<div>
What you are looking for is commonly called &quot;helpdesk software&quot;, and there are MANY options to choose from. &nbsp;Basically, as long as there have been computers, there's been a need for computer support, and MANY companies have solutions. &nbsp;Start with a Google search on &quot;helpdesk software&quot;, or start with a site like <a href="http://www.helpdesk.com/" rel="ugc">http://www.helpdesk.com/</a>.<br />
<br />
You'll find solutions ranging from free to expensive, from simple to complicated, rigid to customizable, and much more.
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<div>
Bill, thank you for your comment. I have done this in the past and that is part of the reason I ended up here. Nothing worked for me and was too over the top with bells and whistles. I just need a simple solution and would like some detailed direction or hand holding if needed.<br />
<br />
Thanks for your input though, I appreciate it.
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<div>
Got it.<br />
<br />
Obviously, if you have Excel, you probably have MSOffice. &nbsp;Do you have Office licenses that include MSAccess? &nbsp;Access is the database portion of the environment, and can easily be used for SMALL workgroup database accesses. &nbsp;Essentially, you can set up a VERY simple Access database using the same fields that you used in your Excel solution, then point all users at the Access database and let Access handle the multiple-user conflicts for you.<br />
<br />
An even better solution would be a better design of a relational database. &nbsp;Again, you can accomplish this from Access in a very simple way. &nbsp;Start with the above solution. &nbsp;Then, go back and create additional tables that contain entity-specific data. &nbsp;For example, create a CSR table that contains a CSR name, Email address, and other basic info related to a CSR. &nbsp;Create a customer table that contains the information related to a customer. &nbsp;Create a &quot;Reason&quot; table that contains the reasons. And so on.<br />
<br />
Once you've got the various tables laid out, you can start to link them in the Access front end and make a mini application out of it. &nbsp;Link the &quot;reason&quot; table to the &quot;reason&quot; field and you can select entries from the drop-down list directly. &nbsp;Populate the date and current rep automatically. &nbsp;Create a button that allows you to switch calls from one rep to another. &nbsp;Create simple reports telling reps which calls they have open at any given time. &nbsp;And so on. &nbsp; <br />
<br />
The advantage here is that you may already have the software, and you can start VERY simplistic at first and expand as you see fit. &nbsp;The disadvantage is that you end up re-inventing the wheel, when picking a pre-built package just might do the same thing with much less effort.<br />

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Bill.<br />
<br />
I have Access open, I am not very familiar with it. Any chance you can simply those instructions into an attached word doc or easier verbiage? Office Access 2007 has some pre-built templates that look like they might work. But what you mentioned sounds like what I need.
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<div>
Try using the pre-built template, or just create a new database file, then create a new table with the columns defined (just like you did in Excel). &nbsp;Access has a whole slew of features, but to duplicate the Excel spreadsheet, just create a table and allow users to edit it. &nbsp; Multi-user access to the database should be handled automatically, then.<br />

