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Help Desk/Issue Tracking Software - SaaS

By kristy.dyer ·
Since the wikipedia article ( http://en.wikipedia.org/wiki/Comparison_of_help_desk_issue_tracking_software ) is out of date and the last post to Tech Republic is two years old, I thought I'd share my research. Please let me know if you've had any experience good or bad with these packages.

Here are my requirements (ymmd)
1. Has to be hosted/on demand/saas
2. Five seats
3. All issues/bugs/requests start with email
4. We need to be able to set custom statuses
5. We need to be able to upload/attach pdf and excel files

Here's our list:

These seem to meet our needs (cost/month):
gemini $29
bugtrack $75
jitbit $30 unlimited seats
SupportCenterPlus OnDemand $145

These are also rans:
Mojo Helpdesk $12
unfuddle $24 I could have put this in the "too complex" list
bughost $25
help desk saas $60
h2desk $40
bontq $19
Lighthouse $50 -- I have to say this has a beautiful clean interface.
Sifter $49 unlimited seats
hesk $20
AJ help desk $14
bugaware $25
zendesk $29
Request Tracker $125
Kayako SupportSuite $145 This support staff has English as a second language
OTRS $145
Mantis $100+unstated monthly fee

Hesk and Mantis are weird hybrids -- they are open source, but you can pay someone to run them for you. Don't get me wrong I love open source, but paying someone to install it means you have no customer support -- for about the same price you could use a program which came with support included in the monthly fee. Mantis even has an installation cost + monthly fee.


These systems just seemed way too complex for our needs:
iSupport
google code issue tracker
IssueNet
Redmine
Remedy Action Request System
Jira

These were just too expensive (price per month):
web help desk $900
Help Desk Software/helpspot $995
Numara Track-It! $995
ServiceDesk Plus $995
IssueTrak $500


Software I didn't consider because it wasn't hosted:

livetime
Tracker
FIT Issue Management
Liberum Help Desk
Trac
Dynasoft Issue Tracking Anywhere
fixx
SimpleDesk
Spiceworks
Supportworks
osTicket
spiceworks
oneorzero
HDI
eticket
help desk pilot
trellis desk
roundup
jtrac

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