Software

Ask something
Question Locked

Helpdesk Ticketing System

0 helpful
8 replies

by brianbrian

Closed to new repliesThis discussion is closed. It stays readable, but it takes no new replies.

Hey Everybody!

I need some help and thought the TR community would be the best place to ask.

We currently use Numara's Track It to create Helpdesk tickets by monitoring a shared email account. The issue is TI breaks a lot and seems to be very buggy. So we're looking for a different software to create tickets. Does anyone have any good suggestions? Thanks for your help!!

8 replies

by notsochiguy

...I'd recommend FrontRange's HEAT.

Some other good packages I've seen are:

RightNow (SaaS, though...so this may be a culture shock)

SDE (good functionality, but in my dealings with them, licensing costs have been an issue)

HelpStar (if all you're looking for is ticketing, this is a good product...but if you're looking to bolt in IVR or KM functionality, this can't do it).

I haven't used any of the open source packages enough to be able to say whether or not they'd fit the bill. I'm sure there are at least a half-dozen or so good packages out there, though.

Best of luck!!

by brianbrian

Thanks everyone! I really appriciate the replies, I'll check all these solutions out.

by jake bigley

For our ticketing, we use FocalScope because it turns any email into a ticket, both for groups and individuals, which makes it very easy for us to monitor our customer support. You can see FocalScope???s features at http://www.focalscope.com/product-tour/

This discussion is closed to new replies.