Monday, June 13, 2016

Finding a Help Desk Ticketing System

So, I'm tasked with pre-screening helpdesk ticketing systems, because my new employer is ready to make the jump to Something Better.  Here's what I've discovered.

SysAid - dedicated sales people, who appear to be in the US, and will talk to you on the phone, and be happy to customize a demo to your requirements, to help you decide if that's what you want.

ConnectWise - dedicated sales people, who appear to be in the US, and will talk to you on the phone, and be happy to customize a demo to your requirements, to help you decide if that's what you want.

Autotask - dedicated sales people, who appear to be in the US, and will talk to you on the phone, and be happy to customize a demo to your requirements, to help you decide if that's what you want.

JIRA - I could not figure out how the Hell to get to a person. I could demo the product, and a-la-carte order anything I wanted, or view demo video, after demo video to my heart's content, all through the website, but pre-sales human?  Yeah, this one dropped right off my list.

Manage Engine - Look, I know India has a lot of really brilliant people, and they will eventually compete with China as the two Superpowers (displacing the current UN Security Council entirely),  but outsourcing your pre-sales demo to India?  Come on.  I need a sales person who can tell me how the product will work for ME, and my "special needs," not walk me through one of the online videos, and choke if I try to go off-script.  The online demo is absolutely brilliant - I've shared it to show what a real "activity management" product should be.  But, that's about the limit of what I want from Manage Engine right now.

Request Tracker - just don't do it.




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