Ian Landsman

Founder & Dev. HelpSpot / Larajobs / Outro

Recursion "This article is aimed at novice to intermediate PHP programmers, particularly those without a formal background in computer science, who want to understand the full power of recursion." : A nice article from Zend

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Interesting thread over on the Daily WTF site

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PC Security Software > McAfee takes on more spyware "?It is probably 40 percent of our helpdesk calls,? said Thomas Smith, manager of desktop engineering at a large Houston-based company. ?Spyware is a terrible thing. It is the worst thing out there right now.?"

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Great podcast on help desk software and customer support. It really gets into the details of how help desk software affects customer service. Honestly I felt like I wrote this script! The problems they talk about, lack of automation, email integration, costs, are all reasons we're building HelpSpot.

Some of the really important topics they touch on include:


  • Automating ticket creation by email or web forms ("requests" in HelpSpot) - HelpSpot does both and more.

  • Users being able to check their own tickets - In HelpSpot all updates to a request can be optionally marked "public". Ones marked public will be visible to the user(requester) via a simple webform and probably via email update as well.


  • Costs to the organization - They really hit on a key one here, lots of companies don't use help desk software because they think it's cheaper not to, but they're missing the intrinsic value created by successfully answering user requests in a timely manner. Check my previous post on this. To put it bluntly, we're going to keep HelpSpot CHEAP and try to lower this barrier to entry. I was on another systems site the other day and they don't even let you purchase the software unless you do several thousand dollars of training first! If it's that complicated that says something about the quality of the software.

  • Reporting - What a key issue, categorization and tracking are the heart of most help desk software initiatives. Reporting and tracking are powerful features in HelpSpot including the ability to create spiffy graphs for your boss :-)

  • IM - There are some IM bots that produce tickets but most work illegally on the networks. You have to license the IM protocol from MSN/AOL which drives up costs. We are hoping to integrate some of this in v1.5.

                    <br /> Really good stuff guys, keep it up! There just isn't enough user generated content on help desk issues out there.

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A very interesting Flash based resume via Scoble
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ICANN's stupidity and what to do about it (kottke.org)
- If you own a domain name be sure to read about the new policy over on Kottke.org. In a nutshell your going to start getting lots of spam from people trying to steal your domain name.

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This is really interesting, a FireFox build optimized for the G5. I checked it out and I can't really tell the difference, I'm betting it's because the G5 is so darn fast that it's just too hard to tell. Apparently this started out as a special build for the G4. I always thought FireFox could be faster on my notebook, I'll be interested to try that out.

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I've spent most of the past few weeks working on the data table layout for HelpSpot. I think we're doing some very interesting stuff with this. Trying to give as much flexibility in the design as possible. We've encapsulated the code for use all over the system. This code will basically build every data table so lists of categories, lists of requests, lists of users, etc.

Some of the nifty things we've done is make each column optionally sortable, row highlighting on mouseover, clickable rows, rows associated to checkboxes via javascript, and a few more tricks. It's been alot of time up front getting this working well but it should payoff as we get further into the other pages and don't have to stop and type a million table tags, etc. We just pass in an array of options along with a query result and out pops a nice table.

Next up is the administrative pages for adding request categories, users, and settings.

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*[This image was lost to time in my blog transition]*
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Wow John Udell goes over some of the features of MSH which is a Windows Command Line client. Something like this could change everything. Check out the pipe to excel!

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