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Bill, I attempted to do this but still am a but lost? How do I make a drop down menu in Access? I researched and some sort of the bulk of it but I might need some hand holding here. (sorry for the stupidity) This just is so new to me, thanks for all your help so far =0).
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You can get much of this from the Access Help screens. &nbsp;Here's how to do it with Access 2007:<br />
Create a new form and switch to the design view.<br />
Click the Combo Box control.<br />
Drag across your form to create the combo box to the size you want.<br />
The Wizard should appear.<br />
Select &quot;I want the combo box to look up the values in a table...&quot; &amp;&nbsp;click Next.<br />
Select the table you want to query and click next.<br />
Select the fields you want to appear in the drop-box and click next.<br />
Select your sort field and click Next.<br />
Adjust the column widths (and select Hide Key Column if appropriate) and click Next.<br />
Select Remember the value for later use and click Next.<br />
Name the combo box and click Finish.<br />
<br />
In the code behind the form, you can set the OnUpdate action to update your other variables and data fields, as needed.<br />
<br />
For more info on coding forms, I do recommend a good book, such as Access for Dummies. &nbsp;In my copy of Access 2003 for Dummies, this is covered in detail on pages 328-334, and there's a LOT more information where THAT came from...
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Bill, here is what I did...<br />
<br />
1. I looked up how to create a form and did that... (pic 1)<br />
2. After I did this I dragged the combo box tool and it gave me this (pic2)<br />
3. The wizard I did not understand and tried to follow your directions and the outcome gave me this (pic3)<br />
4. I think I need to start from scratch or something, because your directions made sense but I think I was not correct when I started off.<br />
<a href="https://filedb.experts-exchange.com/incoming/2009/03_w12/117311/pic1.JPG" target="_blank" class="file-inline" title="1 (258 KB)"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 512 512"><path d="M67.508 468.467c-58.005-58.013-58.016-151.92 0-209.943l225.011-225.04c44.643-44.645 117.279-44.645 161.92 0 44.743 44.749 44.753 117.186 0 161.944l-189.465 189.49c-31.41 31.413-82.518 31.412-113.926.001-31.479-31.482-31.49-82.453 0-113.944L311.51 110.491c4.687-4.687 12.286-4.687 16.972 0l16.967 16.971c4.685 4.686 4.685 12.283 0 16.969L184.983 304.917c-12.724 12.724-12.73 33.328 0 46.058 12.696 12.697 33.356 12.699 46.054-.001l189.465-189.489c25.987-25.989 25.994-68.06.001-94.056-25.931-25.934-68.119-25.932-94.049 0l-225.01 225.039c-39.249 39.252-39.258 102.795-.001 142.057 39.285 39.29 102.885 39.287 142.162-.028A739446.174 739446.174 0 0 1 439.497 238.49c4.686-4.687 12.282-4.684 16.969.004l16.967 16.971c4.685 4.686 4.689 12.279.004 16.965a755654.128 755654.128 0 0 0-195.881 195.996c-58.034 58.092-152.004 58.093-210.048.041z"/></svg>pic1.JPG</a><br />
<a href="https://filedb.experts-exchange.com/incoming/2009/03_w12/117312/pic2.JPG" target="_blank" class="file-inline" title="2 (243 KB)"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 512 512"><path d="M67.508 468.467c-58.005-58.013-58.016-151.92 0-209.943l225.011-225.04c44.643-44.645 117.279-44.645 161.92 0 44.743 44.749 44.753 117.186 0 161.944l-189.465 189.49c-31.41 31.413-82.518 31.412-113.926.001-31.479-31.482-31.49-82.453 0-113.944L311.51 110.491c4.687-4.687 12.286-4.687 16.972 0l16.967 16.971c4.685 4.686 4.685 12.283 0 16.969L184.983 304.917c-12.724 12.724-12.73 33.328 0 46.058 12.696 12.697 33.356 12.699 46.054-.001l189.465-189.489c25.987-25.989 25.994-68.06.001-94.056-25.931-25.934-68.119-25.932-94.049 0l-225.01 225.039c-39.249 39.252-39.258 102.795-.001 142.057 39.285 39.29 102.885 39.287 142.162-.028A739446.174 739446.174 0 0 1 439.497 238.49c4.686-4.687 12.282-4.684 16.969.004l16.967 16.971c4.685 4.686 4.689 12.279.004 16.965a755654.128 755654.128 0 0 0-195.881 195.996c-58.034 58.092-152.004 58.093-210.048.041z"/></svg>pic2.JPG</a><br />
<a href="https://filedb.experts-exchange.com/incoming/2009/03_w12/117313/pic3.JPG" target="_blank" class="file-inline" title="3 (89 KB)"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 512 512"><path d="M67.508 468.467c-58.005-58.013-58.016-151.92 0-209.943l225.011-225.04c44.643-44.645 117.279-44.645 161.92 0 44.743 44.749 44.753 117.186 0 161.944l-189.465 189.49c-31.41 31.413-82.518 31.412-113.926.001-31.479-31.482-31.49-82.453 0-113.944L311.51 110.491c4.687-4.687 12.286-4.687 16.972 0l16.967 16.971c4.685 4.686 4.685 12.283 0 16.969L184.983 304.917c-12.724 12.724-12.73 33.328 0 46.058 12.696 12.697 33.356 12.699 46.054-.001l189.465-189.489c25.987-25.989 25.994-68.06.001-94.056-25.931-25.934-68.119-25.932-94.049 0l-225.01 225.039c-39.249 39.252-39.258 102.795-.001 142.057 39.285 39.29 102.885 39.287 142.162-.028A739446.174 739446.174 0 0 1 439.497 238.49c4.686-4.687 12.282-4.684 16.969.004l16.967 16.971c4.685 4.686 4.689 12.279.004 16.965a755654.128 755654.128 0 0 0-195.881 195.996c-58.034 58.092-152.004 58.093-210.048.041z"/></svg>pic3.JPG</a>
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pic2.JPG

