A few years ago while I was at college I found a great HelpDesk system called OneOrZero.
I was very impressed by this system and what it had offer and also what it could also have to offer in the future I became involved in the project providing support to other users, testing of new versions as well as looking at good ways forward with the product working alongside Adam.
Recently OneOrZero upgraded to the new AIMS system (Action and Information Management System) featuring a powerful help desk, knowledge base, time manager and reporting system.
The system comes highly workable out of the box and is very easy to install!
Another great benefit that you would find with this system is that it has a built in LDAP and Active Directory integration which will make it even easier for you to role it out across your company for your existing network.
When I installed this it only took me less than a minute to install out of the box settings which is amazing for any product as most you will find you have to make a number of settings etc!
For those interested you can head over to the demo at the OneOrZero Site which I will now show you
For this demo I will be using the demo Admin Account and today we will have a look at the HelpDesk function of the system.
As you can see as soon as you log into the system you are greeted by the Quick Launch Section which gives you the option of which part of the system you would like to view.
For this example I will show you the Help Desk Function, from the quick launch menu you can access this by clicking on Help Desk.
As you can see this now loads the helpdesk application which will give you a number of options from creating new tickets, managing existing tickets, custom search options and more!
When creating a new ticket you just click on the type of item you will be creating (this can be set in the Administration of the AIMS system), for this example we will setup a new Helpdesk Ticket.
Depending on the options you have set for the item type you will get a screen similar to the one now showing, creating the new ticket can’t be any easier and asks you for all the details you need [input details] and after you have input everything you need to just click on ADD
Another great feature is the ticket group where you can set what type of group it would be then under category it will show categories which fit into that group!
Also when you are in the home for the helpdesk you are able to manage current tickets.
As you can see you can update the ticket, change the status of the ticket, transform the ticket into a helpdesk item which will automatically add it onto the Helpdesk system!
I hope you found this preview of the HelpDesk function of OneOrZero useful, if you would like more information on the HelpDesk function head over to www.oneorzero.com
You can also find me live at live.rossmilne.net, if you have ideas for a video email me at ross@rossmilne.net and you can also join our community at forum.rossmilne.net
Bye for now!