I am ltrying to find a helpdesk software.
What I need it to do is
1)when a user sends an email say to "helpdesk" from outlook, the helpdesk software grabs the email or has the email assinged to it and assigns it a ticket # and displays it onthe dashboard.
(it will pre-populate field from the email with Date, Time, User, SUbject Body etc...) We use exchange
2) look at LDAP
3) Asset Management
4) Support service aggreement renwal and will notify say a month ahead by email to someone of the impending action needed.
5) ideally 2-5 technician can access at the same time.
6) web based
7) report module i.e. to identiy training of users that ask for help many times, time for resolution, ... etc.....
8) may be out there but has a blackberry componenet ( we have a BES onsite)
9) IP and username/password security
10) Microsoft SQL based.
11) other toys which may be usefull
12) I DO NOT WANT TRACK-IT
Thanks in advance.