First lemme say, I haven't been here for a while so nice to see you all :).

I see a lot of posts about helpdesk's so I pose a question to you all, what would make the "perfect" helpdesk? Or more specifically what do you want to see that you don't see in most helpdesk's?

I ask this because I see SO many questions about helpdesk's but never seem to see what it is people want :).

Anyways, nice to see you all again... well not all of you... ok all of you.

Comp

We use WonderDesk and I think it's pretty good, although I'd like to see some modifications or additions -- such as a means to ensure that other staff members don't load a support ticket at the same time, have one staff member update it with an answer or update and have another staff member do the same thing. Sort of like a queue that a staff member can check the ticket saying it's being worked on already and any other staff members can see that and go to another ticket. Otherwise, we have to have more communication than would otherwise be needed, to let all the other staff know who's working on what ticket. I don't remember the other things I'd like to see changed, but all around, it's not too bad and I'll probably hack the code a little bit when I get some extra time and implement these things to make everyone's job easier and better organized when using the support ticket system. All in all, it's a very good basis, but there might be better ticket systems out there.

I (for one) would like to integrate one into my control panel -- so a nice programming API (maybe using XML to pass data?) would be very nice.

Dan