Q: Can Bugzero be used for IT help desk customer support?
A: Yes. Bugzero can be configured to be used in the IT help desk customer support
situation. For instance, you can configure Bugzero to have fields like
Department, Location, Environment, etc, instead of Version, Build,
Platform, Test Case that are commonly used in a bug tracking situation.
Bugzero is expecially a good fit if you let your customer to send email for
tech support. Bugzero can intercept and parse the email, save it into the database
and then automatically notify one of your company representatives. Your company
representative can then reply by email or through the web interface. The entire
communication history will be kept in the database.
For help desk support, the software can be renamed as ActiveLog. You can turn on
the line logo.gif=activeLog.gif in the label.properties file to have this name.
Many users have been using Bugzero for their help desk support.