Discussion Forum: Local Software with Web: Close Support Enterprise Edition: Welcome


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Author	Subject: Welcome

PeteDavis
Member / Moderator

Feb 26, 2003, 2:15 AM

Welcome	Quote \| Reply

Welcome to the discussion forum for the Close Support help desk application. We will be adding a number of FAQ's to the forum over the coming months.

Remember you can download the free evaluation software from our site at http://www.closefitsoftware.com

(This post was edited by PeteDavis on May 25, 2003, 5:10 PM)

jfkyle
Member

Nov 1, 2002, 9:48 AM

Re: Welcome	Quote \| Reply

Hi - I'm evaluating generic helpdesk software for my company (a small clinical software developer in UK) and of all the (very expensive) solutions I've looked at recently, yours actually looks and feels the nicest. I particularly like the intuitive user interface. But flattery over, I have a number of queries:

(I've got a demo version)

1. I immediately set Close Support up to run on network - and the performance of the system dropped dramatically. Potentially I have 20 users!
2. My main helpdesk task is to support external organisations running our software products- this seems quite difficult to model in Close Support. Is this something I would have to work around or is there a way of implementing Customers, with users as nodes of Customers?
3. Because of point 2. above I need to track SLAs pretty tightly - this also seems awkward - any ideas?

I appreciate that this is not a high-end product, and maybe I should look elsewhere for this type of functionality.

PeteDavis
Member / Moderator

Nov 1, 2002, 1:53 PM

Re: Welcome	Quote \| Reply

John

You certainly seem to have the measure of Close Support!! We are aiming at the internal help desk operation with not a lot of money to spend and up to five or so technicians. But to your particular questions:

1. The performance of Close Support when using Access as the back end database is very dependant on the file server that hosts CloseSupportBE.mdb. We do have one customer with 15 technicians using the Access 97 version and they are happy with the performance. Close Support can be linked to a SQL Server database at no extra cost - although you will of course have costs associated with using SQL.

2. Yes - Close Support is designed for use by internal support teams. However you are not the first to ask about this and we are planning the required development for release approx Mar 2003. Currently it is possible to use the Location field in User, Hardware and Call records to do some very low-spec modelling of the external customer but we are aware that this is VERY limited.

3. SLA improvements are planned alongside the developments outlined above.

Thank you for showing an interest in Close Support. If I can answer any more questions please do contact me again.

Regards

Pete

PeteDavis
Member / Moderator

Feb 26, 2003, 2:15 AM

Re: Welcome	Quote \| Reply

Following the release of Close Support v 2.7, the product now has external customer capabilities. Also added are team working and document/UNC/URL linking to any item.

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