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
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