help desk/ hotline automated?

cymbidia(9 CA)March 4, 2009

Our help desk takes questions by phone, in person and over the internet. We fill out a paper form with the "customers" contact information, question description, answer and a list of materials sent. Then we file it. Seems to me it would be nice to have all this in a searchable database on the pc. Has anyone built such a solution?

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madtripper(5/6 Guelph)

I don't have such a solution but know how you set one up.

Use a standard Word form to record the info - one doc per question. Then save it to Knowledge Tree - a free document management software. this lets you search the context just like a goggle search.

You can find knowledge tree at

    Bookmark   March 4, 2009 at 7:00PM
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napapen(ca 15)

Our internet goes through our county,as all the UCCE in California. I'm not sure we could us Knowledge Tree. Yesterday we built an excell for Membership hours - It was partly done and still took 3 hours.


    Bookmark   July 8, 2009 at 4:59PM
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