(no subject)

[elyxxx.livejournal.com]

Sooo, what call logging software do you use? I'm interested, because so far in this job we've used two different systems.

The first one was Manager - it was OK, but not really right for what we do - it was more of a sales thing.

Right now we're using Clarify - and Gods is it the most unholy piece of crap I have EVER touched. The program itself is actually pretty good - I could think of things that could be changed but I'm not a programmer, and it ain't gonna happen.

The main problem is that we're using it over an internet link to Australia - the program itself is actually on some PC's at Microsoft AU..... The US is also using it too. The main problem is that they seem totally UNABLE to get a decent leak going and nobody wants to own the problem. My company says its Microsoft, Microsoft says it's our link, then they say it's Telstra Australia, Telstra says it's someone else... Round and round in a big cycle of crap.

I wouldn't be exaggerating to say that Clarify goes down at least a dozen times a day, often in the middle of typing long detailed notes, and it's VERY VERY slow - you can type a couple of sentences before you even see it on the screen at times. I don't think I've experienced more than a day in total since we started using it 6 months ago that it's been up and working well.

And they said it was going to increase our effiency and let us do our job faster and with more ease. HAHAHA.

*sigh*

I've heard the reasons why Clarify was chosen too - basically a case of nepotism. Sucky.

Comments

hehe

[synthe.livejournal.com]

Well there's a new version of Clarify 9.0.1 that is coming out this weekend, and it addresses a bunch of UI issues. It's still a piece of crap, but it's a lot better than the Workbench software we used to use a couple years ago :) But then again, I'm lucky, I have a decent connection to the clarify database servers, them being only a couple hundred miles away across the state, rather than a thousand miles away across satellites/transoceanic cables.

v-1gstro :)

Re: hehe

[elyxxx.livejournal.com]

Yeah, it's a lot better than Manager too. It'd be great, if only the retards would figure out the connection issues that we have rarrrgh. I'm tempted to incite everyone to a revolt in which we only use Notepad and save all the notes to a server folder until they fix it :P

v-sonyak ;)

*ponders assigning all her cases to you* *giggle*

Re: hehe

[synthe.livejournal.com]

wouldn't help much, I'm not on the phones anymore (YAY!), I'm a tech lead now, so unless they need some high-level Outlook, OE, or Netmeeting troubleshooting steps, I'd just farm them out to one of my techs, and we can't dial internationally :)

Does it come in chewy......

[sputtertoo.livejournal.com]

Kinda reminds me of our Kana server, bleh bleh bleh

yupyup

[ckenshol.livejournal.com]

We are using Clarify too. Hate it. Used to use Scopus. Now THERE is a bad program. After Scopus I'm only happy to use Clarify. Used Onyux for a job once. I liked that. But I feel your pain

Re: yupyup

[elyxxx.livejournal.com]

Ohh you poor thing.

TECHIES OF THE WORLD REVOLT AND USE NOTEPAD!!!*(&#*(&@&*@#&!!!#*&#*&!!

Re: yupyup

[ckenshol.livejournal.com]

NotePad? nah.. give me Vi or Gedit or Pico anyday

VANTIVE

[liquidmercurial.livejournal.com]

We use our POS Vantive which is uber slow and tedius. There are at least 4-5 different ways to add a case and case notes and very few people do it the correct way. There are at least 10 fields in here we don't need but we have to fill out before we can close or even save the case. It is a pain in my butt.

POS client database

[ngtmagicks.livejournal.com]

Ya, Clarify sucks, vantive sucks, anything that uses a packet type of transfer to anything exterior to the call center in question has to suck. Funtamental design flaws...

Now, Vi or if a must notepad...gimme that one for entering things..hell an oracle or sql frontend on a reliable pipe would be nice...

[inahandbasket]

Filemaker Pro.
Yes, Filemaker.
heh.

Oh, and pico in the unix editor argument.
vi is outdated, and a pos to begin with. ;o)

[ckenshol.livejournal.com]

OK.. so maybe Vi is outdated. But wouldn't it still be great to go to a meeting and hear that we have to use Vi now? I would love to see the look son all these damend MicroSoft techs here when they would here that.

Used to use FileMaker Pro for admin cases for an ISP. Loved it, the only problem is that it was a solid ISP, so not many problems... *sigh*

well...

[9mm.livejournal.com]

I work for a helpdesk company and you each desk uses a different software depending upon the company. Everyone used to use McAfee but most use Tivoli and some use Remedy.

[suppafly.livejournal.com]

we use something called HEAT.. we just started using it before we used this foxpro database looking frontend called SRQ

php?

[dcash.livejournal.com]

While searching myself one day for a helpdesk logging app, I found PHP Helpdesk (http://phphelpdesk.sourceforge.net). Don't know if it's what you're looking for, but it's a fairly decent web app...

[pyanfar.livejournal.com]

we also use Remedy. first place i've worked for that used it. my last job just used paper forms and a filing cabinet. well, several filing cabinets... the one before that used some kind of SQL database when they finally started using a call tracking system. before that we didn't keep track AT ALL. but it was a small local isp... and the one before that used something called TESS, web-based, and so far the best i've seen and/or used. loved it. never crashed, and it was fast. Remedy is ok when it's not crashing and when our Tier 1 actually enters anything into it before transferring the call to us. would also help if the sales dept would even put the customers into the damn thing before they start calling for help.....grrrr