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We use an array of things for different purposes. <br>
<br>
Our customer facing reps use Platypus (billing / ticketing). Its not
great but it does work and is fairly malleable once you can get your
head around it. <br>
<br>
Internally we use RT for managing tickets between departments. <br>
<br>
Our development staff uses Eventum for managing defects since
tracking software bugs is very different from normal tickets. We
have also toyed around with Jira but found it a little daunting for
non-developers to submit defects in. <br>
<br>
<div class="moz-cite-prefix">On 02/07/2013 10:43 AM, Carlos Alvarez
wrote:<br>
</div>
<blockquote
cite="mid:CAFn1dUGEqhYGgxQ2PTTbS=nSnVrsXzG5psc6HRZsBx0sXsZz6g@mail.gmail.com"
type="cite">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.<br clear="all">
<div><br>
</div>
-- <br>
<div>Carlos Alvarez</div>
<div>TelEvolve</div>
<div>602-889-3003</div>
<div><br>
</div>
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