We have chosen HelpDesk

- Siemens SP was given the task of building a support community spanning several countries. Finding a helpdesk software was an essential part of this, says Andreas Schuhmacher.

We had the choice between already existing tools made by well-known brands and Artologik HelpDesk. We evaluated them according to our key requirements, such as: being web-based, having a flexible interface and being high performing (we process 60,000 tickets per year).

Some other important program features that also affected our decision were the possibilities to: handle e-mails, generate reports, manage FAQs, customize the software according to our own requirements and work with at least four languages.

The flexibility and ease of use of Artologik HelpDesk were the elements that finally convinced us.

- We chose Artologik based on functionality, user friendliness and cost, says IT manager Nick Flack.

We particularly like the LDAP integration and the fact that the solution is purely web based rather than having to have a client installed on a local machine.

We mainly use HelpDesk for IT and Facility support issues. We have 3 administrators currently and we use the reporting functions to track how busy the IT department is. We manage IT support for the UK and US through the helpdesk.

Asea Brown Boveri, a multinational company, uses HelpDesk for their human resources management.

Members of the staff of ABB say they find it is easier to reach the human resources department, HR direct, since the program was introduced.

Now, only one e-mail address is used so staff members don’t need to spend time searching for the address of people they need to turn to. Ticket delegation is then easily managed by the system.

Artologik HelpDesk reduces the workload for the support personnel at Växjö municipality and increases the accessibility for local residents by streamlining the information flow.

The program is used, among others, by the IT department for logging support tickets and for resource allocation. The public administration for technical issues uses it to handle work orders regarding water and sewage matters.

Over time, the municipality has found more and more areas where they can use HelpDesk to render their work processes more effective.