Questions

Help Desk Application

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Help Desk Application

AshishS
What is your favorite Help Desk application? We are using Track IT 6.5 here and it does the job ok. Its time to renew the licenses again and before I spend more money on it, I wanted to see what the rest of the community was using. As always, your feedback is appreciated.
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    ManiacMan

    Any application that needs to rely on an external MAPI client, such as Outlook, to send emails sucks in my book. I have asked Numara why they just simply package an SMTP engine into TrackIt and their response was anything but logical. I wouldn't recommend their product after having installed and used it myself. Peregrine or Remedy seem to be the preferred choices among larger organizations.

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    Kjell_Andorsen

    At my current company we use Track-it 8, and while it was a small nightmare to set up and configure, I've finally got it working pretty much the way I want it. Looking back at the problems I've had with it, I'm not sure I would recommend it to anyone looking for a new solution however. I've used Peregrine, Remedy and a couple other solutions in the past. Overall my favorite would probably be Remedy, but it can be pricey and is mainly for larger enterprises. Peregrine was awful and I wouldn't recommend it for anyone.

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    CGSJohnson

    I would have to agree with the previous two posters in not recommending TrackIt. Their documentation leaves a lot to be desired. Working on the data end of things, their database set-up is also lacking.

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    ManiacMan

    Any application that needs to rely on an external MAPI client, such as Outlook, to send emails sucks in my book. I have asked Numara why they just simply package an SMTP engine into TrackIt and their response was anything but logical. I wouldn't recommend their product after having installed and used it myself. Peregrine or Remedy seem to be the preferred choices among larger organizations.

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    Kjell_Andorsen

    At my current company we use Track-it 8, and while it was a small nightmare to set up and configure, I've finally got it working pretty much the way I want it. Looking back at the problems I've had with it, I'm not sure I would recommend it to anyone looking for a new solution however. I've used Peregrine, Remedy and a couple other solutions in the past. Overall my favorite would probably be Remedy, but it can be pricey and is mainly for larger enterprises. Peregrine was awful and I wouldn't recommend it for anyone.

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    CGSJohnson

    I would have to agree with the previous two posters in not recommending TrackIt. Their documentation leaves a lot to be desired. Working on the data end of things, their database set-up is also lacking.