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I have been tasked with finding a new helpdesk software solution.
The current one we have was a one-off payment job on the cheap which we then customized to work for us. The support is via email....and it take's days to get anything back.
So looking for a change.
Basically the software needs to do the following.
1. log email calls automatically (internal customers)
2. Have a knowledge base / article section
3. Software company has Telephone Tech support available
4. SLA report creation for Management
Currently 4 technicans, with possiblilty to increase. and there are currently 250 employees
I guess the list above is basically what all helpdesk software does as standard.....but having searched the internet endlessly I would like to get suggests from the PRO's that actually use the software about Pro's and Con's
Any suggestions that can help me with my search....