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Ticket tracking software

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by barr

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I manage the tech support staff at an non-profit Internet Service Provider. We provide second to third level support to about 500 institutions. I am looking for a track system that can be customized to our needs and that I can use to achieve cost/performance metrics.
I've never done this before. Help!!

8 replies

by prefbid ii

Search the internet for "Change Issue Management" to start. Here are some good companies to contact:

HS Technologies
Telelogic
Sparta Systems
Rational Software
Merant
Starbase

The software is expensive (except HS Technology) but you generally get what you pay for. I recommend you explore them in the order listed.

by phillip.uro

Contact Peregrine Systems. They own Tivoli and Remedy, as well as other applications that can help you accompish what you need.

by jcyt

We've used several; we are currently using Peregrine. Peregrine produces great reports, however, we've found them to be rather clumsy to use. Also, we've discovered that it's not web enabled. Customizing Peregrine has turned out to be a lot more expensive than we were told and key selling points on what the product does out of the box turned out to be items at "extra cost"!

We were using Lotus Notes which is web enabled. Reports are acceptable. We used Lotus for everything including ourknowledge management and change management.
Of the two, I strongly recommend Lotus Notes!!

by barr

That is why I tend to me a bit shy of the big time applications such as Remedy and Clarify. I know of a at lest two cooporations that use Clarify but reported the same problems with customization. We are a small organization and we don't really needall the features they sell. It sounds like you are happy with Lotus notes. I will check it out. Thanks

by ravid

If you are interested in getting a custom-built software for ticket tracking which can also enable you to get good MIS reports per organization, per support staff, let me know.

Ravi

by danielgalassi

I use Remedy's Action Request System, and Remedy's Help Desk. You will be able to design almost the entire interfase and then you can export data and transform it into stats!

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