I have purchased the SigmaPro Help Desk and have not been able to make it work.  My guess is that to set it up you need to be nearly a DNN module developer.  I think there is an opportunity for one of the module developers to build a usable Help Desk module. 

As of today, I have not been able to find one.  I have seen one for around $240 and have become very cautious about buying any DNN modules.  Unfortunately it seems that most of the developers have very little business process experience and nearly no skills in writing user manuals.  I hope I have not offended too many developers. 

I've been tossing around the idea of writing one (or rather, "genericizing" one that I've already written).  I wrote a HelpDesk / Project management system for internal use at my place of employment which is quite powerful and services multiple departments (they all have their own instance of the HelpDesk and/or Project modules).

At a glance, the sort of features it has are:

• Customizable Ticket types, statuses, custom fields (associated with the different ticket types), email templates, priority types (for projects)
• Can set roles to "manage" tickets as well as "admin" the module in general (don't have to be admins or editors to do everything)
• Can forward tickets to other helpdesk instances (other departments) or convert tickets into projects
• Can forward projects to other project instances or convert into tickets
• Export Ticket / Project lists to CSV (for Excel)
• HelpDesk / Project instances can be set up as "submission" instances (to submit to the other instances).  This makes it so they can't contain tickets or projects themselves but are meant only to deliver tickets/projects to the other instances in the portal.  Great for having a central submission instance instead of saying "if you want to submit to HR, do it here, or to IS/IT do it there).

The only thing holding me back really is that the version I've written is very specific for our needs at my place of employment and tied to other custom modules i've written (such as a user directory which categorizes everybody into their respective departments, and then the helpdesk and projects modules are tied to one of those departments), time, and uncertainty of ROI.

I have been told by various people in the many departments that it is extremely easy for them to set up their own helpdesk / projects systems and hit the ground running.  At present count, there are 3 departments using the "Projects" side of the module, and 6 departments using the HelpDesk.

What do you guys think?

What I am looking for with SigmaPro was not so much a help desk feature, but this was one of few topics discussing the module so I joined in. I understand the project side of it fairly well, and it would suit our needs if only I could delete some things from it (such as, I don't need Priority and Status and Milestone all on there, just status would be fine. Also, I don't necessarily need Assigner, Creator, Owner, and Requester. I would imagine with source code this would be doable.

What I basically need is something I think is simple, but without any programming knowledge I don't know how complex it would be. If only I could piece together parts of 3-4 modules I've tested, it would be perfect.

I need something set up for tracking Sales Leads and conversion. Basically, say a salesperson here forwards or sends an email to an address within our DNN site. Each email would be information on a sales lead. Based on the email address, they would get sorted into lists such that only specific roles (resellers/sales reps) would see them. From there, the resellers/reps would view the leads and just , maybe through a drop-down box or comment field, enter "set up sales meeting," "closed sale," or "no sale," etc. Each time the status is updated in this way, the original salesperson (who sent the email into the DNN site) would be notified.

I know SigmaPro has the "Companies" feature and you can use it to track sales, and there is the Email Monitor feature also. Is there a way to integrate the functionality of SigmaPro so that the above can be accomplished?

What I've done now, just for testing, is created a separate "Project" for each company/reseller. The "Tasks" are effectively the Sales Leads. (Email monitor could sort the leads out by project based on the template, right? I'm hosting locally right now so email functionality cannot be tested.) The only thing is, I don't want the reseller to have the option to edit Assigned to, Owner, Requester, Milestone, etc. If they could just change status and/or progress and leave a comment it would be enough, because then the "Owner" (our salesperson) would be notified as long as that option is turned on, right?

I would be on the SigmaPro forums, but I think you only have access to it if you've purchased the module. Plus the DNN community has been immensely helpful so far and I'm sure someone can help me out in some way.

Thanks!