troubleshooting Question

Help Desk (web based) software

Avatar of aregan
aregan asked on
Internet / Email SoftwareWeb ApplicationsConsulting
8 Comments1 Solution431 ViewsLast Modified:
Hi,

I'm trying to find a suitable IT help desk internet based solution. I've spent a few hours looking at many and reviewed some discussions already on experts exchange. If someone has any ideas of existing solutions available please let me know. This is what I'm looking for:

            Web Based - ticket / support system

which lets me create a wizard type of ticketing system so we can prompt users for more information at the time the ticket is been submitted depending on the options they have a selected. Similar to selecting what department or category the ticket is for, we may want to ask them for ID of their PC, what version of software or hardware they are using depending on how they have answered some previous questions.

Although its not necessary it would also be nice if it:
   
       1)    integrated with active directory for user authenticaion

       2)    provided a method of forwarding the case by email to software vendors with the ticket information and also have the ability to receive information from software vendors and add them to the ticket by email... Cases would only be forwarded if the previous ticket submission questions led us to beleive that this case needed to be forwarded.

3) An integrated knowledge base that might suggest answers while the ticket is been submitted.








Join the community to see this answer!
Join our exclusive community to see this answer & millions of others.
Unlock 1 Answer and 8 Comments.
Join the Community
Learn from the best

Network and collaborate with thousands of CTOs, CISOs, and IT Pros rooting for you and your success.

Andrew Hancock - VMware vExpert
See if this solution works for you by signing up for a 7 day free trial.
Unlock 1 Answer and 8 Comments.
Try for 7 days

”The time we save is the biggest benefit of E-E to our team. What could take multiple guys 2 hours or more each to find is accessed in around 15 minutes on Experts Exchange.

-Mike Kapnisakis, Warner Bros