pic1.JPG

pic3.JPG

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Why is your combo box so large? &nbsp;Make it smaller -- about the size of a single field. &nbsp;The drop-down part will cover any other fields only when it is selected and expanded.<br />
<br />
I noticed in your table list that you only have one table. &nbsp;You didn't giuve it a useful name, so I cannot tell if this is your first table or a second table that contains the lookup data. &nbsp;Obviously, you want ONE table that contains info similar to that in your Excel spreadsheet. &nbsp;I would start with JUST that table first, as you can start using it immediately, exactly like you use it in Excel today.<br />
<br />
Once you get that working, then you can work on the form automation. &nbsp;Remember that you need to create a second table containing the data for the combo box. &nbsp;Create a &quot;Rep&quot; table and populate it with your rep names. &nbsp;If you want, use an ID field and a Rep Name, if that makes sense. &nbsp;You can add other information, such as Email, phone extension, and other such tidbits, too. &nbsp;(You'll only enter it once, which is the value of a database like this.) &nbsp;Once the rep table is created, delete the &quot;rep&quot; field on your form and create a new combo box in its place. &nbsp;When prompted for the data source, select the Rep table.<br />
<br />
Once that is working, you can create another table for your customer data, allowing you to select the customer from a drop-down list, too. &nbsp;With a bit of scripting code, you can populate not only the AccountName field, but also the WhoCalled and Email address fields from the &quot;Account&quot; lookup. &nbsp;Then, users can edit the WhoCalled and Email if needed in this form. &nbsp;Done correctly, this will save a lot of typing in the long run and avoid data entry errors, too.
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Bill, I got a little further and did what you said. I am stuck on the Rep table, not sure what to do here?<br />
<br />
1. Created an exact copy of the Excel style I have now (tableCSR)<br />
2. Made a new table and labeled &quot;Rep&quot;<br />
3. Now I am stuck on what exactly I do next because the data type won't allow me to put the rep in place of that, I have to select what type of data is in that field.<br />
<a href="https://filedb.experts-exchange.com/incoming/2009/03_w12/117359/tableCSR.JPG" target="_blank" class="file-inline" title="1 (125 KB)"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 512 512"><path d="M67.508 468.467c-58.005-58.013-58.016-151.92 0-209.943l225.011-225.04c44.643-44.645 117.279-44.645 161.92 0 44.743 44.749 44.753 117.186 0 161.944l-189.465 189.49c-31.41 31.413-82.518 31.412-113.926.001-31.479-31.482-31.49-82.453 0-113.944L311.51 110.491c4.687-4.687 12.286-4.687 16.972 0l16.967 16.971c4.685 4.686 4.685 12.283 0 16.969L184.983 304.917c-12.724 12.724-12.73 33.328 0 46.058 12.696 12.697 33.356 12.699 46.054-.001l189.465-189.489c25.987-25.989 25.994-68.06.001-94.056-25.931-25.934-68.119-25.932-94.049 0l-225.01 225.039c-39.249 39.252-39.258 102.795-.001 142.057 39.285 39.29 102.885 39.287 142.162-.028A739446.174 739446.174 0 0 1 439.497 238.49c4.686-4.687 12.282-4.684 16.969.004l16.967 16.971c4.685 4.686 4.689 12.279.004 16.965a755654.128 755654.128 0 0 0-195.881 195.996c-58.034 58.092-152.004 58.093-210.048.041z"/></svg>tableCSR.JPG</a><br />
<a href="https://filedb.experts-exchange.com/incoming/2009/03_w12/117360/tableRep.JPG" target="_blank" class="file-inline" title="2 (182 KB)"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 512 512"><path d="M67.508 468.467c-58.005-58.013-58.016-151.92 0-209.943l225.011-225.04c44.643-44.645 117.279-44.645 161.92 0 44.743 44.749 44.753 117.186 0 161.944l-189.465 189.49c-31.41 31.413-82.518 31.412-113.926.001-31.479-31.482-31.49-82.453 0-113.944L311.51 110.491c4.687-4.687 12.286-4.687 16.972 0l16.967 16.971c4.685 4.686 4.685 12.283 0 16.969L184.983 304.917c-12.724 12.724-12.73 33.328 0 46.058 12.696 12.697 33.356 12.699 46.054-.001l189.465-189.489c25.987-25.989 25.994-68.06.001-94.056-25.931-25.934-68.119-25.932-94.049 0l-225.01 225.039c-39.249 39.252-39.258 102.795-.001 142.057 39.285 39.29 102.885 39.287 142.162-.028A739446.174 739446.174 0 0 1 439.497 238.49c4.686-4.687 12.282-4.684 16.969.004l16.967 16.971c4.685 4.686 4.689 12.279.004 16.965a755654.128 755654.128 0 0 0-195.881 195.996c-58.034 58.092-152.004 58.093-210.048.041z"/></svg>tableRep.JPG</a>
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tableCSR.JPG

