University's total traffic or browsing speed. This, together with the increased use of private, CUDN-only IP addresses by the University, has led us to the decision to replace the web cache by a NAT (Network Address Translation) system. |
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We are proposing to change the default behaviour of Raven when users who have already identified themselves go to another Raven-protected site. |
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