Implementation and Operation
Compared to other products the fraDesk is restricted to a minimum range of features meeting the actual needs of the user.
Due to its modular structure, however, the tool can be extended by additional features at any time. The complete system is based on the server-side and apart from requiring a browser and internet access makes no further demands on the client/user-side.
The development is based on freeware databases such as MySQL and the script language PHP. Since fraDesk was developed as a multi-client capable tool, there are no problems with installing the system for various independent users provided that access authorization and data security are ensured.
This involves a second benefit: support and maintenance of the system are centrally coordinated. Unauthorized access to the data of other users/organizations is reliably prevented. It is possible, however, to transfer tickets: Requests that could not be processed within the scheduled time ("escalated tickets") can be transferred to other staff members with free capacities. Thereby, the fraDesk is able to reflect more complex support-structures (second-level-support and third-level-support).
fraDesk has been active since August 2007 and is currently being used by more than 150 schools and service partners participating in our cooperative program fraLine-IT-School-Service. Altogether fraLine had been working with the predecessor of its self-developed helpdesk system for seven years.
