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creating an IT support helpdesk

Posted: Thu Jul 21, 2011 2:20 pm
by rob1
Hi, I work within a small IT department and im thinking i could kill two birds with one stone.

1, i want to have a simple IT support helpdesk, which would allow users to log a call via a web page AND by email. the reality is people are more likely to use their email client (MS outlook) to our itsupport mail, so i was then also wondering what would be the best way to deal with the emails?? would it be possible to check the mailbox for new items and automaticaly add them to the helpdesk, they wouldnt need to be automatically be assigned to anyone just simply available to be assigned a technician, set up SLA. status, etc However, I would want to keep a log of all email correspondence so there is a full audit trail

2, I could probably download some kind of prebuilt ticket system, but im keen to practise my skills and learn new things and feel having something worthwhile to work on is going to be more beneficial for me in the long term. but if what im trying to do is not going to work very well within PHP then please advise what language would work best with what im trying to do


thanks

Re: creating an IT support helpdesk

Posted: Fri Jul 22, 2011 1:04 pm
by pickle
How small is the department? How many users are you supporting?

All the pre-built systems I've encountered were quite cumbersome - this is a good project to cut your teeth on so to speak.

PERL might be a touch better to interface with the email server, but it's certainly do-able with PHP & the IMAP functions.