{"id":"https://openalex.org/W2066992742","doi":"https://doi.org/10.1145/2382456.2382494","title":"Effective zero-cost help desk software","display_name":"Effective zero-cost help desk software","publication_year":2012,"publication_date":"2012-10-15","ids":{"openalex":"https://openalex.org/W2066992742","doi":"https://doi.org/10.1145/2382456.2382494","mag":"2066992742"},"language":"en","primary_location":{"id":"doi:10.1145/2382456.2382494","is_oa":false,"landing_page_url":"https://doi.org/10.1145/2382456.2382494","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 40th annual ACM SIGUCCS conference on User services","raw_type":"proceedings-article"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5076334946","display_name":"Dan R. Herrick","orcid":null},"institutions":[{"id":"https://openalex.org/I92446798","display_name":"Colorado State University","ror":"https://ror.org/03k1gpj17","country_code":"US","type":"education","lineage":["https://openalex.org/I92446798"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Dan R. Herrick","raw_affiliation_strings":["Colorado State University, Fort Collins, CO, USA","Colorado State University Fort Collins, CO, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Colorado State University, Fort Collins, CO, USA","institution_ids":["https://openalex.org/I92446798"]},{"raw_affiliation_string":"Colorado State University Fort Collins, CO, USA","institution_ids":["https://openalex.org/I92446798"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5085523067","display_name":"Lisa Metz","orcid":null},"institutions":[{"id":"https://openalex.org/I92446798","display_name":"Colorado State University","ror":"https://ror.org/03k1gpj17","country_code":"US","type":"education","lineage":["https://openalex.org/I92446798"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Lisa Metz","raw_affiliation_strings":["Colorado State University, Fort Collins, CO, USA","Colorado State University Fort Collins, CO, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Colorado State University, Fort Collins, CO, USA","institution_ids":["https://openalex.org/I92446798"]},{"raw_affiliation_string":"Colorado State University Fort Collins, CO, USA","institution_ids":["https://openalex.org/I92446798"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5108873178","display_name":"Andrew C. Crane","orcid":null},"institutions":[{"id":"https://openalex.org/I92446798","display_name":"Colorado State University","ror":"https://ror.org/03k1gpj17","country_code":"US","type":"education","lineage":["https://openalex.org/I92446798"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Andrew Crane","raw_affiliation_strings":["Colorado State University, Fort Collins, CO, USA","Colorado State University Fort Collins, CO, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Colorado State University, Fort Collins, CO, USA","institution_ids":["https://openalex.org/I92446798"]},{"raw_affiliation_string":"Colorado State University Fort Collins, CO, USA","institution_ids":["https://openalex.org/I92446798"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I92446798"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.24101022,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":94},"biblio":{"volume":null,"issue":null,"first_page":"157","last_page":"160"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10162","display_name":"Online and Blended Learning","score":0.7486000061035156,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10162","display_name":"Online and Blended Learning","score":0.7486000061035156,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis","score":0.6653000116348267,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14067","display_name":"Cloud Computing and Remote Desktop Technologies","score":0.6492000222206116,"subfield":{"id":"https://openalex.org/subfields/1708","display_name":"Hardware and Architecture"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/desk","display_name":"Desk","score":0.841119647026062},{"id":"https://openalex.org/keywords/service-desk","display_name":"Service desk","score":0.8075322508811951},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5781453847885132},{"id":"https://openalex.org/keywords/software","display_name":"Software","score":0.5494033694267273},{"id":"https://openalex.org/keywords/overhead","display_name":"Overhead (engineering)","score":0.5225586295127869},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4916239380836487},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.4139154851436615},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.19798904657363892},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.11404407024383545},{"id":"https://openalex.org/keywords/operating-system","display_name":"Operating system","score":0.09653803706169128},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.0822426974773407}],"concepts":[{"id":"https://openalex.org/C2776545233","wikidata":"https://www.wikidata.org/wiki/Q1064858","display_name":"Desk","level":2,"score":0.841119647026062},{"id":"https://openalex.org/C6878162","wikidata":"https://www.wikidata.org/wiki/Q1481411","display_name":"Service desk","level":5,"score":0.8075322508811951},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5781453847885132},{"id":"https://openalex.org/C2777904410","wikidata":"https://www.wikidata.org/wiki/Q7397","display_name":"Software","level":2,"score":0.5494033694267273},{"id":"https://openalex.org/C2779960059","wikidata":"https://www.wikidata.org/wiki/Q7113681","display_name":"Overhead (engineering)","level":2,"score":0.5225586295127869},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4916239380836487},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4139154851436615},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.19798904657363892},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.11404407024383545},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.09653803706169128},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.0822426974773407},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/2382456.2382494","is_oa":false,"landing_page_url":"https://doi.org/10.1145/2382456.2382494","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 40th annual ACM SIGUCCS conference on User services","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W140550816","https://openalex.org/W2358277536","https://openalex.org/W3110778125","https://openalex.org/W2023898799","https://openalex.org/W2036958295","https://openalex.org/W2622381438","https://openalex.org/W2781384574","https://openalex.org/W2373098868","https://openalex.org/W2037898542","https://openalex.org/W2807208026"],"abstract_inverted_index":{"The":[0],"College":[1],"of":[2,55,133,138],"Engineering":[3],"at":[4,79],"Colorado":[5],"State":[6],"University":[7],"provides":[8],"computing":[9],"support":[10,157],"for":[11,158,166],"a":[12,16,73],"growing":[13],"population":[14],"with":[15,22],"shrinking":[17],"budget.":[18],"Help":[19],"desk":[20,76,96,147],"communications":[21],"our":[23,39,46,91,109,159],"clients,":[24],"such":[25],"as":[26],"problem":[27],"reports":[28],"and":[29,45,67,117,135],"resolutions,":[30],"was":[31],"inconsistent.":[32],"We":[33,82,122,140],"had":[34,70],"difficulty":[35],"tracking":[36],"trouble":[37],"tickets,":[38],"staff":[40],"collaboration":[41,114],"tools":[42,126],"were":[43,49],"insufficient,":[44],"response":[47],"times":[48,107],"poor":[50],"due":[51],"to":[52,62,71,89,108,154],"the":[53,152,163,167],"lack":[54],"proper":[56],"software":[57,77,148],"tools.":[58],"In":[59],"an":[60,130,144],"effort":[61],"provide":[63],"quality":[64],"customer":[65],"service":[66],"support,":[68],"we":[69,101],"find":[72],"solid":[74],"help":[75,95,146],"solution":[78],"no":[80],"cost.":[81],"implemented":[83],"Trellis":[84],"Desk":[85],"in":[86],"August":[87],"2008":[88],"replace":[90],"limited-capability":[92],"open":[93],"source":[94],"system.":[97],"Since":[98],"that":[99],"time,":[100],"have":[102,111,123],"achieved":[103],"positive":[104],"results.":[105],"Response":[106],"clients":[110,160],"decreased,":[112],"employee":[113],"has":[115,120],"grown,":[116],"client":[118],"satisfaction":[119],"increased.":[121],"better":[124,155],"management":[125],"including":[127],"reporting":[128],"capability,":[129],"overhead":[131],"view":[132],"issues,":[134],"logical":[136],"grouping":[137],"tickets.":[139],"will":[141],"explain":[142],"how":[143],"effective":[145],"tool":[149,165],"gives":[150],"us":[151],"ability":[153],"manage":[156],"by":[161],"using":[162],"\"right":[164],"job\".":[168]},"counts_by_year":[{"year":2017,"cited_by_count":1}],"updated_date":"2026-07-29T14:22:42.915294","created_date":"2025-10-10T00:00:00"}