tableRep.JPG

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Sorry for the confusion -- I thought you knew that CSR = Customer Service Representative, and I have been using the terms interchangeably. &nbsp;Luckily, names don't matter.<br />
<br />
Take your &quot;Rep&quot; table and define some more fields. &nbsp;Start with ID as an AutoNumber, then add RepName (Text), RepPhone (Text), RepEmail (Text), etc. &nbsp;Once this is done, exit the table to save the layout. &nbsp;Then, switch to data entry view on the Rep table and populate it with your first two or three reps.<br />
<br />
Once you have done this, THEN create your data entry form combo box, and point it to the Rep table, following the instructions listed above. &nbsp;It should make more sense, then.<br />

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Ok, got the Rep table populated. For the combo box, do I need to do that on which table? The starting of the combo box is what is throwing me off. Or where I click and create it to get started.
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Pic1 shows that you already had a form created to &quot;Table1&quot;, which is what I assumed that you renamed to CSR in the later pictures. &nbsp;On this form, remove the field entry for &quot;Rep&quot; (leave the title element there). &nbsp;Then, create your combo box in its place. &nbsp;The wizard will help populate it correctly. &nbsp;To avoid some extra code, you can select the &quot;update a field&quot; in the second to the last step.<br />
<br />
Here's a free video that you might want to check out:<br />
&nbsp; &nbsp; <a href="http://www.599cd.com/tips/access/combo-box-select-customer/" rel="ugc">http://www.599cd.com/tips/access/combo-box-select-customer/</a><br />
This video makes it pretty clear, and it is the EXACT same thing that you are trying to do.<br />
<br />

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Ok I think I got the hang of it.<br />
<br />
1. Did the combo box and and put it at the end of the form (pic1)<br />
2. Now I can do the same for the Reasons I think? Right?<br />
3. How do I submit the information once they enter it in?<br />
<br />
Do I have to save it certain way to access it?<br />
<a href="https://filedb.experts-exchange.com/incoming/2009/03_w12/117380/form.JPG" target="_blank" class="file-inline" title="1 (103 KB)"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 512 512"><path d="M67.508 468.467c-58.005-58.013-58.016-151.92 0-209.943l225.011-225.04c44.643-44.645 117.279-44.645 161.92 0 44.743 44.749 44.753 117.186 0 161.944l-189.465 189.49c-31.41 31.413-82.518 31.412-113.926.001-31.479-31.482-31.49-82.453 0-113.944L311.51 110.491c4.687-4.687 12.286-4.687 16.972 0l16.967 16.971c4.685 4.686 4.685 12.283 0 16.969L184.983 304.917c-12.724 12.724-12.73 33.328 0 46.058 12.696 12.697 33.356 12.699 46.054-.001l189.465-189.489c25.987-25.989 25.994-68.06.001-94.056-25.931-25.934-68.119-25.932-94.049 0l-225.01 225.039c-39.249 39.252-39.258 102.795-.001 142.057 39.285 39.29 102.885 39.287 142.162-.028A739446.174 739446.174 0 0 1 439.497 238.49c4.686-4.687 12.282-4.684 16.969.004l16.967 16.971c4.685 4.686 4.689 12.279.004 16.965a755654.128 755654.128 0 0 0-195.881 195.996c-58.034 58.092-152.004 58.093-210.048.041z"/></svg>form.JPG</a>
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form.JPG

