Help Desk GT
Web and Email Based Support System + Interactive FAQ Manager
Coming soon!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.

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.

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...

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