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| Hottest Selling help desk software Products Review of Footprints Help Desk Software When evaluating help desk call-tracking software, you should consider your organization's practices and procedures, how your agents would use such a system, call queuing, routing and escalation, system integration points, and the program's reporting and adaptability. With these criteria in mind, let's examine FootPrints, a completely Web-based help desk solution from Unipress Software. Call-tracking software evaluation toolkit To help you evaluate call-tracking software and choose the best product for your help desk, I've developed a simple needs analysis checklist and product comparison spreadsheet. You can download this call-tracking software evaluation toolkit by following this link or by clicking on the Downloads link in the navigation bar to the left. The call-tracking software evaluation toolkit contains both a Word document and an Excel spreadsheet. To increase download speed, we've zipped these two files together into one file. You'll need an unzip utility, such as WinZip or PKZIP, to expand the zipped file. You'll also need Microsoft Word and Excel. Agent use and call logging Upon login, help desk agents are greeted with a list of their open call tickets and a summary board of open call Counts, as shown in Figure A. Agents can easily access all areas of Footprints via the navigation links on the left of the screen. Overall, the screen is well organized and provides an excellent starting point. This is particularly true if your help desk adds many custom fields. UniPress could improve this screen by adding some "jump" navigation to allow you to move quickly to the desired area of the call ticket. The length issue aside, FootPrints has all the call logging features a help desk might require. Call templates for frequent calls can be created as Quick Calls. Agents can also create global issues for widespread problems and then link individual incidents to the global issue. Closing the global issue closes all linked tickets. FootPrints maintains an uneditable audit trail of actions and each update to the call description is tracked. The caller's complete call history is just one click away. Call ticket attachments are also supported. If I could change one thing about Footprint's call tracking, it would be the description area. Each time a FootPrints ticket is edited, the description memo field is blank. To view the past notes added, you must click a button to view a pop-up window. It also seems strange that there is no separation of problem and resolution. While custom fields could be added, it is the default description field that integrates with the knowledge base. Articles on help desk software:
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