Ticket Tracking Software

sweetloop · 08-09-2006, 05:53 AM

They company I work for is expanding our help desk and we're looking for a good ticket tracking software package that 7 or 8 people could use to track support issues. I'm having trouble finding this type of software. Can anyone recommend anything? Can anyone tell me what you use at your help desk?

Thanks in advance.

Chevy · 08-09-2006, 08:36 AM

http://www.itsolutions.intuit.com/Tr...ofessional.asp

I used this when it was owned by Blue Ocean. Very easy to set up and install, and full of usefull features.

ProTech · 08-25-2006, 05:51 PM

I had to search out a helpdesk (issue tracking) software and ended up going with these guys http://www.thinkgss.com/

My co-workers and I have been pleased with it. Sales and Tech Support have been good to deal with and always have an open ear for suggestions!

Dirkpitt289 · 08-26-2006, 09:55 AM

Here is the link to a software I looked at and had demoed. Looks great and easy to use. The person who shoed me was a friend from another company not a BridgeTrak salesperson.

http://www.kemma.com/bridgetrak.htm

You would have to contact them for costs.

Here are some of the features;

Easy Issue Entry - Work flow features and auto-fill functionality speed data entry. Relate issues to one another.
Customized Issue Display - Customize the issue form to include required fields, custom fields, and re-sort and hide tabbed windows.
More Organization Options - View important issues at all times with the Status Bar. File Attachments keep files attached to issues for easy retrieval.
Issue Resolution Tools - Knowledge Base stores known problems and resolutions. Query through issue data to get to information fast.
CI Discovery Integration - Launch CI Discovery (network and computer auditing software) from within BridgeTrak and link audit information to the Asset Management tab.
Attain Management Objectives With...

Reporting Tools - Multiple standard reports help you summarize, analyze, and classify issue information or create your own customized report.
Issue Management - Create an unlimited number of database queries to view related issues. View issues by any tracking field ..Customer, Priority, Status, Assigned To, etc.
Skills Based Assignment - Assign issues to individual or groups with the most experience or with specific experience
Product / Contract Manager - Issue requests can be tied to the Products that you sell and support or Support Contracts owned by your customers.
Asset Manager - Enter and track assets, and track assets to issues.
Knowledge Collection - Easily turn Issues into Knowledge Base articles. Make Knowledge Base information available for Private use (tied to login ID's) or for Public Use. Even share articles through expansion modules like BridgeAccess or email them directly to customers.

infused · 09-08-2006, 04:44 PM

www.commitcrm.com

I've been using this now for 1.5yrs and I have found it really good. Most suggestions i've made have actually been bought into the product when the next patches comes out which is why I keep using it. They really valve their customers. I'd try a demo. Only problem being is that it can get quite costly with licences if you have quite a few users wanting to use it at the same time.

08-09-2006, 05:53 AM	#1 (permalink)
sweetloop Registered User Join Date: Sep 2004 Location: Canada Posts: 106 OS: XP Pro SP2 My System	Ticket Tracking Software They company I work for is expanding our help desk and we're looking for a good ticket tracking software package that 7 or 8 people could use to track support issues. I'm having trouble finding this type of software. Can anyone recommend anything? Can anyone tell me what you use at your help desk? Thanks in advance. __________________ ASUS A8R-MVP, AMD Athlon64 X2 4200+ 2x1GB OCZ Platinum PC3200 OCZ 520W Modstream Sapphire Radeon X800 GTO2

08-09-2006, 08:36 AM	#2 (permalink)
Chevy Semi-Retired Manager, Microsoft Support Join Date: Jul 2003 Location: Notlob Posts: 5,158 OS: Vista Ultimate My System	http://www.itsolutions.intuit.com/Tr...ofessional.asp I used this when it was owned by Blue Ocean. Very easy to set up and install, and full of usefull features. __________________ “My philosophy, like color television, is all there in black and white” -M. Python

08-26-2006, 09:55 AM	#4 (permalink)
Dirkpitt289 Registered User Join Date: Aug 2006 Location: East Coast Posts: 27 OS: XP Pro	Here is the link to a software I looked at and had demoed. Looks great and easy to use. The person who shoed me was a friend from another company not a BridgeTrak salesperson. http://www.kemma.com/bridgetrak.htm You would have to contact them for costs. Here are some of the features; Easy Issue Entry - Work flow features and auto-fill functionality speed data entry. Relate issues to one another. Customized Issue Display - Customize the issue form to include required fields, custom fields, and re-sort and hide tabbed windows. More Organization Options - View important issues at all times with the Status Bar. File Attachments keep files attached to issues for easy retrieval. Issue Resolution Tools - Knowledge Base stores known problems and resolutions. Query through issue data to get to information fast. CI Discovery Integration - Launch CI Discovery (network and computer auditing software) from within BridgeTrak and link audit information to the Asset Management tab. Attain Management Objectives With... Reporting Tools - Multiple standard reports help you summarize, analyze, and classify issue information or create your own customized report. Issue Management - Create an unlimited number of database queries to view related issues. View issues by any tracking field ..Customer, Priority, Status, Assigned To, etc. Skills Based Assignment - Assign issues to individual or groups with the most experience or with specific experience Product / Contract Manager - Issue requests can be tied to the Products that you sell and support or Support Contracts owned by your customers. Asset Manager - Enter and track assets, and track assets to issues. Knowledge Collection - Easily turn Issues into Knowledge Base articles. Make Knowledge Base information available for Private use (tied to login ID's) or for Public Use. Even share articles through expansion modules like BridgeAccess or email them directly to customers. __________________ Dirkpitt289

08-25-2006, 05:51 PM	#3 (permalink)
ProTech Registered User Join Date: May 2006 Location: RI Posts: 4 OS: XP Pro	I had to search out a helpdesk (issue tracking) software and ended up going with these guys http://www.thinkgss.com/ My co-workers and I have been pleased with it. Sales and Tech Support have been good to deal with and always have an open ear for suggestions!

09-08-2006, 04:44 PM	#5 (permalink)
infused Registered User Join Date: Sep 2006 Posts: 18 OS: WinXP	www.commitcrm.com I've been using this now for 1.5yrs and I have found it really good. Most suggestions i've made have actually been bought into the product when the next patches comes out which is why I keep using it. They really valve their customers. I'd try a demo. Only problem being is that it can get quite costly with licences if you have quite a few users wanting to use it at the same time.