Helpdesk

OTRS - Open source Ticket Request System

OTRS is an Open source Ticket Request System (also well known as trouble ticket system) with many features to manage customer telephone calls and e-mails. The system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries.

Bugzilla

Bugzilla is a bug tracking / help desk software. It allows individual or groups of developers to keep track of outstanding bugs in their product effectively. It can easily be used as a full help desk system.

Bugzilla has matured immensely, and now boasts many advanced features. These include:

- integrated, product-based granular security schema
- inter-bug dependencies and dependency graphing
- advanced reporting capabilities
- a robust, stable RDBMS back-end
- extensive configurability
- a very well-understood and well-thought-out natural bug resolution protocol
- email, XML, console, and HTTP APIs
- available integration with automated software configuration management systems, including Perforce and CVS (through the Bugzilla email interface and checkin/checkout scripts)

RT - Request Tracker

RT is an enterprise-grade ticketing /helpdesk software which enables a group of people to intelligently and efficiently manage tasks, issues, and requests submitted by a community of users. It is widelyt used used as an helpdesk system.

RT manages key tasks such as the identification, prioritization, assignment, resolution and notification required by enterprise-critical applications including project management, help desk, NOC ticketing, CRM and software development.

RT is used by Fortune 100 companies, government agencies, educational institutions, and development organizations worldwide.

HelpDesk for Human Resources

Oracle's PeopleSoft Enterprise HelpDesk for Human Resources supports the entire request-to-resolve business process. Helpdesks have become common in IT organizations and retail business environments to manage customer relations. Now the Human Resources department in medium to large companies can leverage the same technology to handle high call volume and address a wide range of HR issues.,

HelpDesk

Oracle's Siebel HelpDesk enables the deployment of Information Technology Infrastructure Library-compliant service solutions. By managing incidents, requests, and other IT service processes, the application helps businesses control costs, allocate scarce resources, and improve the speed and quality of service response.,

HelpDesk

PeopleSoft Enterprise HelpDesk enhances the overall speed and quality of internal support operations by optimizing the efforts of your help desk staff and providing comprehensive process automation. With Enterprise HelpDesk, you can leverage real-time enterprise data to provide faster, more accurate internal support, maximize employee productivity, monitor service performance, and control service costs.,

CTI Integration

CTI Integration for PeopleSoft CRM is an integration application to third-party middleware solutions. This solution provides full CTI functions for unified, screen-based telephony and population of PeopleSoft application pages. PeopleSoft CRM CTI Integration enables CTI functionality for PeopleSoft Support, FieldService, HelpDesk, and Interaction Management applications.,CTI Integration is part of Oracle's PeopleSoft Enterprise family of Service applications.,

BMC Remedy IT Service Management

BMCs IT Service Management suite includes:
- A full set of IT service management applications that share a native, purpose-built architecture
- The industry’s leading service desk solution
- Embedded best-practice process flows
- A closed-loop change & release process tied to incidents and problems
- Self Service request catalog for IT, Security, and, Business needs
- Tracking of incident response times and service desk performance against SLAs
- Asset and software license life-cycle and compliance management
- Real-time Performance and ROI metrics reporting

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