We have been looking for a simple, yet effective trouble ticketing system for our school. We want it to be simple from the user end, and powerful (albeit simple) from the administrator end. We've decided to being a pilot of ZenDesk, a web-based helpdesk solution.
We like the solution because the user can e-mail in their ticket and receive e-mail updates automatically. It allows allows our technician to manage a lot of hidden, backend data like tracking numbers, serial numbers, statues, etc. It also gives him powerful search capabilities along with reporting, something we've been lacking for a while. Now we will be able to see trends by grade level, hardware type, serial numbers, etc. Looking forward to having a more global system in place.
By the way, they offer 40% discounts for educational institutions. Are you using a helpdesk solution that you love? If so, let me know where to find it...
