fraDesk – the multi-user capable helpdesk system
The intuitively operable, Internet based tool records incidents and user requests (e.g. the support team of an institution) in so-called "trouble-tickets". Requests and incidents can be reported outside office or hotline hours around-the-clock. Support staff can retrieve and process "tickets" at every PC provided with Internet-access.
As part of the project "Application-Orientated Research and Development at Universities of Applied Sciences" the development of a multi-user capable helpdesk was launched in 2003.
"Client-compatible" implies that different organizations, support teams, service providers or affiliates are able to use the software either simultaneously or independently of each other.
fraLine itself uses the fraDesk to coordinate and process school requests and incidents. On the other hand an individual school can also use the tool for internal purposes, e.g. to coordinate trouble-shooting.
With the increasing availability of information technology school-IT has become an overall topic that concerns a growing number of interested parties. Coordinating their relation and communication with each other, determining responsibilities and setting up "game rules" (e.g. service-level-agreements) has therefore become an important task.
