Web based help desk: WebCISS
I have taken a look at the web based help desk solution from Australian based software company AuraTech.AuraTech, which started in Brisbane in 1997, is specialized in developing software for small and midsize businesses, and small offices/home offices (SOHO).
They have created three products that aid help desks and customer service departments with logging, tracking and tracing of customer requests:
- CISS (Client Integrated Support System, pronounced KISS): Windows-based desktop system. Client needs to be installed on every PC. Pricing ranges from $120-$140 (250 AUD) per copy
- WebCISSlite: Add-on for CISS to be able to do most of the activities through a web based help desk client. Price $420 (750 AUD) in addition to 1 CISS copy. No user limit.
- WebCISS: Complete web based help desk solution which I tested here... $1,680 (3,000 AUD) per site, no limits.
System Requirements
- Windows NT4, 2000 or XP with IIS 5.0 or greater OR
- Linux, Apache with ASP, CDONTS support
- Internet Explorer 5 or Netscape 6 (or better)
- Microsoft SQL Server or MySQL
My Impressions
WebCISS has a clean cut interface, simple yet effective. I like it! Click on the left for a screen shot.
Customizing abilities are limited to defining various field values, such as request types, priority, status, feedback levels, actions, and components. Also, you can define some custom fields, but not field type. You do not have the ability to change the setup of the request screens, but it will fit most applications, certainly for small and mid-size businesses. I give it plus points, as it adds to the simplicity of the system.
When you get a new customer request, you first select a requester (or create a new one) and then it can easily be entered. Upon saving you can automatically send an e-mail. A standard text would’ve been nice, but it works fine. Also, searching the issue list and the separate knowledge base is straightforward.
The function I really liked in this web based help desk was the possibility to give a requester access to his requests, where he or she can check the status, and possibly add some additional info. On entering a new requester, you give him a user-id a password. Works like a charm!
CONCLUSION
WebCISS is a simple, straightforward web based help desk application. Because it’s completely web-based, this adds great possibilities as the requester access. Although I liked the overall look and feel, and especially its simplicity, I can’t help but feel that some additions to help the support personnel, f.i. standard texts in the e-mail function and new issues, would have resulted in a more well-rounded application.
**** I give WebCISS 4 out of 5 stars.
