We will be entering a consortium environment next year and I have been looking around for some dead simple helpdesk software. The trouble with any system I come up with is that we will have to train the users to, well, to use it.
Since all the users should already know how to use Tessitura, I was wondering if anyone else had had any success using Tess as a helpdesk/issue log system? I'm guessing it would be based off of ticklers, but I can't quite envision how it would actually work.
Levi -
We contemplated using ticklers, but since not everyone who has a computer uses Tessitura (I know, shameful!) we didn't want to use it as a help desk system. I also am not always on the 'lets put everything plus the kitchen sink into Tessitura' state of mind. I find that some things really do work better when you have a system that is actually designed for what you want to use it for. That being said, a lot of help systems are just specialized front ends with a db backend, so Tessitura certainly *could* be made to track help tickets.
We moved to Spiceworks as a helpdesk system which you can make as simple as an email from the user side, or you can allow them to login to a user portal. It has been working pretty well for us so far.
Good luck with whatever you do.
- HeatherSeattle Repertory Theatre
Here at the Theatre Alliance we use Numara's Track-It, the baby brother of Footprints. We've also set up some simple web forms that feed into this software, for people who "don't feel like" logging in to Track-It, or for when our server that hosts Track-It decides to crash. Here's an example: http://www.emailmeform.com/fid.php?formid=206821 Based on the contents these form responses can distribute to whomever we choose.
~Dan
I'm afraid I'm with Heather in that, as good as Tess is, I'm not convinced this would be the best way of achieving this - especially considering the raft of HD softwares/solutions available. For us, one of the issues is that not everyone uses Tessitura and also, being a touring organisation, there are periods of time where people are out on the road.
We us ManageEngine Service Desk Plus by AdventNet. It works really well for us in IS and for the end user and it has some very good reporting and asset management functionality.
Hope this helps! Martin
Thanks to everyone for their feedback. Just what I was looking for :)
I will definitely look into the systems mentioned. I know there are literally hundreds of HD apps out there. Your suggestions are much appreciated.
We're using Track-It for helpdesk as well, for the same "not everyone is on Tess" reason. The helpdesk part has been great, inventory a bit meh, but we've not really dug into that module.
I'm curious to upgrade to the new version, as there's an integrated Change Management module. I'm hoping that helps knock out a PCI requirement or two.
CC
I think Track-It is best, if you can afford it. If you want something free, I've had good luck with Spiceworks...