The Open University
Person: Geoff Bradshaw
Company web site: http://www.open.ac.uk
We were using the open-source product "Request Tracker" but we had just had our Perl develop retire and the system did not give us the management information they required. We needed a system that was easy for end-users and would fit into our system with minimal management overhead. HarePoint Helpdesk ticked all the boxes for us and end-users love our ticket system now.
HarePoint HelpDesk for SharePoint
The new ticket system gave us what we needed in management information and user interface. It fitted into our SharePoint estate and the support teams capabilities.
It now far easier to see where we need to put more support and where we have too much. It has also enabled us to build a business case for another body on the team, All of this in just a few months makes it a very effective tool for my team.