Call Centre Logging System - Help
Hi,
I need some help for a solution for my work, we need to try and setup a free IT Helpdesk software on our local intranet. We currently have a system an ex-staff member once made and the SQL backend is really messed up, ie. it dupes calls when you log them and also can override existing call logs.
This is what we generally need:
A Call Logging system:
1st Line Support can Log Call by filling in required minimum data sets in text fields.
Logged calls will have severity levels to priortise them.
There would be one main worklist that all jobs go into but there would also be seperate worklists for each user so they have their own things to work on etc.
An option to look up call log numbers.
Search through logged calls
Close calls.
If anyone could give me some help whether its advice or info about some free open-source software that could be customised that would be useful to me.. then please reply with your thoughts.
Regards,
Chris