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support software

Discussion in 'Software' started by twizzle, Sep 22, 2010.

  1. twizzle

    twizzle Gigabyte Poster

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    I'm looking at replacing our companies existing support logging software. I've looked at Spiceworks, Web Help Desk and a few others, but none of them seem to do what we already have. While they all log calls etc none of them seem to let you create a customer with name, address and email details and use this to search by. They just show logged calls in teh order thier created. We also need this software to track support contract dates, it has to log when the customer took out support, the length of term of support and then show when it expires. On top of this we need to be able to add a unique serial code for thier software package, generated from an external app.
    Does anyone know if Spice works or any of teh otehrs can do this? has anyone had any expereince of this or can any one recommend another app?
     
    Certifications: Comptia A+, N+, MS 70-271, 70-272
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  2. Sparky
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    Sparky Zettabyte Poster Moderator

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    http://www.numarasoftware.co.uk/
     
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  3. nugget
    Honorary Member

    nugget Junior toady

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  4. BosonMichael
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    BosonMichael Yottabyte Poster

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  5. MSDS KARLS

    MSDS KARLS Banned

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    Hello Twizzle, I am not much expierienced but I think Spice works is the best options.
     
  6. zebulebu

    zebulebu Terabyte Poster

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    Welcome to the forum. Why do you say that? I have used Spiceworks in two places, and it was crap in both. Regularly fell over, needed a lot of maintenance, and seemed to be almost vindictively difficult to make any changes on it. Track-It, on the other hand, has never been a problem for me anywhere I've been - either as a user of the system, or an administrator/implementer
     
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  7. twizzle

    twizzle Gigabyte Poster

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    Thanks for the info guys. I do like spiceworks but can see a few issues with it. Mikes Track-It looks nice but could be expensive (and i couldnt find how to add companies in teh way i wanted... but that could come with time).
    Unfortunatley i have to have something but tomorrow so not much time to evaluate all thats out there.
     
    Certifications: Comptia A+, N+, MS 70-271, 70-272
    WIP: Being a BILB,
  8. Josiahb

    Josiahb Gigabyte Poster

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    I've used SpiceWorks here purely for Asset tracking and it is useful but resource intensive and unstable. I'd be more likely to recommend it if you could pay for a version that ditched all the adverts, the amount of screen space lost on the dashboard is bloody infuriating.
     
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  9. BrizoH

    BrizoH Byte Poster

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    Apparently you can pay and have it rebranded with your company details, it's not something I've bothered doing though.

    I use SpiceWorks at my current place and it does a job, it could improve in a few areas but for small firms it's a good option.

    I've used TrackIT and Sysaid in the past both worked well although Sysaid was a bit of a pain to set up initially.
     
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  10. wagnerk
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    wagnerk aka kitkatninja Moderator

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    I agree. So far, the best one that I've used is SupportWorks, but it is on the expensive side. The system that I currently use, Richmond Systems, is the closest that I can get within a tight budget. In inhouse usabilty here, it's beaten Spiceworks, MLH/OP Servicedesk, SysAid, LBE, iLient, etc... When it came to actually usage, setting time time and costs.

    -Ken
     
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  11. twizzle

    twizzle Gigabyte Poster

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    I looked at the Richmond one but didnt get along with it. Found ita pain to configure as we wanted and the documentation wasnt all that great. You have any tips on setting it up?
     
    Certifications: Comptia A+, N+, MS 70-271, 70-272
    WIP: Being a BILB,
  12. wagnerk
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    wagnerk aka kitkatninja Moderator

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    I'm surprised, I followed the instructions for a basic setup and it worked - practically out of the box.

    -Ken
     
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  13. orangepeeleo

    orangepeeleo Nibble Poster

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    Supportworks lets you do this, i've heard some of the managers having a whinge about supportworks but i've never had any problems with it and nothing's gone wrong since ive been there.
     
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