Hey,
What helpdesk script are you using currently and do you like it?
Does it do everything you need for your helpdesk or is there anything you would like added/changed?

Im using perldesk which I think is great, its not too complex for both the end user and admin and its easy to customize.

I dont think there is anything i need or want added to it right now so its perfect for me

Currently I do not have any helpdesk, but in the past I've used ClientExec(I believe) integrated one in the billing software.

I plan to hopefully make a custom client manager with everything, not sure when.

I have tried a few, didn't really find them to be that great or worth the money. We currently use a regular formmail form for users to send problems to us via email. The email is then emailed to an account and a msg is also sent to my tech's and my cell phone letting us know there has been a sales email, support email, abuse email or billing email...

Then we check the email, whoever is lucky enough to get it responds and uploads the original and the response to a directory on one of our server so we all have access to the email incase we need it later on.

as far as client information, it is kept on a simple database that I developed using php/mysql and the database is made so I can easily sync it to my pocketpc....

That sounds like a good idea but most helpdesks do what you are doing at the minute really.
All the clients does is submits a ticket through a form, which is most likely like what you are doing, then an alert is sent to all support reps which normally includes the helpdesk question as well as a link to the ticket.

Then all support reps can reply to it so even if one replies, another can reply if they can help anymore.

You can then close the ticket and save it if you want, you can also add it to a knowledge base so other customers having the same problem can do a search and find the question and solution.

Would it not be easier and more effective for you to use a helpdesk script?

I like the idea of the database you coded, especially being able to sync it to your pocketPc

well the difference is, my way is free and just as practical... I just don't have to spend 99-300 dollars for it..

I would have to agree with Mark right now. I feel there isnt a need for a ticket support system until you have multiple techs working at different locations at the same time. I would use a ticket system to make it easier on my techs... not my clients.

Right now I just stick to my good ole community forum with a support section and I also have a support contact form like mark mentioned.

PerlDesk = was a nice script that was free in the past. now they want like $199 to have the script and customize the header to your company logo...etc

Well for PierHosting.com, I have acquired a parter willing to help with funding for our servers and such.. also he is going to program us a little support center so we can easily keep track of our clients and billing etc..

"also he is going to program us a little support " - Gordymac


Little support section = lots of work. have fun

Yeah he seems to know what he is talking about though, so that is good, can't wait to see the finished result.. hope he starts soon

I prefer PERL DESK just because of the design.

I use PerlDesk it easy to use

But you have to admit that PERL Desk does take up too much resources

We use the helpdesk that comes standard with hsphere - works pretty well and seems to have all the bells and whistles

We are now looking at EdgePanel to refer to customers of our outsourced support services since it seems to be one large bag of tricks.

Roj

We're using Perlbill as a combination helpdesk / client billing system. It isn't great, but it will work until we have enough money to hire a programmer to integrate the apps we want and get us the overall functionality we need.

I wouldn't recommend Perlbill to people unless you or someone on your staff knows how to tinker with Perl and customize the script to your liking (the support isn't the best). It also isn't always an "easy-out-of-the-install" package. There have been problems with the documentation, problems with support response times, problems with neverending updates (meaning re-customizing everything *again*)...gah.

NOTE: All comments about support are based on my last experience with support, which was over a year ago. It's possible that they've gotten their act in gear in the intervening time. I just know that I took the basic script, got it to a workable state, and will change at a later point in time (or if a security flaw is found.)