Good Computer Guy Help Desk is operational!
Tags: Support
My new Help Desk went live today. As per usual I've been looking for a good help desk system but haven't been able to find anything that I've been really happy with. So I built it from the ground up in Lotus Notes. The new Help Desk will assist in easily submitting new issues as well as managing and tracking open issues. On the back end, it will be integrated with my contact management system, the Good Management System, an older version of which is available on OpenNTF (yeah, that REALLY needs to be updated as the version on OpenNTF has some known bugs and issues.) I had been using Spiceworks in a few clients but while Spiceworks is pretty slick, the interface is slow and the help desk functionality couldn't be tied into a master database, which is really what I need to manage everything.
If you have an issue that needs support, simply go to my website, www.goodcomputerguy.com, click on "Help Desk" in the top menu, then "Submit a ticket." You will immediately receive an confirmation e-mail with your ticket number and a link back to the ticket. Save that e-mail as that is the easiest way to get back to your ticket online.
You can update your open ticket at any time by clicking on the link in the e-mail as well. Any updates by me to your ticket will instantly notify you by e-mail. If you lose the e-mail with your ticket number, simply go back to the Help Desk and click on "Resend existing ticket(s) via e-mail" to get a new message with all of your tickets. Regular rates apply. If you're on a Good Service Plan, many items may be included. If you have a pre-paid block of hours then those may be used.
In addition to creating the Help Desk, I needed a way to let all of my current contacts know about it. But I didn't just want to send out an e-mail blast blind copying everyone. To be a responsible e-mailer I needed to include a link for anyone who wanted to be removed from my e-mail list. So I built both an e-mail blaster and an unsubscribe application, both in Lotus Notes, too. I suppose I should put those on OpenNTF, but I started getting lazy and hard-coded some stuff in there (bad, bad programmer!) So far the e-mail blaster worked fine and only one person has unsubscribed from my updates (oh well.)
My new Help Desk went live today. As per usual I've been looking for a good help desk system but haven't been able to find anything that I've been really happy with. So I built it from the ground up in Lotus Notes. The new Help Desk will assist in easily submitting new issues as well as managing and tracking open issues. On the back end, it will be integrated with my contact management system, the Good Management System, an older version of which is available on OpenNTF (yeah, that REALLY needs to be updated as the version on OpenNTF has some known bugs and issues.) I had been using Spiceworks in a few clients but while Spiceworks is pretty slick, the interface is slow and the help desk functionality couldn't be tied into a master database, which is really what I need to manage everything.
If you have an issue that needs support, simply go to my website, www.goodcomputerguy.com, click on "Help Desk" in the top menu, then "Submit a ticket." You will immediately receive an confirmation e-mail with your ticket number and a link back to the ticket. Save that e-mail as that is the easiest way to get back to your ticket online.
You can update your open ticket at any time by clicking on the link in the e-mail as well. Any updates by me to your ticket will instantly notify you by e-mail. If you lose the e-mail with your ticket number, simply go back to the Help Desk and click on "Resend existing ticket(s) via e-mail" to get a new message with all of your tickets. Regular rates apply. If you're on a Good Service Plan, many items may be included. If you have a pre-paid block of hours then those may be used.
In addition to creating the Help Desk, I needed a way to let all of my current contacts know about it. But I didn't just want to send out an e-mail blast blind copying everyone. To be a responsible e-mailer I needed to include a link for anyone who wanted to be removed from my e-mail list. So I built both an e-mail blaster and an unsubscribe application, both in Lotus Notes, too. I suppose I should put those on OpenNTF, but I started getting lazy and hard-coded some stuff in there (bad, bad programmer!) So far the e-mail blaster worked fine and only one person has unsubscribed from my updates (oh well.)
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