IT Support People

[Andrew Taylor]

I'm busy working on a ticket system for IT support companies which will include the ability for the customer to submit tickets and also to book appointments

What features would people like to see in a system like this?

[DesignWizard]

E-Mail Q's would be a must.

[Andrew Taylor]

As in initial questions like a FAQ?

[Ben Collier]

FAQ is a good idea! But I think DesignWizard means something like email piping or pop3 access.

Knowledge bases are always good, potentially live chat (most Kayoko features :eek:)

Ability to attach screen shots?

How about automatically sending system details (you know how you can display system info in a webpage- like OS etc, something some people often miss out when requesting IT support so why not add it in automatically- assuming they are reporting from the broken PC!)

[Ben Collier]

oh and for booking repairs a nice visual chart with blocked out areas which are booked and clear bookable areas.

Ben

[Andrew Taylor]

Thanks, I'll work through some of those

The repairs booking is like an Outlook calendar view, so easy to use

I'll add the screenshots option and look into email piping and system details

Live chat and a knowledgebase I might make as add-on options so people can install 3rd party ones, I'll add a links option to the admin section so people can link to it (I think livechat may be beyond me!)

[Ben Collier]

(I think livechat may be beyond me!)

Have you tried looking on sourceforge? There might me an open source one you could implement!

Ben

[Ben Collier]

http://www.craftysyntax.com/

Now I want a cut of the profits!

Looks moddable as well!

Might use this myself at somepoint!

Ben

[Andrew Taylor]

Thanks, I'll try that one once I have the design sorted

Will let you know how I get on!

[Ben Collier]

I just installed it and it's surprisingly good for free!

Will be using it once I'm finally up and running- but plently work/ coursework first!

Ben

[sladmin]

I took a look at crafty syntax for a live chat I was after. It did look ok but I decided not to use it in the end. I also tried to build my own AJAX live chat but it all seems way beyond me to be honest, they say ajax is easy but is it hell!!

Anyway the repairs table was a good idea and so was the technical information. Looking forward to see how this develops.

If you ever need any help Andrew give me a shout, I'm building my own helpdesk which still isn't finished!!

[DesignWizard]

Andrew,

Sorry - meant E-Mail piping etc.....

Also I wouldn't call the knowledge base "knowledge base" - maybe something like "Info Centre" etc.....so as to not to appear to be copying Kayako!