Uses of Hesk helpdesk Software

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Script URL: Intranet
Version of script: 2.0
Hosting company: Intranet
URL of phpinfo.php: Intranet
URL of session_test.php: Intranet
What terms did you try when SEARCHING for a solution: uses of helpdesk

Hesk helpdesk is designed to be a ticket management/knowledgebase software system. I would be interested in learning how and for what purposes others are using it. In our case, we are using it to help manage the various things that our immediate and extended family are involved in.

For instance, a family vacation is planned and the "tickets" help document what task is assigned to a particular individual so that none of us loses sight of something important. We have all agreed not to be overly zealous in loading the ticket process with every tiny detail but only those things that are significant. This is much better than passing emails around or spreadsheets.

The knowledgebase is "a centralized place to write" the various bits and pieces of family info so we can access it from anywhere. After the sudden death of a family member, we were all left scrambling to find info so that we could pick up and go on. We now have articles on various accounts, prescription lists, emergency contacts, marriage certificates, birth/death certificates, warranties available on equipment, serial numbers, etc. Now we can find the trail of desired information quickly.

In our case, we scan just about everything that comes into the household into indexed PDFs with our Fujitsu scanner and use a standardized file-naming convention (using Hot Keyboard Pro) and Copernicus Search Software to index the files (content and file name) for later retrieval from our "vault"...our Windows Home Server (HP MediaSmart). Vault files are encrypted and copied to off-site storage (Amazon S3 Data Center/Jungle Disk Software) each night.

Documents in which the hard copy must be keep such as documents that are too big to scan, historically/legally significant like marriage licenses, deeds, titles, important correspondence, etc., are identified via a knowledgebase article which includes a reference to the physical location of the document like File Cabinet 1 so we can go immediately and get it if needed.

Hesk helpdesk is installed on our secured home server and accessible via secure HTTP and/or Radmin PC Remote Control Software. Scanned documents in our vault are also available via Radmin and/or Serv-U FTP Software (RhinoSoft). Serv-U FTP provides for web-based FTP access or conventional client-server FTP processes. Abyss Web Server Pro Version (Aprelium) configured with a SSL Certificate, PHP, Zend Optimizer, and MySQL provides the web server environment. Our Windows Home Server does a complete backup of our server each night using its unique backup process.

We are very encouraged by helpdesk's functionality and ease of use. It has great potential and many have offered enhancement ideas to make it even better.

Thanks for a great product. Subject to our final evaulation, Klemen can expect a license purchase from us and may be even some extra beer money too!

Some food for thought: cell phone (iPhone) access to helpdesk, WYSIWYG editor for tickets/knowledgebase articles, a bit more granular security, ability to add attachments to knowledgebase articles, printer-friendly article printing, tickler/reminder to review specific articles to determine if they need updating...great product...great potential.

[Klemen]

Nice to hear about other uses of the script. For the most part from what I've seen (and this is the original purpose) the script is used as a platform for websites/companies to communicate with their clients (solve problems, answer questions, ...).

Thanks for the suggestions, a number of them are already on my "to do" list.