Well, it's coming up on a year since we implemented Track-It Enterprise 7 as our help desk solution. I thought I'd be able to live without email thread capture capability, but I've learned otherwise. It's a key feature that we must have. (post last year about our help desk solution search)
We've told Track-It that this is a key lacking feature in their product ... they agreed, but offered no solutions.
So I'm back to the drawing board. Request Tracker is again at the top of the list ... if only they had a VMware appliance built for it so we didn't have to fumble with Linux dependencies ... just click and go.
At the IT Roundtable someone mentioned http://www.cerberusweb.com/ which does email threading so that's on our list to evaluate. Other products you would recommend that capture all email threads between the requester and techs? If a product does not have this feature I'm not interested.
Jason,
Thanks for doing all this research for us. Where should we mail your check? (Just kidding on the check part) We are in the market for our fist "Help Desk" software. Please keep us posted as to where you land on this.
Posted by: Todd | October 10, 2006 at 08:35 AM
Hey, here at ND we use assyst and are pretty happy with it. When it comes to email in's, we copy and paste them into the incident (we haven't figured out how to auto import emails directly to incidents) and we just recently developed a script that allows us to email out directly from the incident in assyst. This keeps track of all communications between us and the user.
If you'd like to know more about it, email me back, I can put you in contact with one of our Assyst Admins
-Kyle
Posted by: Kyle Sagarsee | October 10, 2006 at 09:19 AM
Of course, we're just now implementing Track-IT, trying to follow in your footsteps :-( We had used Cerberus via Higher Ground Technologies for a while. It was "ok," but nothing special. One gotcha to watch out for - it's is really good at capturing email threads, but never letting you get rid of them. So...for instance...an Out of Office reply will get in there right along with everything else...
Posted by: Tony Dye | October 12, 2006 at 04:20 PM
If you want to know what certain very large ISP type entities use, follow these links.
If you need full source code, try - http://otrs.org
If you don't mind paying and you just want it to work - http://www.kayako.com
Warning: the Kayako products will allow you to work via PDA or Smartphone!
William
Posted by: William Phelps | October 13, 2006 at 01:08 PM