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FootPrints is a Web-based help desk solution that primarily allows you to
track all entries that come through your call center as well as help
manage your local and remote help desk staff. The software can also be
used for project management, bug tracking and product development. It
supports Microsoft NT 4 (for either the workstation or the server), Intel
versions of Linux, Sun Solaris and other operating systems. Most
databases, such as Oracle, Sybase and MS SQL-Server, are also supported
via ODBC in addition to the standard FootPrints database.
Installation
Since we already had the Microsoft IIS Web server installed on NT
Server 4, FootPrints' installation was accomplished very quickly. All we
needed to do was go through a few steps presented to us on the CD-ROM,
which included entering our name and company, our mail server name for
e-mail notification, the FootPrints administrator's user I.D. and e-mail
address, the names for the first project we would develop and the address
book associated with it. We also had a choice of what name to call each
database entry (entry, issue, ticket or call), and we selected
"entry." The only part of the process that troubled us was that
if we wanted to back up to the previous setup screen by clicking the
"back" button, we were taken to the first screen instead. We
then had to proceed to the screen we wanted by clicking the
"next" button a few times.
All that remained to be done was wait for the typical installation to
be completed and reboot the PC. When our server came back up, we entered
our computer name as a URL in our browser and entered our license string.
When the FootPrint's log-on screen appeared, we entered our user name and
password (which was given to us when we installed the software) and were
ready to investigate the FootPrints solution.
The only differences we noticed between logging in as an administrator
and logging in as an enduser are the additions of the "Project
Admin" and "System Admin" options. We realized this after
adding a new agent and then logging in as that agent. Incidentally, when
logging out, FootPrints neatly goes back to the log-in screen instead of
exiting the system. Of course, clicking the above options leads to all of
the configuration settings for FootPrints that have to do with project,
address book and system administration. Over all, these configuration
settings are straightforward, relatively easy to understand and give the
administrator all the options for managing the system.
Documentation
UniPress Software delivers an administrator's and a user's guide in 98
both print and Web-based format. Both guides are concise, informative,
present decent procedural instructions and contain plenty of examples of
the FootPrints screens associated with the topic being discussed. What
these documents lack are indexes and any information on the initial
installation process. Although the installation is relatively painless,
instructions for this process would be helpful, especially since users are
just beginning to familiarize themselves with the product at this point.
In addition to the guides, the online help files include a contents
section, a glossary and searching capabilities. With these files, almost
any information about using or administrating FootPrints can easily be
found.
Features
The first feature we'd like to mention is that FootPrints is entirely
Web-based. This simplifies the installation and configuration process,
especially for use with multiple sites. Remote users would benefit from a
Web-based client since they can access FootPrints from any browser with
any operating system, and the database is always accessed in real-time.
As for FootPrints' actual help desk features, tracking entries is the
center point. Keeping track of every entry in an accurate, organized and
nonrepetitive manner is the key to a good help desk. After tracking,
FootPrints allows new entries to be assigned to those best suited to
handle them, based on the customized criteria you create; e-mail
notification about a new entry is available to both endusers and agents;
entries can automatically be escalated to the appropriate people if
unresolved for a specified amount of time; and contact- and
client-specific information can be kept in a customized address book.
Other major features in this latest version of FootPrints include
searching and reporting functionality. Agents can search similar entries
or reports to more easily find the solution to a problem. Meanwhile,
supervisors can check on the overall progress of the agents. Once a
possible solution is established for a particular entry, FootPrints allows
the agent to attach any instructions or other information to the entry and
send it to the end user via e-mail.
For an additional cost, FootPrints also offers HelpAnswers.com, which
is very valuable for general computer knowledge. In addition, it provides
another method for agents to find solutions for difficulties that end
users may be experiencing.
Operational Testing
After adding new agents to the first project we initially configured
during the installation, we then added a new project. To do this, we
continued to act as the administrator by clicking "System Admin"
and then "Project Management." From there, we configured the new
project with the help of the informative Web GUI. We could also scan our
current project, delete the project, or load external data in a flat file
format onto the FootPrints Project database.
Acting more like an agent now, we added a new entry, as if addressing a
particular help desk concern. We first entered a title for the problem,
the priority level (1-10) and whether the status was open or closed. We
then entered the contact into our address book by either selecting an old
contact (a person who has made inquiries in the past) or entering a new
one. Next, we had the option to attach a relevant file with the entry and
add a description about it. Of course, we also assigned the project
member(s) for that particular entry. We had the option of sending the
entry information to other agents not officially listed as part of the
project by typing their e-mail address into the "CC" box. Last,
we had the option to keep track of how much time (if any) was spent thus
far on the entry.
Only seconds after we sent the entry, we received an e-mail through the
mail server, which we had specified during the installation, that notified
us of the new entry with the description and attachment linked to it. Of
course, the entry was also listed on the home page of the assigned
project. Once a solution is assessed for a particular entry, it is filled
out and tracked in a very similar manner. Through all of this, projects
are organized and entries are tracked efficiently.
To find a solution or to track down a particular entry, searches can be
conducted. The simplest form of a search is done like a typical search
engine. The user can type the title, description or number into the search
box, and FootPrints looks through the database to find the matching
result(s). In addition, a more advanced search can be conducted. This is
done with a similar look and feel as creating an entry and can be saved
and shared so others can benefit from the search without needing to repeat
it. Also, for better management of a project, reports can be created and
saved for cross-project, time-tracking and historical information in a
similarly easy manner.
Room For Improvement
While FootPrints can greatly assist with improving a help desk's
productivity, we thought of a few suggestions that might further increase
productivity. One idea would be to add the ability for two or more help
desk agents working on a project to discuss an entry through an online
private chat session. A chat session would be especially useful if one or
more of the agents is communicating remotely. Likewise, a help desk agent
may also want to communicate with an end user through a chat session.
Another possible addition would be the ability for Web callthrough from
the FootPrints project home page, allowing communication to run even more
efficiently. With both of these methods, a solution could be accomplished
faster and more thoroughly.
We also have a few suggestions that could be incorporated on the
FootPrints project home page. Although you can sort by date, status,
title, etc., it would be nice to be able to do this on the fly directly
from the home page instead of sorting or changing the view by always
clicking the "My Preferences" option. Also, color-coding would
be valuable so agents could quickly see the status of an entry. For
example, a closed entry could display a black circle while an open entry
could be represented by a green circle. In addition, we would like to see
an agent have the ability to reopen a closed entry. One last suggestion
would be that the project home page should supply an HTML link if a file
is attached to an entry so an agent could view that attachment directly
from the home page.
Conclusion
All in all, UniPress Software's FootPrints Version 4.3 would be of
considerable value to any help desk. The time management and organization
issues alone that can be solved because of the software are enough for
help desks to consider this solution. With the addition of Web, tracking
and other benefits, FootPrints offers even more of a reason to give
serious thought to updating your current system.
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