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  • ticketing software, with auto-time tracking

    I'm currently looking for some helpdesk based software. Ideally, what I want is follows:

    Ticket assignment to engineers (just me for now!)
    ability for clients to log their own issues via email
    email updates, so i update the ticket, it updates the client. if the client responds to the email, it updates the ticket.
    cmdb integration where possible - doesn't matter if it's data that's entered separately.
    obviously, customer records by company, and by individual and rleevant search portals.

    what i'm most interested in, is automatic time tracking when a ticket is opened and worked on. Don't mind if it's windows or linux based.. and don't mind if I have to find a bolt-on for ticket-timing, but ticket timing is really most important to me.. as I can then generate that time out to billing.

    I know netsuite does what I want (and is in fact, a fairly full on-crm) but It's going to be wayy too expensive for my budget which is, admittedly, low.
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  • #2
    Re: ticketing software, with auto-time tracking

    Check out http://shockymonkey.com/
    I am considering making the switch to it as well, have not yet.
    "...if I turn out to be particularly clear, you've probably misunderstood what I've said” - Alan Greenspan

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    • #3
      Re: ticketing software, with auto-time tracking

      thanks, I'll look
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      • #4
        Re: ticketing software, with auto-time tracking

        I don't know if this is good enough for your requirements. I use Spiceworks but have never used the Helpdesk Support Ticket function. It claims to be able to inventory time spent on tickets.

        http://www.spiceworks.com/free-help-desk-software/
        A recent poll suggests that 6 out of 7 dwarfs are not happy

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        • #5
          Re: ticketing software, with auto-time tracking

          I've looked at Spiceworks - it does definitely look good (especially the fact where I can setup an installation at each client, and have them report back to a central server) however it doesn't seem to have an auto-time function by default..

          neither does shockeymonkey unfortunately - apart from that, it looks really excellent.
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          • #6
            Re: ticketing software, with auto-time tracking

            You can try the free startup edition of FocalScope. It has most of what you need, especially the tracking of how long a ticket has been open and who interacted with it. Of particular note is the ability for agents to pause/unpause a timer during their support interactions with clients, it gives very accurate times for charging purposes. You can also combine their system with external CRM software to get the best of both worlds. FocalScope also offers live chat (something I really wanted for our web support team). Hope this helps.

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            • #7
              Re: ticketing software, with auto-time tracking

              hthanks!

              I've ha da look at their demo quickly, and it seems like it may not do the sort of timing I'm looking for.. but i might sign up and test anyway.

              what's one more ticket system to test :P

              (on a side note, anyone who can customise RT, please give me a shout :P)


              Peter, can you tell me where I can view/see/configure the timers, including stop/start ?
              Last edited by tehcamel; 5th January 2012, 05:37.
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              • #8
                Re: ticketing software, with auto-time tracking

                We use Autotask at my new job. I've only been using it for a week so I'm certainly no expert, but it might fit the bill.

                http://www.autotask.com/index.htm

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                • #9
                  Re: ticketing software, with auto-time tracking

                  if it's only $100 per month, then it just might fit the bill..
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