First, this is my first foray into the community. If this is not the correct place to post these questions please let me know!
A little background on me, I formally worked at Pearson Education working on various elearning projects, I was assistant directory for academic technology at Marist College in upstate NY and most recently I'm the founder of UserScape a web software company.
My company makes a help desk software product called HelpSpot. I actually got the idea to start this product from my work at Marist where we used an ancient mainframe based product for the help desk. It was literally impossible to properly support our elearners using this tool and so that frustration grew into starting my own company.
Over the past two years of selling HelpSpot the product has become very popular in higher education and K-12 schools. However, I've always wanted to make using HelpSpot for elearning support easy. Now it's mostly used in an IT context.
From poking around with some of my old friends in the industry it sounds like email clients are still how most elearning support gets done. What I'd like to do is build modules into the major elearning platforms like Moodle, BB, and perhaps Sakai if they ever get their act together (my opinon there).
I think working with Moodle first makes the most sense as it's a PHP application like HelpSpot, seems to have a very active community and even a cursory look shows a lot if philosophical similarities.
Finally, the point of this long winded post is to ask if you have a need for tight integration between a help desk tool and Moodle? Do you believe it would make your student support easier/better? If so what would you like to see in such a module? Also if anyone is interested I'd love to work closely with a few schools on this.
I'd personally also appreciate any pointers as to which type of module would be the best fit. I've looked at some of the module docs and it seems there's a few different ways this type of integration could be done. Any recommendations or examples of other external systems that have been integrated via an HTTP based API would be greatly appreciated.
Thanks for the time!