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Home-Grown Web Help Desk Software

Thursday, January 1, 1998


In the fall of 1996, Illinois Wesleyan University's Office of Information Technology developed a simple intranet Web application for tracking user support calls. This paper looks at how the use of this application evolved and how it helps improve customer service at this liberal arts university. Lessons learned from this project can help improve services at other institutions with limited information technology resources.

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