Home: General Discussion: Help Desk Discussion:
Looking for multiple customer support

GBrensinger Member Jul 12, 2004, 2:14 PM Looking for multiple customer support We support a number of companies, and are looking for call tracking software that can handle inventory and asset tracking, auto-asset change notification, Knowledge Base, web-based status reporting and call filing, support notifications to various on-site and off-site techs via e-mail, cell phone SMS, pager, etc., and remote access. So far we have had to rule out Track-It because it doesn't work externally, and Remedy's Magic solution is rather expensive. Any other suggestions? Completely web-based is fine, as that makes it platform independent. Glenn

Gmorgan Member Jul 13, 2004, 10:11 AM Re: [GBrensinger] Looking for multiple customer support Glenn, It sounds like our software would fit your requirements well. You can visit www.iisb2b.com for more information. If you would like our free Preview CD it contains video demonstrations of the software in action. Gareth Morgan

Mazhar Member Jul 15, 2004, 3:50 PM Re: [GBrensinger] Looking for multiple customer support We can help you with your setup at Applied Innovation Management. The Customer Service tool is setup with the fact that multiple Sites/Organizations will require help from you and you can also distinguish who within each organization called etc. It's 100% web based and the features you listed are all default in our system. You can contact me at mazhar@innovate.com and let me know you came from helpdesks.com

kaimak Member Nov 20, 2004, 5:53 AM Re: [GBrensinger] Looking for multiple customer support Dear GBrensinger, I found, that you have some real expirience using Track-IT, which I'm just evaluating for supporting 1000 internal users, with 30 person help desk staff. It looks quite good for our needs (besides prices for Enterprise edition are rather to high). Can you give me a detail info, what you mean in a words: "it doesn't work externally". Thank you, Slawomir Kaimakami

GBrensinger Member Nov 22, 2004, 11:44 AM Re: [GBrensinger] Looking for multiple customer support We needed to be able to track inventory and trouble tickets for multiple companies, but Track-It just did not want to work for this. The sales rep told me it was intended for single company use, and the most it would handle was multiple locations for the same company. It also did not work over the Internet for service tickets, it was intended to be used internally. When I asked about VPN, I was told that it was not reliable over VPN connections. We went with a hosted solution called Autotask for our Project Management and Service Desk (http://www.autotask.com) and SolarWinds Orion NPM (http://www.solarwinds.net) for network monitoring. Glenn