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Help Desk Application

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by ashishs

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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.

4 replies

by 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.

by 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.

by 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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