FITS Compliant Web Based Helpdesk - ** RELEASED **

[Kitkatninja]

...Sorry for all the quiet of the past few days, I am the proud owner of a 2 year old with chicken pox and as of this afternoon got a call from the wife telling me she now has it...

 

Hope your two year old is ok now Just waiting for mine to get it now

 

...The pro version will be availble for purchase from Friday onwards however we are still awaiting legal (patent) clearence on the Enterprise version. Grumbledook is indeed correct the suits are in control at the moment.

 

However to upgrade from Pro to enterprise is simply a license key change so there is no reason to wait in order to upgrade if you are using MLH...

 

Is the Pro version available today? As the Enterprise one is still waiting for the patents to come thru (and it's just to key to upgrade), plus we don't need to upgrade (we'll be installing from fresh).

 

-Ken

[mrbios]

Is much of the helpdesk customisable? for example the colour scheme? if for example i wanted to be able to integrate the helpdesk into the home page of our intranet site but i wanted to keep the colour scheme the same is that doable?

[Edu-IT]

Is much of the helpdesk customisable? for example the colour scheme? if for example i wanted to be able to integrate the helpdesk into the home page of our intranet site but i wanted to keep the colour scheme the same is that doable?

It works on templates, so yes. This was a feature added well before 2.0 I believe.

[plexer]

Hope your two year old is ok now Just waiting for mine to get it now

 

 

 

Is the Pro version available today? As the Enterprise one is still waiting for the patents to come thru (and it's just to key to upgrade), plus we don't need to upgrade (we'll be installing from fresh).

 

-Ken

 

There's a buy it now button on the website.

 

Ben

[Crispin]

There's a buy it now button on the website.

 

Ben

 

 

...which I'm about to use in 15 mins. Lets hope it works!

[mb2k01]

Can anyone tell me if this does the following:

 

- Link with Active Directory usernames/passwords

- Allow submission of new tickets via email parsing (i.e. email [email protected] and have it log the email as a new ticket in the helpdesk)

- Have email replies also update on the helpdesk

[EduTech]

Can anyone tell me if this does the following:

 

- Link with Active Directory usernames/passwords

- Allow submission of new tickets via email parsing (i.e. email [email protected] and have it log the email as a new ticket in the helpdesk)

- Have email replies also update on the helpdesk

 

It has 1 and 3 not 100% sure about 2

 

James.

[Kitkatninja]

There's a buy it now button on the website.

 

Ben

 

Even if we only bought the software in Nov? I don't want to buy, if I'm covered for support/upgrades for 12 months. Did go for the "Pro Upgrades and Support", but it needs a couple code.

 

-Ken

Edited March 12, 2010 by Kitkatninja
more info

[GrumbleDook]

When I spoke to Oz (shortly before the last lot of updates) he said he was starting ringing round folk to get them sorted on the upgrades the next day (yesterday) ... so it is starting ... and he knows that your upgrade is already covered under your existing licence too and is keen for you to have it before swanning off on holiday!

[Edu-IT]

@mb2k101

 

It has 1 and 3 not 100% sure about 2

 

James.

Email Management | OP Software - Solutions for Education

 

Email Polling (Auto generate and update incidents from POP3 & IMAP mailboxes)

 

Seems so. Pro version upwards.

[plexer]

Even if we only bought the software in Nov? I don't want to buy, if I'm covered for support/upgrades for 12 months. Did go for the "Pro Upgrades and Support", but it needs a couple code.

 

-Ken

 

You are covered for 12months of upgrades from date of purchase.

 

Ben

[mant01]

has anyone had the ability to download the pro version yet (prior to the release of enterprise). I have not had any contact from Ozan yet.

 

Regards

[mb2k01]

has anyone had the ability to download the pro version yet (prior to the release of enterprise). I have not had any contact from Ozan yet.

 

Regards

 

Nope. I had promising communications with Ozan over the weekend but no response to my emails since Sunday evening. Sadly I may not be able to proceed now - my next two weeks are pretty full, and I can't see myself having the time to install/configure etc

[Crispin]

We sent a purchase order Friday afternoon.

