Helpdesk Ticketing/Defect Tracking ? [modified]
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Background: I mostly do consulting work, but do have a number of products that have come of that work, and I'm trying to move more in the product direction. I want to use a helpdesk ticket system, web based knowledgebase, feature request and defect tracking system. Getting me off the phone for simple stuff (Did you check the port settings and is the database server up and running?) and more organized in general will free up time to code. I've looked at a couple of commercial offerings and purchased one that shall remain nameless that simply did not work well. The open source ones I've looked at are either incomplete or obviously written by hackers for hackers. I just spent some time getting a demo of one that is well reviewed, but practically fell out of my chair when I got the price. (Over $7000 US for 5 seat licenses with the web component) Surely I'm not the only person in this situation. Right now my collection of legal pads/sticky notes and Outlook reminders is working, but it's going to get me in trouble eventually. And I really like the idea of the helpdesk/knowledgebase eventually cutting down on my phone time. Anyone here in a similar situation? Any recommendations? -- modified at 18:03 Tuesday 13th June, 2006
Mark Tutt wrote:
purchased one that shall remain nameless that simply did not work well.
Might be a good idea to tell us a) which one it was b) why it didn't work for you to save the rest of us making the same mistake.
Mark Tutt wrote:
(Over $7000 US for 5 seat licenses with the web component)
You might think that's expensive, but what the ROI on it? Will the time it saves allow you to get more than that back in a sustainable revenue stream?
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Background: I mostly do consulting work, but do have a number of products that have come of that work, and I'm trying to move more in the product direction. I want to use a helpdesk ticket system, web based knowledgebase, feature request and defect tracking system. Getting me off the phone for simple stuff (Did you check the port settings and is the database server up and running?) and more organized in general will free up time to code. I've looked at a couple of commercial offerings and purchased one that shall remain nameless that simply did not work well. The open source ones I've looked at are either incomplete or obviously written by hackers for hackers. I just spent some time getting a demo of one that is well reviewed, but practically fell out of my chair when I got the price. (Over $7000 US for 5 seat licenses with the web component) Surely I'm not the only person in this situation. Right now my collection of legal pads/sticky notes and Outlook reminders is working, but it's going to get me in trouble eventually. And I really like the idea of the helpdesk/knowledgebase eventually cutting down on my phone time. Anyone here in a similar situation? Any recommendations? -- modified at 18:03 Tuesday 13th June, 2006
Google for fogzbugs or something like that. It's a product from the guy that does Joel on Software so you could google for that too. I'm sure someone has a URL I don't... Hah! Found one: http://www.fogcreek.com/FogBugz/index.html[^]
"You have an arrow in your butt!" - Fiona:cool: Welcome to CP in your language. Post the unicode version in My CP Blog [ ^ ] now. People who don't understand how awesome Firefox is have never used CPhog[^]CPhog. The act of using CPhog (Firefox)[^] alone doesn't make Firefox cool. It opens your eyes to the possibilities and then you start looking for other things like CPhog (Firefox)[^] and your eyes are suddenly open to all sorts of useful things all through Firefox. - (Self Quote)
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Background: I mostly do consulting work, but do have a number of products that have come of that work, and I'm trying to move more in the product direction. I want to use a helpdesk ticket system, web based knowledgebase, feature request and defect tracking system. Getting me off the phone for simple stuff (Did you check the port settings and is the database server up and running?) and more organized in general will free up time to code. I've looked at a couple of commercial offerings and purchased one that shall remain nameless that simply did not work well. The open source ones I've looked at are either incomplete or obviously written by hackers for hackers. I just spent some time getting a demo of one that is well reviewed, but practically fell out of my chair when I got the price. (Over $7000 US for 5 seat licenses with the web component) Surely I'm not the only person in this situation. Right now my collection of legal pads/sticky notes and Outlook reminders is working, but it's going to get me in trouble eventually. And I really like the idea of the helpdesk/knowledgebase eventually cutting down on my phone time. Anyone here in a similar situation? Any recommendations? -- modified at 18:03 Tuesday 13th June, 2006
http://www.fogcreek.com/FogBugz/index.html[^]
"You have an arrow in your butt!" - Fiona:cool:
Welcome to CP in your language. Post the unicode version in My CP Blog [ ^ ] now.People who don't understand how awesome Firefox is have never used CPhog[^]CPhog. The act of using CPhog (Firefox)[^] alone doesn't make Firefox cool. It opens your eyes to the possibilities and then you start looking for other things like CPhog (Firefox)[^] and your eyes are suddenly open to all sorts of useful things all through Firefox. - (Self Quote)
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http://www.fogcreek.com/FogBugz/index.html[^]
"You have an arrow in your butt!" - Fiona:cool:
Welcome to CP in your language. Post the unicode version in My CP Blog [ ^ ] now.People who don't understand how awesome Firefox is have never used CPhog[^]CPhog. The act of using CPhog (Firefox)[^] alone doesn't make Firefox cool. It opens your eyes to the possibilities and then you start looking for other things like CPhog (Firefox)[^] and your eyes are suddenly open to all sorts of useful things all through Firefox. - (Self Quote)
Ditto.
