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From: barb@hp835.mitek.com (Barbara Rush)
Newsgroups: comp.databases
Subject: Application packages:  customer support or help desk
Message-ID: <1991Apr29.152951.6977@mips.mitek.com>
Date: 29 Apr 91 15:29:51 GMT
Sender: Barbara Rush; OpenConnect Systems; Carrollton, TX
Distribution: na
Organization: OpenConnect Systems
Lines: 31
Originator: barb@hp835.mitek.com


We are looking for application packages, probably third party vendor,
designed to handle customer support for a software house.  These are
sometimes called "Help desk" packages.  We need something built on a
database so that we can modify it for our special needs, but would
prefer not to start from scratch in designing and building.

We need a system which will provide rapid information to a customer
support rep when fielding a call from a customer, track the progress of
that call, provide statistics, etc.

Packages can run on almost any machine accessible from an Ethernet
TCP/IP network, but our preference would be a UNIX workstation.  Equally
acceptable would be something running on an AS/400 as we have
connectivity software to that platform.  An MS/DOS platform is a
possibility but pretty far down the preference list.

I would very much appreciate receiving information/recommendations and
non-recommendations as well.

If you will email responses to me:

	barb@hp835.mitek.com

I will summarize the responses.

Thanks!
-- 
Barbara M. Rush				barb@mitek.com
OpenConnect Systems
Carrollton (Dallas), Texas