Web Help Desk

We have seen a revolution in our information and customer service management abilities with bigWebDesk. We used to handle everything with paper work orders based on a Filemaker Pro database, which had to be generated by our secretary, entered, printed, assigned manually by a supervisor, then issued to a tech via a phone call or a file folder at our central office. This lead to high response times, low customer satisfaction due to mis-assigns, and frustration on the part of technicians, since there was no direct contact with the end user who was reporting the issue.

With bigWebDesk, we have had an increase in communication across our structure from end users to technicians. Since the techs can access their tickets from any computer in real time, they can be prioritized by location, which reduces travel time wastes and also delivers service in a more timely, efficient manner. Supervisors can use the reports feature to examine the number or tickets in any desired time frame, as well as seeing a default-view breakdown of how many are closed, on hold, or open. This gives a unique management advantage--bigWebDesk can be used to track labor time and travel, if desired, and from the ADMIN panel, you can access the details of any work ticket from any of the users or technicians.

Communication is key in any enterprise. With bigWebDesk's ability to log info without generating email OR an option to email the user as well, you establish a track record of the issue which allows the troubleshooting process to be documented for all to see, so that repeated steps are not taken. Users love to get valid information from the technicians, so when you log an entry that sends email to the user, they receive the entry without having to login to bigWebDesk, they simply have to check email, and with each entry, they receive an update to their issue. I have had the most positive feedback with this feature in particular. Users now feel more in the loop, and IT is able to provide more relevant customer service, since the users can communicate through bigWebDesk as well.

We have made use of the KnowledgeBase feature, so that difficult problems need not take long time to troubleshoot. If a tech wishes to make a KB issue that has an existing work order associated with it, you can do so as part of the "close ticket" process. It makes it easy to enter all relevant information right from the interface.

I have been especially impressed with the reliability of bigWebDesk. At no time has there been an instance where we could not access it. It is always there, it always loads quickly, and it never lets us down. Whenever we have had a question, bigWebDesk is an easy toll-free call away...no waiting, no hesitation, just customer-driven response and a "custom-tailored" feel for ease of use.

We are very pleased and happy customers! Keep up the good work!!

BigWebDesk has allowed us to conquer several aspects of managing school wide needs. First of all, we’ve set the Help Desk up to manage both Maintenance Department and Technology Department related services. Additionally it has been a great source of managing and facilitating timely work orders at AWS. Our technology department specifically appreciates the ability to communicate (within the context of the BigWebDesk interface) with the person(s) in need of service, as the ticket remains open. What’s more it has significantly cut down the number of nitpicky or unnecessary support issues because we now have a formalized process for submitting work orders.

From the staff point of view, they’ve enjoyed the ability to easily navigate the web interface. I have used other Help Desks before that are overly convoluted in terms of the information requested and the way it must be submitted via the form. Additionally, the staff really appreciates that they can select from a list of potential support providers and that they get email verification when tickets are closed.

Administratively speaking, BigWebDesk was incredibly intuitive, making it easy to customize it to the needs of AWS. I’m looking forward to including in our support monitoring next year parts and labor aspects of the database so that we can work to manage costs and time.

First, I will say that bigWebDesk has certainly helped with our technology work orders. It helps our technicians manage their time better and staff knows that if they do not fill out a work order they won't get any service. We especially like the feature of technicians being notified via email when they receive a work order, that we can then send an email to the end user about when we will addressing their work order and that email is sent to the user when the work order is complete. We have been asked to respond to users within 24 hours. A response can simply be a call back. A phone call is usually not feasible because it is difficult to reach teachers in their classrooms but they do read their email. So the email notification is very important to us and works great. The reporting feature is also very helpful. It keeps track by technician, site, month, total summary. This information I can take to either my supervisor or board not only as evidenced of our workload but to use a justification the need to hire additional staff. I would recommend this product to any company looking for a management system for work orders, services, etc.

I would also like to say that your company has been excellent to work with. (They are) very responsive to customer needs and are always available when I call. Email is OK but sometimes it is nice to talk with a real person.

We now have close to 850 closed tickets. Oh by the way we hit the 1000 mark yesterday for tickets issued. I waited for sirens and balloons to pop out of the computer or a free ticket to famous island, but nothing. Never thought when we began this last spring that 1000 tickets would be issued this quickly. This software and your company has made a huge impact on our helpdesk service. Thanks for your continual help to making our service to our district more efficient.

bigWebDesk) is the best thing that has happened to our department in a long time.

(I) Just can't tell you how much your product has helped with the daily job we have of too much work for too few people. My staff and the teachers (computer coordinators at each site) have been helped by the increased communication.