 

After calling and emailing, Ozan sent me an email saying i should receive more information 'shortly'. That was on the 15th

 

Emailed again this morning but no response this time.

 

This is becoming critical now.

 

EDIT: Just tried calling. No answer. Left a message.

Edited March 18, 2010 by Crispin

[mb2k01]

I'm a bit perplexed if I'm honest.

Having emailed back and forth several times over the weekend (which I was hugely suprised / happy about), I thought it would be a quick thing to tie up this week. If it isn't just me having trouble getting in touch - and the contact we're wanting to make is a pre-sale / sale contact, then I am wondering what aftersales and support might be like.

[plexer]

Hi guys,

 

I'm sorry that you are having so much trouble getting hold of Ozan, he has recently taken on more staff to deal with the development of this product and I think at the moment they are just trying to finalise everything.

 

I do realise however that the communication has been a bit lacking on this thread.

 

Thanks.

 

Ben

[plexer]

I've just rung Oz and asked him to provide you all with an update.

 

Thanks.

 

Ben

[ICTNUT]

We have been a little streched in that we did not anticipate the level of response we have had, nearly 300 requersts for the free version alone, add to this we are going throigh the process of upgrading our existing customers with dabatase converstions and such it has placed a little load on us.

 

Those of you that have sent orders to us for the new version I will get your accounts authorised over the weekend ready for Monday so you can download it.

[Kitkatninja]

Hi Mate,

 

How about those of us who are existing customers, but will be installing from fresh? eg no DB conversion.

 

-Ken

[mrbios]

I'm curious as to wether i could integrate this into our school intranet so that it would be on the homepage of the teachers intranet in an iframe - would this be achievable?

 

All previous helpdesk solutions have had relativly little use due to staff having a "cant be bothered" attitude and would rather pickup the phone only for us to forget what they told us one 10 other people have asked us questions, the only way i can see something working for us is if it was a part of our home page for the users to add help requests

[EduTech]

I'm curious as to wether i could integrate this into our school intranet so that it would be on the homepage of the teachers intranet in an iframe - would this be achievable?

 

All previous helpdesk solutions have had relativly little use due to staff having a "cant be bothered" attitude and would rather pickup the phone only for us to forget what they told us one 10 other people have asked us questions, the only way i can see something working for us is if it was a part of our home page for the users to add help requests

 

There is no reason as to why this could not be done using an iframe or other means to embed the helpdesk webpage.

 

With MLH i used a SharePoint Page Viewer Webpart for the helpdesk and that worked fine and that is all essentially an iframe does.

 

also, with OPSmartDesk being based on templates you probably make it embed much smoother into an actual webpage.

 

James.

[Crispin]

How about those of us who are existing customers, but will be installing from fresh? eg no DB conversion.

 

That's the same position I'm in. Just need the files + code.

[EduTech]

@Crispin + @Wagnerk

 

What Databases are you currently using MSSQL or/ MYSQL ?

 

James.

[ICTNUT]

Hi Mate,

 

How about those of us who are existing customers, but will be installing from fresh? eg no DB conversion.

 

-Ken

 

OK We have put a process in place so that any exisiting customers who wish to do a clean install and not upgrade simply email the support team on support [at] opsoftware.net requesting a clean install and your account will be updated so you can download the software.

 

This should help fastrack those of you that are waiting.

[ICTNUT]

I'm curious as to wether i could integrate this into our school intranet so that it would be on the homepage of the teachers intranet in an iframe - would this be achievable?

 

All previous helpdesk solutions have had relativly little use due to staff having a "cant be bothered" attitude and would rather pickup the phone only for us to forget what they told us one 10 other people have asked us questions, the only way i can see something working for us is if it was a part of our home page for the users to add help requests

 

Depending what is on your home page you have 2 choices, embedding using iframe is a good way to go or you could do as I know a number of other schools have and that is change the staff home page so it is the helpdesk.