Do you know you can open, answer, close and report help desk information without human intervention?

A mistake on our part made it difficult to interpret the results for Best Help Desk Software equitably. So that we can present a fair and accurate picture of readers' votes for Help desk software, we're designating the top three vote-getters as co-winners of this year's Best Help Desk Software award: Emergent Online's 99point9.com, HelpSTAR, and Remedy Help Desk.

HelpSTAR is Help desk software that helps enterprise Help desk departments manage the processes involved in computer-problem resolution. The wizard-enabled quick setup process and user demonstrations let support technicians begin using the software quickly, and the intuitive UI provides fast access to common functions. You can configure the workflow function to route service requests directly from logging to dispatch to queue to support representative to resolution and closing. Trace memos note every workflow change to provide a complete audit trail. You can configure the software to automatically escalate service requests according to their priority and customized escalation interval settings. Paging functionality and automatic follow-up reminders help support technicians maintain prompt response times.

Remedy Help Desk software is an integrated support management solution that automates support processes, including the ability to submit, monitor, and manage Help desk cases, change requests, and asset inventory records.

The process starts with the Help Desk person sending you an email that contains a link to the "Log Me In Rescue" service. You then click on the link and follow the prompts to start up the program. From there the Help Desk person can control your keyboard and mouse to do any troubleshooting they may need to do.

In conjunction with HDI, the College of DuPage will measure end user satisfaction using HDI's Customer Satisfaction Index Service. This user-friendly, secure, web-based service will randomly survey COD faculty and staff members who have recently contacted the IT Helpdesk. We will benchmark our performance against established goals, other educational institutions, and the support industry as a whole. This trial service started April 16, 2007 and ended on September 30, 2007.

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