Call Center / Bug Tracking Software?

[mattfromomaha]

Hey, I have a question for everyone.

Here's the background information: I work for a two-provider medical practice part-time as the IT administrator and am a full-time college student. Our office is heavily dependant on IT, so uptime and quick problem resolution is very important to us. Since I'm only in the office two days a week, it's very important that I'm aware of any problems and know what's going on so I can fix them. I'm also worried about who will take over my place should I move away from Omaha for medical school next year.

So, the question at hand: I'm looking for a software program I can use here at work to track technology-related problems.

Basically, something web-based where a user can log a problem and generate a "case number" or something similar. Then, as the issue is dealt with and eventually resolved, I can post updates as to the steps taken to fix.

My goal is to create out of this a searchable "knowledge base" where people can try searching for their problem and hopefully troubleshoot on their own, which would be great when I'm not in the office.

I've looked at Bugzilla. Actually, it's the only program I know of that works like this, but I'm a bit worried that it's going to be more program than I need, since it's more for tracking program bugs. Also, the setup looks somewhat intense, and I don't know how well I can handle that.

So, does anyknow of any other good, cheap programs I could look at? Or, would you recommend Bugzilla?

Thanks!

[nikemen]

try rightnow technologies. They go from simple, ro remedy size installations. Also, they have many populated DB's that you can acquire to get yourself up and running.

[mattfromomaha]

Nikemen,

Thanks for the advice. I just briefly looked at their website but I need to spend more time there tomorrow. It looks like their products may be expensive, though. Have you any idea what their costs are like?

Thanks!

[nikemen]

they do scale, and they do make offers for small startups.

they also do a 30 demo, where they configure a site for your with access and load it with data, so you can really see how it will work out.