[VoiceOps] OT: What do you recommend for help desk software

Nick Olsen nick at flhsi.com
Thu Feb 7 14:28:45 EST 2013

We ended up with SmarterTrack from SmarterTools. (We also use SmarterMail). 
It's working pretty well for us. We started out with OSTicket Which is 
free, That also did well for awhile.

Nick Olsen
Network Operations (855) FLSPEED  x106

 From: "Faisal Imtiaz" <faisal at snappydsl.net>
Sent: Thursday, February 07, 2013 1:53 PM
To: voiceops at voiceops.org
Subject: Re: [VoiceOps] OT: What do you recommend for help desk software

We have been using Kayako, very flexible and works well..... 

Faisal Imtiaz Snappy Internet & Telecom 7266 SW 48 Street Miami, Fl 33155 
Tel: 305 663 5518 x 232 Helpdesk: 305 663 5518 option 2 Email: 
Support at Snappydsl.net On 2/7/2013 1:43 PM, Carlos Alvarez wrote:
 This may be considered slightly off topic here, not sure.  I figured some 
of you would have insight and recommendations as many people here have a 
business similar to ours.  We have several small companies who share 
workers, clients, and contractors in various ways.  We have been using 
Zendesk for our help desk, but it's tough because they won't allow one 
person to be in multiple organizations.  So we have a contractor who is 
John-A in company A and John-B for company B, etc.  Annoying.  We are 
looking for other options, hosted preferred, but we can fire it up in a VM 
if we need to.  We are small and would have about six help desk agent 
types, and only a few hundred end users.  We don't need highly advanced 
features like RT would provide; simplicity and customer acceptance is the 
highest priority.  Must accept tickets/replies by e-mail.  Most of our 
tickets are handled in a day, and are fairly simple, while maybe 5% linger 
for weeks as they are complex, but those still don't need a bunch of 
details in them. 
Carlos Alvarez TelEvolve 602-889-3003 

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