norwoodites's Journal: helpdesks software and their uses

The real uses of helpdesks:
        1) to show that you are working but in fact you are not.
        2) to recieve jobs for users who do not want to talk to you otherwise
        3) to keep a log of what is done.
        4) to work less
        5) to get get paid more
        6) ??

What do think helpdesks should be why they are used?

Can lead to an InfoBase

[dthable]

As a developer writing a helpdesk system, I can tell you that my clients are intrested in keeping track of how the solved the problems so they can solve them fatser in the future. Sure, the software has ways that managers can track how long an employee is taking per call, but those kind of metrics only tell one side of the story.

Do you ponder such questions because you work at a help desk? If so, what features would make your life easier. Maybe the problem is the developers have never worked in a help desk and don't understand what it's like.