Question

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    Topic
  • #2241070

    Help Desk Application

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    by 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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    Replies
    • #2645795

      Clarifications

      by ashishs ·

      In reply to Help Desk Application

      Clarifications

    • #2645780

      I’ve used TrackIt and it sucks if you ask me

      by maniacman ·

      In reply to Help Desk Application

      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.

    • #2645730

      Well

      by kjell_andorsen ·

      In reply to Help Desk Application

      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.

    • #2665652

      Agree on not recommending TrackIt

      by cgsjohnson ·

      In reply to Help Desk Application

      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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