101–109 of 109 posts
Alternatives: http://www.activecampaign.com/help-desk-software/ http://www.kayako.com/ http://webhelpdesk.com/ http://www.atlassian.com/software/jira/default.jsp http://tenderapp.com/ http://www.cerberusweb.com/ http://www.thevisionworld.com/ http://www.autotask.com/software/service_desk.htm
Anyone tried out http://www.assistly.com yet?
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What's horrible about it? I ask because I really want to know, not because I'm defending JIRA (which I've never used).
The main issue it has is that the management tools are a hack. They (Atlassian) started with a very simple system built around their relational database schema. As more users adopted the system, there was increased demand for a number of additional features to be added in. These have all been tacked in and the fact that they are all an afterthought really shows through in how you setup and manage JIRA projects. From…
I'll take these one at a time:
1) "These have all been tacked in and the fact that they are all an afterthought really shows through in how you setup and manage JIRA projects."
Slowly, but surely, Jira is going to a consistent role/schema/custom field mechanism format for managing issues. Jira _did_ start off as a "Software Defect Tracker", and, if you look closely, you can still see the DNA in the product, but, with things like issue-type-screen schemes, and custom workflows - you really can make it look like whatever you want.
2) "Jira is slow" -
I don't know how one makes it slow. I suppose it's possible. But our 8 Gigabyte Hard Disk, 2 Gigabyte Memory virtual machine currently has 45,000 issues that it's tracking, and searches come back pretty much instantly. Perhaps your Issue database is a lot larger than ours. I find it hard to believe your virtual machine is slower.
3) "Bad User Interface"
- simple. Straight forward. Create, Edit, View, close. Dashboard for custom views of your data.
4) "Doesn't quite fit most workflows"
- Uhm, it has a world class workflow _editor_.
5) "Trying to track a trouble Ticket, which is what Jira was originally designed for" -
Now we're going to inaccurate to completely polar opposite of reality - Jira was originally meant to go head-head with Bugzilla - Jira is a take off of GoJira, which is an alias for Godzilla, from which Bugzilla is named courtesy of Mozilla. Yes, it is rather indirect. Anyways, the point is Jira _evolved_ into an issue tracker from a defect tracker, in much the same way quicken evolved into an accounting package from a personal finance tool.
Anyways, as One who just spent four years using (and dearly loving) jira, and is now having to suffer the absolutely and utter agony of "Upgrading" to a Remedy ITIL suite, I can tell you that the Jira interface is a delight compared to this godawful web interface in Remedy. Now _that_ is a bad user interface - I challenge any remedy user out there to argue differently.
I don't understand why they're charging more per user as you scale. I don't know that I've ever seen a service like this. More typical would be $12 per mo per agent from 1-3. $10 from 4-20, etc. What's crazy is their service is considerably more expensive than hosted Exchange servers (which give you volume discounts, not increases) though Exchange probably costs a lot more to run. We use Zendesk and like it, but if w…
I think anyone who uses ZenDesk will know that they don't love their users, or treat their tool like a serious business. (More like a cashcow.) Their software is horrible. There are 6 different ways to view the single table of incoming messages, and it's nondeterministic which one you will come to at any given time. And the first time you accidentally send an internal message to a customer, instead of your team - sin…
I need to setup a helpdesk system next week. Any recommendations? Our key requirement is to be able to reassign incoming tickets and have simple notification to the person it was reassigned.
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I need to setup a helpdesk system next week. Any recommendations? Our key requirement is to be able to reassign incoming tickets and have simple notification to the person it was reassigned.
I don't recall if RT from Best Practical has the particular feature, but otherwise it's a well-rounded and battle proven solution. It's ugly as hell though.
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Hey rmoriz. I just wanted to follow up on your email issues with Tender. Did you have an open support discussion I could pull up? We certainly strive to provide the best service possible as we built Tender for supporting our own services and clients and are highly dependent on it.
My co-founder wanted to give up tender because no mail were processed so I checked google apps mail forwarding and found no errors. As I was unsuccessful I've tweeted to @tenderapp and got a reply some hours later stating that there was indeed a mail receiving problem. As tender/entp also uses google apps, it's kind of scary to see that there was a problem. I mean that's probably the easiest combination to deal with…
I think anyone who uses ZenDesk will know that they don't love their users, or treat their tool like a serious business. (More like a cashcow.) Their software is horrible. There are 6 different ways to view the single table of incoming messages, and it's nondeterministic which one you will come to at any given time. And the first time you accidentally send an internal message to a customer, instead of your team - sin…