IeSupportManager Helpdesk

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  • 5.0 stars

    "Excellent, very powerful, very easy to use"

    November 27, 2008  |   By karumba

    Pros

    We were very satisfied with our initial trial and had the fully licensed version installed shortly afterwards. ieSupportManager is excellent, very powerful, very easy to use, extremely cost effective and expandable to boot

    Cons

    The reliance on Interbase as the free database supplied but I believe that this is being address in v2.

    Summary

    With all the changes in local government over the last number of years, especially the emphasis on performance indicators it was essential that we in the IT Dept of Leitrim Co. Council were able to measure the volume of work being handled by our support staff. I heard of ieSupportManager through word of mouth from my counterpart in another local authority and what attracted me to the product initially was that it was relatively inexpensive compared to other products on the market and also that it was developed in Ireland. After my initial contact with ieComputerSystems it was only a few hours before we had an evaluation copy of the application installed. We were very satisfied with our initial trial and had the fully licensed version installed shortly afterwards. There was bit of preparatory work involved initially in setting up the various ?customers? and ?products? etc but we got assistance from ieComputerSystems where necessary. Initially the IT staff logged all calls themselves, either as they came in over the phone or later in the evening when things got quieter. This approach often led to calls not being logged and therefore the system reports were not giving a true reflection of the throughput of the IT staff. It was around this time that we were developing our intranet and we thought that if we had the Web Support module of ieSupportManager as an application on it, then the end user staff would be encouraged to start using the intranet in order to log calls. At present, about half our calls are being logged online and another quarter is logged by IT staff for jobs that don?t specifically involve an end user. That leaves only a quarter of calls still coming in over the phone or by e-mail. We have been using ieSupportManager since December 2002 and have 4500 calls logged to date.

    As Outlook mail is the main means of communication within our organisation I asked ieComputerSystems to develop an e-mail notification module for ieSupportManager to alert IT staff about logged calls. I now have this module installed and am very happy with the way it is working. They have lately expanded the functionality of this module to alert the end user of calls being closed as well as allowing an end user to directly assign a call to, and notify by e-mail a specific member of IT staff. With some more time and training the majority of our calls will eventually be logged and assigned online. This will give a truer reflection of the throughput of the IT section as well as giving a much better service to the end user.

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