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Work Managment / Incident Tracker Software

  • 11-04-2007 11:44pm
    #1
    johnnyskeleton
    Moderators, Entertainment Moderators, Politics Moderators Posts: 14,549 Mod ✭✭✭✭


    Hi,

    I'm not sure if this is an unusual request or not, but please bear with me.

    I am looking for a piece of software that can be used to track work files. I have worked in a few call centres/tech support centres before and what I am looking for is similar to the type of programmes used there.

    I remember one particular piece of software, which I don't think I should name for confidentiality reasons, but it was basically like this:

    1) It was a web based front end to a database, and the database. Basically, emails/calls/other queries came in and they were assigned a case number.

    2) The user (i.e. me, but other employees could montior my work) could then add details such as a description of the problem, the stage at which it was at (e.g. customer contacted, forwarded to another department, needs to be processed, etc).

    3) Any email, phone call, or other event in relation to the case could be kept within the case file. If a file was received it could be added, so too could links to other cases (e.g. where they are the same customer etc)

    4) The main benefits of it was that when I came into work I could see within a minute or two which cases were urgent, and if a customer rang asking for a status report, I could quickly look at my notes instead of trying to remember each case. It also meant that if I promised to get back to a customer in, say two days, I would be reminded of this.

    I'm sorry that this is a lot to read, but when I tried looking for such software on the internet, the programmes I found weren't what I was looking for, or didn't work. Also, I couldn't find one with customisable fields.

    So, does anyone know of any software of this kind (for cheap or free), or even the exact name for this type of software? Any assistance would be greatly appreciated.


Comments

  • #2
    matt-dublin
    Registered Users, Registered Users 2 Posts: 4,468 ✭✭✭matt-dublin


    bugzilla is what you're looking for.

    we'v used it before and its fairly decent for incident tracking.
    http://www.bugzilla.org/


  • #3
    johnnyskeleton
    Moderators, Entertainment Moderators, Politics Moderators Posts: 14,549 Mod ✭✭✭✭johnnyskeleton


    Thanks Matt :)


  • #4
    liamo
    Registered Users, Registered Users 2 Posts: 1,193 ✭✭✭liamo


    Yes, I can second Bugzilla - it's a critical component of our business.

    Another tool to look at (which I used in the past and can give a big thumbs-up to) is Request Tracker (Also called "RT Tracker"). It's also open-source, runs on Linux and you can check it out at http://bestpractical.com/rt.

    Regards,

    Liam


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