David Szpunar: Lead Engineer, PC Help Services

David's Church Information Technology

July 5th, 2007 at 12:45 pm Print This Post Print This Post

HelpSpot Help Desk Purchase Decision

With our 45-day trial expiring this coming Monday, we’ve decided to purchase HelpSpot for use as our internal helpdesk. But wait, there’s more! We’re also going to be using the system not just for IT, but the Hospitality, Maintenance, and Marketing/Communications (MarCom) departments as well! We have yet to work out the specific details of how each of the non-IT departments will use the system, but I have a meeting with our People Resources person (HR) next week to brainstorm the best workflow, and we’ll go from there.

I have been using HelpSpot for IT department help tickets (HelpSpot calls them “requests” which is much more end-user friendly, one of the great things about HelpSpot) during the trial, and it’s been very easy to use and useful. So far we have 53 tickets in the system, from the beginning June through today, with 8 currently open and 45 closed. I’m looking forward to beta testing version 2, with some really useful new features like HTML support, request merging, batch responses, improved custom fields, integrated help, and an API that should make it even more extensible and flexible (I see potential for integration with Spiceworks or some other inventory system through the API, depending on specific details).