Help Desk GT

Web and Email Based Support System + Interactive FAQ Manager

Coming soon!

A while back, I realized that I needed a web based system to keep my technical support conversations organized -- email simply didn't offer the threading and conversation management features that I needed. So I went to the web in search of a good software package.

Many were lacking critical features. Others had a test system on their site that, contrary to their intentions I'm sure, exposed serious flaws. Eventually I settled on one that came highly recommended, only to see it turn into a maintenance nightmare as I found and fixed bug after bug in it's poorly organized code.

I soon decided to revert to my original plan and write my own system. When I'm done, you'll see it here.

Running an Effective Help Desk, 2nd Edition
by Barbara Czegel
Amazon Price: $37.80
Used Price: $13.75
Average Customer Rating: 4.0
Review (rating: 4):
Strong in case studies, surveying, outsourcing, metrics, prioritizing, support tools.


Help Desk Practitioner's Handbook
by Barbara Czegel
Amazon Price: $37.80
Used Price: $17.95
Average Customer Rating: 4.5
Review (rating: 5):
This book is packed with useful information that will make you a more well-rounded support person. Help desk and technical support in general is so much more than just technical know-how. The non-technical aspects are just as important and this book will help you in those areas. Has information on standard meth...

A Guide to Customer Service Skills for the Help Desk Professional
by Donna Knapp
Used Price: $1.56
Average Customer Rating: 5.0
Review (rating: 5):
This book addresses the essence of support - people skills. State-of-the-art tools and technology, and the most efficient processes ever devised will not guarantee a successful help desk or technical support organization if the human interaction techniques provided in this book are not used.

Ms. Knapp provides every essential ski...



A Guide to Customer Service Skills for the Help Desk Professional, Second Edi...
by Donna Knapp
Amazon Price: $72.95
Used Price: $39.20


Managing Unresolved Service Requests
by Gary Case
Amazon Price: $29.95