Jon Sagara When I grow up, I'm changing my name to Joe Kickass! My Site | My Blog | My Articles
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Background: I mostly do consulting work, but do have a number of products that have come of that work, and I'm trying to move more in the product direction. I want to use a helpdesk ticket system, web based knowledgebase, feature request and defect tracking system. Getting me off the phone for simple stuff (Did you check the port settings and is the database server up and running?) and more organized in general will free up time to code. I've looked at a couple of commercial offerings and purchased one that shall remain nameless that simply did not work well. The open source ones I've looked at are either incomplete or obviously written by hackers for hackers. I just spent some time getting a demo of one that is well reviewed, but practically fell out of my chair when I got the price. (Over $7000 US for 5 seat licenses with the web component) Surely I'm not the only person in this situation. Right now my collection of legal pads/sticky notes and Outlook reminders is working, but it's going to get me in trouble eventually. And I really like the idea of the helpdesk/knowledgebase eventually cutting down on my phone time. Anyone here in a similar situation? Any recommendations? -- modified at 18:03 Tuesday 13th June, 2006
Mark Tutt wrote:
and purchased one that shall remain nameless that simply did not work well.
Why? I'd be curious to know. Jeremy Falcon
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Background: I mostly do consulting work, but do have a number of products that have come of that work, and I'm trying to move more in the product direction. I want to use a helpdesk ticket system, web based knowledgebase, feature request and defect tracking system. Getting me off the phone for simple stuff (Did you check the port settings and is the database server up and running?) and more organized in general will free up time to code. I've looked at a couple of commercial offerings and purchased one that shall remain nameless that simply did not work well. The open source ones I've looked at are either incomplete or obviously written by hackers for hackers. I just spent some time getting a demo of one that is well reviewed, but practically fell out of my chair when I got the price. (Over $7000 US for 5 seat licenses with the web component) Surely I'm not the only person in this situation. Right now my collection of legal pads/sticky notes and Outlook reminders is working, but it's going to get me in trouble eventually. And I really like the idea of the helpdesk/knowledgebase eventually cutting down on my phone time. Anyone here in a similar situation? Any recommendations? -- modified at 18:03 Tuesday 13th June, 2006
We use OnTime. It's very nice and reasonable price. www.axosoft.com E=mc2 -> BOOM
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Mark Tutt wrote:
purchased one that shall remain nameless that simply did not work well.
Might be a good idea to tell us a) which one it was b) why it didn't work for you to save the rest of us making the same mistake.
Mark Tutt wrote:
(Over $7000 US for 5 seat licenses with the web component)
You might think that's expensive, but what the ROI on it? Will the time it saves allow you to get more than that back in a sustainable revenue stream?
I'd rather not, as it was simply a mistake on my part. I want something fast and flexible, while this required miles of setup, all the parts where intertwined where a change in one cascaded through another, so it was very rigid. If I'd insisted on demoing it first, I'd have never bought it, as it wasn't at all what I was hoping for. ROI would be hard to quantify for something like this. Considering that there are alternatives, such as FogBugz which has also been mentioned here for less than $200 per seat, it seemed out of line.
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Ditto.
Jon Sagara When I grow up, I'm changing my name to Joe Kickass! My Site | My Blog | My Articles
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Mark Tutt wrote:
and purchased one that shall remain nameless that simply did not work well.
Why? I'd be curious to know. Jeremy Falcon
I'd rather not dsy, as it was simply a mistake on my part. I want something fast and flexible, while this required miles of setup, all the parts where intertwined where a change in one cascaded through another, so it was very rigid. If I'd insisted on demoing it first, I'd have never bought it, as it wasn't at all what I was hoping for. However, it might work well for someone with that mindset, i.e. force the customer to enter all this information before they can create a case so the system can categorize and report on things without anyone on my team having to do anything but assign the task...
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We use OnTime. It's very nice and reasonable price. www.axosoft.com E=mc2 -> BOOM