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If you want to predefine the &quot;reason codes&quot;, then you can do that, too. &nbsp;I am guessing, though, that Reason will be more of a freeform field, unless you have a reason for tracking a specific set of &quot;reasons&quot;. &nbsp;<br />
<br />
In MSAccess, when you exit a record, Access automatically saves the data for you. &nbsp;Thus, if you go to the NEXT or PREVIOUS record (via the navigation buttons on the bottom), then you are saving the changes you made. &nbsp;I believe that closing the form provides the same result. &nbsp;You can place optional Close/Cancel buttons on the form if you want, too, which makes it look a little less &quot;Access-y&quot;.
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Ok, once the info is saved, is there a split view that you are able to search through the database at all? I want to make this as pretty as possible for the other reps. I need to figure out how to maybe add buttons that say maybe &quot;New Entry&quot;, &quot;Submit Log&quot; or something like that for them.
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You can use the raw &quot;table view&quot; if you want, or build a query view that joins the CSR table to the Rep table and allows then to easily see what is currently open. &nbsp;The more complicated that you get, the better off you would be to buy a solution, rather than build it yourself.<br />
<br />
Once you have the data in a database, of course, things do get a LOT easier. &nbsp;For example, you can build a simple web page (via ASP) that allows anyone from ANY web browser to view his list of incidents and update them accordingly. &nbsp;
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I found out where the buttons are, is there a button that will allow me to perform the action to &quot;Submit&quot; the current info I put into the form fields and &nbsp;that will save it and automatically clear it for the next call? 
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Got it all figured out finally! Thanks for all your help :)
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<div class="content wysiwyg-content">
I am trying to setup a way to track customer calls with a very simple method. Currently I have a shared Excel workgroup that is accessed over our network and each CS Rep can open it and make changes after each call. What we run into is data overriding each other and I have heard this is not the best way to go.<br />
<br />
What I am looking for is a type of dedicated database or software that will allow each CS Rep to put in a call log and submit it to one central location without the need to overwrite data or wait for someone else to save the Excel file and then save their own. <br />
<br />
I have attached a template of what we use that is a basic model for what I am looking for. Any input or help in the direction would be best. Thanks!<br />
<a href="https://filedb.experts-exchange.com/incoming/2009/03_w11/116080/Call-Log-Template2.xls" target="_blank" class="file-inline" title="Call Log Template (96 KB)"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 512 512"><path d="M67.508 468.467c-58.005-58.013-58.016-151.92 0-209.943l225.011-225.04c44.643-44.645 117.279-44.645 161.92 0 44.743 44.749 44.753 117.186 0 161.944l-189.465 189.49c-31.41 31.413-82.518 31.412-113.926.001-31.479-31.482-31.49-82.453 0-113.944L311.51 110.491c4.687-4.687 12.286-4.687 16.972 0l16.967 16.971c4.685 4.686 4.685 12.283 0 16.969L184.983 304.917c-12.724 12.724-12.73 33.328 0 46.058 12.696 12.697 33.356 12.699 46.054-.001l189.465-189.489c25.987-25.989 25.994-68.06.001-94.056-25.931-25.934-68.119-25.932-94.049 0l-225.01 225.039c-39.249 39.252-39.258 102.795-.001 142.057 39.285 39.29 102.885 39.287 142.162-.028A739446.174 739446.174 0 0 1 439.497 238.49c4.686-4.687 12.282-4.684 16.969.004l16.967 16.971c4.685 4.686 4.689 12.279.004 16.965a755654.128 755654.128 0 0 0-195.881 195.996c-58.034 58.092-152.004 58.093-210.048.041z"/></svg>Call-Log-Template2.xls</a>
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Call-Log-Template2.xls

I am trying to setup a way to track customer calls with a very simple method. Currently I have a shared Excel workgroup that is accessed over our network and each CS Rep can open it and make changes after each call. What we run into is data overriding each other and I have heard this is not the best way to go.

What I am looking for is a type of dedicated database or software that will allow each CS Rep to put in a call log and submit it to one central location without the need to overwrite data or wait for someone else to save the Excel file and then save their own. 

I have attached a template of what we use that is a basic model for what I am looking for. Any input or help in the direction would be best. Thanks!

Call Log Software or Database Setup

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