Michael Gunning - Leitrim County Council

With all the changes in local government over the last number of years, especially the emphasis on performance indicators it was essential that we in the IT Dept of Leitrim Co. Council were able to measure the volume of work being handled by our support staff. I heard of ieSupportManager through word of mouth from my counterpart in another local authority and what attracted me to the product initially was that it was relatively inexpensive compared to other products on the market and also that it was developed in Ireland. After my initial contact with ieComputerSystems it was only a few days before they had a representative on site and an evaluation copy of the application installed. We were very satisfied with our initial trial and had the fully licensed version installed shortly afterwards. There was a lot of work involved initially in setting up the various “customers” and “products” etc but we got assistance from ieComputerSystems to import all our users from our domain. Initially the IT staff logged all calls themselves, either as they came in over the phone or later in the evening when things got quieter. This approach often led to calls not being logged and therefore the system reports were not giving a true reflection of the throughput of the IT staff. It was around this time that we were developing our intranet and we thought that if we had the Web Support module of ieSupportManager as an application on it, then the end user staff would be encouraged to start using the intranet in order to log calls. At present, about half our calls are being logged online and another quarter are logged by IT staff for jobs that don’t specifically involve an end user. That leaves only a quarter of calls still coming in over the phone or by e-mail. We have been using ieSupportManager since December 2002 and have 4500 calls logged to date. 

As Outlook mail is the main means of communication within our organisation I asked ieComputerSystems to develop an e-mail notification module for ieSupportManager to alert IT staff about logged calls. I now have this module installed and am very happy with the way it is working. They have lately expanded the functionality of this module to alert the end user of calls being closed as well as allowing an end user to directly assign a call to, and notify by e-mail a specific member of IT staff. With some more time and training the majority of our calls will eventually be logged and assigned online. This will give a truer reflection of the throughput of the IT section as well as giving a much better service to the end user. 

"Has the features we need - Spanish, knowledgebase, file attachments, no programming to configure"

David Ujifusa - Logitek S.A.

I've implemented the Spanish version of ieSupportManager for our company here in Barcelona. We only have four Tech Support people in the company, so we just needed something simple. ieSupportManager has everything we need - activities, file attachments, configurable without programming, Spanish language, a Knowledgebase, simple interface so the Sales people can use it to look at customer activity, and inexpensive. It uses a freeware database called Interbase, so that's what reduces the cost. Plus, it was developed by former Tech Support people, not just programmers, so it's really something useful. We're very happy with the product.

"There's nothing better even for the triple of the price"

Peter Boehm - Marshal Software GmbH

After having evaluated a lot of help desk programs, we found it easy to make our decision for ieSupportManager. Beside the quality of the program, the tech support provided by the manufacturer is fast, reliable and really knows how to handle things the right way. Not unimportant for a software that could prevent the whole helpdesk from working, when malfunctioning.

"Excellent, very powerful, very easy to use"

Neil Hoskins

We're a software developer and our motto is "Keep it simple, make it flexible and ensure it does the job" - must be ieComputerSystems too! ieSupportManager is excellent, very powerful, very easy to use, extremely cost effective (almost so inexpensive you can't believe it can be so good) and expandable to boot.

"A real bargain!"

Simon Dunne

We have a very small helpdesk and could not justify purchasing one of the bigger solutions. ieSupportManager serves all our needs and more.

"Hegarty Computer Services has improved its customer support using an online help desk called ieSupportManager"

A copy of the article can be found here.

"County Councils get web based support"

A copy of the article can be found here.

"Developers gain from support pain"

A copy of the article can be found here.

"A fully searchable knowledge base ensures that users can find the correct answer quickly and easily, ensuring clients are kept happy"

A copy of the article can be found here.