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The point is if you're using SimpleDesk in a professional environment, where you have staff members that clock in and out on a regular schedule.  Sure, the web based presence would allow whoever is online at the time to answer the questions, but the scheduling is more for the 'front line' or an administrator/office admin who intercepts the cries for help first, and then assigns a technician a particular help ticket.

Anyway, I thought of another feature for much later, this one dealing with customers specifically.  Will there be any sort of 'database' for customer information, using customized fields?  In my last job, we had a Microsoft Word document that had all of our remote connectivity information, points of contact, and other misc info about each customer (software modules they were using, etc)  Also linked with this, would be a feature that facilitates basic accounting like creating Invoices for billing of customers.  We'd have one place for all customer information, of course, if a company wants to use a professional accounting package, that would be their choice.

Thanks!  I was reading your "Get to know me post", and thought of another useful feature...later on.

Since this is an internet based help desk, that implies that some members may be working during different times of the day/night.  Are you planning on adding an interface for staff scheduling?  In my old job, it sometimes was a hassle when taking a call, and assigning it to a Tech, only to find out they were off that day, or out to lunch, etc...   Then again, we also had a Support Administrator, who primarily answered the phone, but sometimes she was at a loss as who was working and not, since we had not only in-house workers, but Tech's that worked via remotely.

Hi, newbie here, but long time worker in the  help desk field.

I thought of something while reading through your description of a typical call....yup, it's pretty typical.  I have to mention one thing, in some point of the development cycle, are you going to have the ability to 'lock' entries so that a technician can't modify a previous entry without a manager's approval, or maybe a supervisor level (all determined by membergroups ) that can edit tickets, to clean them up?

Also while on the subject of a supervisory role, one thing I know is very helpful to a tech is having a good formated knowledge base.  In my old job, we had a 'senior' support tech go though and format all the calls we had into a single format for easy review, troubleshooting steps, and resolution.  Also helped with searching (that I can see by the keyword tags you've got in your Features List).

Just a couple of things to think about down the road...