No, not really you, unless you work at Lakeview. Then, maybe. I recently added a custom field to our HelpSpot helpdesk application that’s very simple: it’s a checkbox. When I’m working on a request and a user solves their own problem, is extra helpful, or makes a brilliant observation (the details boil down to “I’ll […]

As promised, this post is coming to you from my new Nokia N800. When I received it on Saturday the 19th, I immediately spent the entire rest of the day examining it and testing it in many ways. Like Christmas in January! I was so busy playing with it, I neglected to post about it […]

Quite a lot going on at the moment! I spent nearly all of yesterday (Wednesday) working on several helpdesk issues ranging from setting up two new Palm Centro cell phones to diagnosing a sound card issue on a laptop to stuff I can’t even remember at this point! It’s the longest I’ve spent away from […]

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 […]

I’ve returned from a much-needed two-week vacation! But I decided to test out the recommendation from some security professionals (I can’t find the original posts right now) that suggest that when you leave the office, you don’t tell the general public that fact if at all possible. No out of office email, no giveaway voicemail […]

I posted the DNS resolution issue I encountered with the LAMP Server appliance from VirtualAppliances.net on their support forums. They’ve responded that they have yet to reproduce the issue but are working on it. I’m looking forward to getting this working, and I’ve also requested a quote from them to see what a custom appliance […]

I initially started testing the HelpSpot trial using their hosted trial service. It was a good way to determine if the interface merited further investigation. It does, as the interface is very nice and it is very easy to use and understand (from technician and user perspectives). My main issue right now is that it’s […]

In reading some of Jason Powell’s old posts about helpdesk software, I discovered a comment by the author of a system called Userscape HelpSpot. The system has obviously gone through some changes since the original post. I haven’t seen the original, but the changes appear to be good because I really like the system! The […]

Tony Dye has an excellent post that is along the lines of my own posts here and here regarding hardware inventory. His wish list seems to communicate even better than my posts what I’d like from the inventory side of things, but I still want a helpdesk to be integrated into the same system. Some […]

I’ve been looking for a good hardware inventory and helpdesk ticket solution. I got two suggestions, OCSInventory and ManageEngine OpManager. I also found a post by Jason Powell about switching to ManageEngine Service Desk Plus. I have a huge amount of respect for Jason and his team, so I’ve tried out the free trial of […]