laurieg
Member
Dec 2, 2003, 4:07 PM
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I am attempting to find a helpdesk solution for a printing company that puts a lot of stock in IT. I'm looking for the following capabilities: Compatibility with MS Access User Friendly Access to caller history Detailed progress log Ability to track SLAs Ability to create call classifications- priorities, problem categories etc.. Ability to store attachments Ability to store comprehensive customer data Possibly auto-create tickets from emails Ability to track time spent on a problem Multiple query/search tools Ability to easily re-assign tickets Ability for mgmt to see open calls Staff not see each others open calls Ability to create custom reports Ability to Modify screen layouts Ability to Modify drop down menu choices Ability to add user defined fields Knowledge base Ability to create custom documents/attachments Ability to auto-run custom assignments, like opening tickets, escalating, paging, emailing. I know, I'm not asking for much but we also want it for less than the $45,000 quotes I'm getting... Anyone out there have any ideas or similar issues? Thanks! Laurie |