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tracking Software

By sirnose ·
What is a good software for tracking or recording service calls?

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by tbradley In reply to tracking Software

There are hundreds, and all have their good and bad points. we use, and I love, Aegis help desk from Abacus-systems in Australia.

It's a good hybrid between software packages aimed at Hardware and Software. But it has it's weaknesses also, in that it doesn't track parts used.

It is also a server based solution, and others are web based. We elected not to go to a web based program, due to the impatient nature of of our users. They'll check the web site 20 times a day to see if a tech is assigned, and if they don't see a response 1 hour after posting a trouble ticket, guess what.... they're on the phone calling to ask why.

Helpdesk99 has also been highly rated, as well as a package by Blue Ocean ( I think ).


Well... anothernon-answer.... best suggestion is to get out there and download demos to see what fits your needs the best.

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by sirnose In reply to tracking Software

The question was auto-closed by TechRepublic

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by alan In reply to tracking Software

We've been using Remedy's Action Request System for several years; very flexible for software and hardware support, depending on what you want to build into it. Currently we use CA Ingres as the back end database, although it had its own storage method when first acquired. Reporting ability is more flexible when using Ingres (soon to be switched to Oracle), since custom reports can be drawn up. The base schema provided give a good place to start from.
--alan

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by sirnose In reply to tracking Software

The question was auto-closed by TechRepublic

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by kslove In reply to tracking Software

In addition to Vendors like Remedy, Aegis, Blue Ocean, etc. there is a package from Royal Blue that integrates nicely with an SMS environment. It is not as pricey and has some really good features. Dependent on your client base, the packages are interoperable and can also integrate with digital signatures for purchase order approval and approval on requisitions. Just a recommendation.

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by sirnose In reply to tracking Software

The question was auto-closed by TechRepublic

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by straylor In reply to tracking Software

We are in the process of testing some software called Track-It. They have a really great Demo to try. It allows you many ways to customise the software to your prerences.
http://www.blueocean.com/ Hope this helps

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by sirnose In reply to tracking Software

The question was auto-closed by TechRepublic

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by sirnose In reply to tracking Software

This question was auto closed due to inactivity

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