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IT Consulting and End User Integration

By adam.hobart ·
Being in IT Consulting for a small to medium business like I am now our company is faced with a bit of a bind. Some of our larger clients continue to grow and we are continuing to adapt to them accordingly. Recently converting them to the cloud, as well as virtualization across the board.

The problem that we are facing now is ticket-tracking and asset management. Our larger clients "open a ticket" by sending their IT request to "solutions@..com" and members of that group respond. But the problem that I have been tasked to solve is how the end user communicates with us. They are complaining there is no way for them to communicate with us directly or see the status of their ticket.

It seems to be a little bit difficult for us to find software that caters to IT Consulting needs. A lot of the ones we are looking at seem to aid IT Support from within the company, which is not the case. We are looking for a software suite that we can implement to all of our clients, but still access a "central command" from our own office and select the companies we need. Or perhaps a web portal that we can check per company.

So far I have talked to HelpStar and it sounds all well and good, but still sounds like the steer towards the direction of in house IT.

So my question is, does anyone know of any software that their company uses or perhaps have heard of that will work in the situation that we are in? Let me know! Thanks guys

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Connectwise...

by cbuls In reply to IT Consulting and End Use ...

Connectwise is built for the Managed Service Provider. Your clients can still send an email to the support queue but now a ticket is created that they can login to a portal and see/create/update. It does notifications, escalations, surveys and reporting.

Service is just a small piece of the full blown connectwise suite; so implementation can be a pardigm shift in the sales, marketing and financials part of your business. I believe there is a hosted solution that you can pay for al a carte.

Free solutions would be Bugtracker or spiceworks. These both take some serious time and effort to get right.

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