Market landscape - enquiry management and helpdesk systems
Jinfo Report
24th June 2016
Abstract
This report covers six of the leading enquiry management tools specifically designed for information services:
- BLUEcloud LSP from SirsiDynix
- KnowAll Enquire from Bailey Solutions
- Liberty from Softlink
- LibLime Koha
- RefTracker from Altarama
- Soutron LMS.
The report also includes four products which are not specifically designed for use by information professionals but are often used by helpdesks:
- Salesforce Desk.com
- Freshdesk
- Team Support
- Zendesk.
We provide a brief description of each source, a link to the product page, describe the key features, pricing, hosting vs server-based, look at typical customers and languages offered.
Produced by Sophie Alexander
Content Access
Access to Jinfo Content and Community is available through a Jinfo Subscription.
Does your organisation have a Jinfo Subscription?
"Not yet"
Access to this report is available through a Jinfo Subscription, which will help your organisation:
- Save time and money
- Re-invent information services
- Define, measure and communicate information value.
"Don't know"
Contact us to find out if your organisation already has a Jinfo Subscription.
Or use the 'Text Chat' button at the bottom-right of this page for immediate assistance.
- Report title: Market landscape - enquiry management and helpdesk systems
- Pages: 7
- Link to this page
- View printable version
Related articles:
- Q&A with NERA - using Altarama RefTracker to manage information flow
Tuesday, 22nd May 2018 - How to build a good issue tree for your research
Tuesday, 1st May 2018 - Product review of RefTracker from Altarama (sources - content & coverage)
Tuesday, 24th April 2018 - Product review of RefTracker from Altarama (key advantages; introduction; contact details)
Monday, 23rd April 2018 - Mini review of Quest from Priory Solutions - keeping on top of enquiries
Friday, 2nd June 2017 - Analysing Springshare LibInsight - a mini review
Friday, 21st October 2016 - How to build capacity to ensure resilient information services
Tuesday, 21st June 2016 - Getting More Value from Your Query Handling Services
Thursday, 26th May 2016
Related reports:
- Jinfo model - maturity model for query management
Tuesday, 12th June 2018 - Product review of RefTracker from Altarama
Monday, 23rd April 2018 - Product review of Springshare LibGuides
Wednesday, 12th October 2016 - Product review of Softlink's Illumin
Thursday, 6th October 2016
Vendor adoption of AI
Community session
23rd May 2024
AI prompting and AI-sourcing, US private companies, and Jinfo on YouTube
Blog posting
10th April 2024
April 2024 Update
YouTube video
10th April 2024
- AI prompting and AI-sourcing, US private companies, and Jinfo on YouTube
10th April 2024 - AI practical actions, prompting and outsourcing
6th March 2024 - GenAI and ESG wisdom of the Jinfo crowd
13th February 2024
- Jinfo Community session (TBC) (Community) 20th June 2024
- Vendor adoption of AI (Community) 23rd May 2024
- Offshore, outsource or AI-source? (Community) 16th April 2024