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  1. #1
    Join Date
    Feb 2012
    Location
    San Antonio, Texas
    Posts
    23

    Managing support staffs schedules

    We have just expanded to the point where managing support staffs schedules have become increasingly difficult. We use to just use a google docs with all the schedules, but are now looking for a better solution.

    Being a hosting provider, I always prefer something we can host ourself. I haven't been able to find anything self hosted that would provide adequate functionality. I'm thinking I may just develop an application for it.

    How do other web hosts do it? Do y'all have a specific application you use?

  2. #2
    Join Date
    Sep 2004
    Location
    Cluj-Napoca, Romania
    Posts
    462
    We're using a simple table in an internal wiki for now. An app would allow far more options, alerts, reports, automatic escalation to on duty level 2/3 etc. etc., indeed.

    We're planning to add an HR module to our management app for hosters which we plan to release this year. Anyhow, the HR module won't be in the first versions.

    How many support techs do you have?

  3. #3
    Join Date
    Feb 2012
    Location
    San Antonio, Texas
    Posts
    23
    8 Total at the moment. It doesn't help that they are in different groups with varying levels of access and duties.

  4. #4
    Join Date
    Apr 2005
    Location
    Cochin
    Posts
    2,446
    We have been using a internally developed tool since our launch in 2007. Its a very simple tool, where the team admin or user with admin privileges is allowed to put the shift. All other team members are given view access to see the shift without logging in.

    We use this tool to manage the shifts of 80 employees , across 10 teams. If you wish to take a look at it , give me your email in PM and i can host it somewhere .
    Sam
    Supportlobby.com - Expertise in Windows/Linux server support, IaaS and PaaS Management
    Spiralbean.com - Custom Software Development
    Email: exec @ activelobby.net | Skype: unni_active

  5. #5
    You can use google docs to share the shift schedule, assign 2 techs per shift(8 hours). One tech should be give weekly off and other tech can be used as backup tech in the case of emergency. If there are not emergencies, add his to your peak hours. So you would get best performance from your team.

  6. #6
    Join Date
    Feb 2006
    Location
    Buffalo NY
    Posts
    1,348
    While it's a SaaS product we've had moderate success with shiftplanning.com although I can't say we use it to its full potential quite yet.
    Cody R.
    Hawk Host Inc. Proudly Serving websites since 2004.
    Let's Encrypt Sponsor.

  7. #7
    Join Date
    Jan 2013
    Posts
    261
    We currently use HiveDesk, however we've been testing out ShiftPlanning.com and are liking some of the features they offer.
    ⚫⚪⚫⚪ Running your web hosting business has never been easier - Hostistic.com
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  8. #8
    Join Date
    Feb 2012
    Location
    San Antonio, Texas
    Posts
    23
    shiftplanning.com looks interesting. If only it was self hosted.

  9. #9
    We use Google Calendar to maintain staff schedule. Each staff is given a company email address which they use to manage their calendars (which are public and open for view without having to log in).
    Simplix.net, Simpler Web Services
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  10. #10
    Join Date
    Apr 2008
    Location
    127.0.0.1
    Posts
    451
    +1 to google calander. It does he job well.
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