Discussion on:

HEAT PowerDesk: Call-tracking software for small and midsize organizations

PowerDesk is nothing more than a Lite version of HEAT. With the full package, you gain the funtionality that is missing from PowerDesk. Automated escalation, self-service functionality and many third-party plug-ins are available with the full version.

Sure, the price is more, but your headaches go away when you decide to go with the full version.

Also, with the full version of HEAT, you can design a call tracking system that fits the needs of your organization. I designed, maintained, and managed a helpdesk running HEAT for over 8 years. The full version can be customized quite nicely and was incredibly reliable in our organization.

Greg-n-Peg,

You are correct. PowerDesk is a "lite" version of HEAT Service and Support. That's why we will be publishing a review of HEAT Service and Support on Tuesday, May 27th.

Bill Detwiler
Senior Editor, Technology
TechRepublic

I used HEAT for about 8 years (ending in '00) and it worked great for our needs. I managed an external helpdesk of 18 folks and we definitely exercised a lot of HEAT's advanced functions.

I can't comment much on limitations of asset-tracking or other functions used in an enterprise-wide setting, but for medium-sized helpdesks, it works great!

Ryk McDorman

its a best to find ur call problems