We ended up with SmarterTrack from SmarterTools. (We also use SmarterMail). It's working pretty well for us. We started out with OSTicket Which is free, That also did well for awhile. Nick Olsen Network Operations (855) FLSPEED x106 ---------------------------------------- From: "Faisal Imtiaz" <faisal at snappydsl.net> Sent: Thursday, February 07, 2013 1:53 PM To: voiceops at voiceops.org Subject: Re: [VoiceOps] OT: What do you recommend for help desk software We have been using Kayako, very flexible and works well..... Regards. Faisal Imtiaz Snappy Internet & Telecom 7266 SW 48 Street Miami, Fl 33155 Tel: 305 663 5518 x 232 Helpdesk: 305 663 5518 option 2 Email: Support at Snappydsl.net On 2/7/2013 1:43 PM, Carlos Alvarez wrote: This may be considered slightly off topic here, not sure. I figured some of you would have insight and recommendations as many people here have a business similar to ours. We have several small companies who share workers, clients, and contractors in various ways. We have been using Zendesk for our help desk, but it's tough because they won't allow one person to be in multiple organizations. So we have a contractor who is John-A in company A and John-B for company B, etc. Annoying. We are looking for other options, hosted preferred, but we can fire it up in a VM if we need to. We are small and would have about six help desk agent types, and only a few hundred end users. We don't need highly advanced features like RT would provide; simplicity and customer acceptance is the highest priority. Must accept tickets/replies by e-mail. Most of our tickets are handled in a day, and are fairly simple, while maybe 5% linger for weeks as they are complex, but those still don't need a bunch of details in them. -- Carlos Alvarez TelEvolve 602-889-3003 _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops