Products in each section listed listed alphabetically by vendor.
Customer-One is a customer support and market interaction environment based on Windows (client) and Windows NT (server). It uses SQL database technology. Prices start at $3,495.
Heat for Windows, a customizable problem solving/problem management tool, automates the logging and tracking of inbound calls. It is ODBC-compliant and operates in both file server and client-server environments. An internal customizable knowledge base provides solutions online. Prices start at $2,500.
Q-Support for Windows provides inventory management features for maintaining equipment and maintenance information. It also offers help desk support for receiving, logging, and routing calls, as well as problem management database features and an integral management reporting capability. Prices start at $5,800 for a three-user license.
Trouble Ticket/6000, a feature of Netview for AIX, is a distributed problem management product featuring trouble ticketing and systems inventory. Net managers can track and solve problems and eventually eliminate them before they occur. Prices start at $10,500.
LANdesk Response is problem tracking software for help desks. It comes with filtering, search, and query capabilities for resolution of new or recurring problems. The package costs $995.
Command Helpdesk automates network help desk, troubleshooting, and trouble-ticketing activities. It generates network service requests and trouble tickets directly from Command 5000. It costs $9,500.
Paradigm/XP is a problem management package that includes ticket prioritization; automatic notification to users, administrators, technicians, and vendors; automatic escalation; action plans for multistep progress and resolution; trouble-ticket history and analysis; user-controlled filtering and automatic capture of network events; vendor contract management facilities; templates to automate repetitive tasks; and tailorable automation features to complement user-unique operational processes. Prices start at $17,500.
The Support Express expert system enables help desk personnel to identify problems and establish procedures. The SE Procedures knowledge base provides access to online manuals, known problems, error messages, and other reference materials. Add-on modules extend SE's capabilities to improve the productivity of help desk professionals. Prices start at $1,495 (one user) and $4,495 (five users).
Platinum Apriori automates internal help desk and customer support environments. It can be integrated with help desks without programming, prototyping, or case-building. It combines problem resolution with call management, flexible workflow management, workload management, automatic communication, and management reporting. Apriori offers optional self-service problem solving via e-mail and the Internet. It can be linked with other applications, such as telephony, network management, and asset management systems. Pricing starts at $50,000 for 10 concurrent users.
Business First! service management software comprises four modules: Contract First! for contract management, Call First! for call handling and dispatching, Stock First! for inventory logistics, and Repair First! for repair center management. Prices start at $50,000.
The Action Request System client-server help desk application can be used to automate support and business processes. It has an adaptable workflow engine that allows customization without programming. Prices start at $6,500.
Support Express for Saber LAN Workstation integrates LAN management software suites with help desk utilities. It includes DOS and menu-ing and metering, hardware and software inventory capabilities, file distribution, scripting, disk monitoring, print management, and remote control. The price is $2,995 for the first user and $1,249 for each additional user.
Scopus for the Helpdesk combines call tracking, case management, network management integration, trouble ticketing, telephony integration, and end-user product configuration information into one platform. Prices start at $3,000 per user.
The Trouble Trax trouble-ticket management system can be integrated with Novell's Managewise NMS platform or run as a standalone Windows application. It handles problem recording, tracking, and resolution. Prices start at $995.
Corporate Helpdesk is groupware for internal IS help desks. Technicians automatically find employee information and assign, escalate, prioritize, and access previous solutions on trouble tickets. Managers can use reports to monitor workload, reassign tickets, determine user training needs, evaluate performance, and generate statistics using 25 supplied reports. Prices start at $4,995.
DP Umbrella SQL gives help desk operators a way to manage calls, forecast problems, and post resolutions to end-users. It can be integrated with five different e-mail packages for automatic communications. The package is a client-server application running off SQL Server for NT and Sybase. Prices start at $7,995 for a five-user system.
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