We've been using helpdeskconnect.com for our trouble ticketing system. It is cheap, and so far has worked pretty well, although it isn't the greatest for reporting. It is a hosted version of the open-source/free system called Trouble Ticket Express.
The problem is that we have missing tickets in the system, and last month I was at 51 hours after two weeks, and now it shows 34 hours. We bill between $85-100/hr for these tickets, so this is not good. Their support people have not been as responsive as we had hoped, and I'm using this system for another business as well, which makes me nervous.
What are some more robust systems that are professional grade out there that you would recommend? Our system needs to track time worked by technicians for each ticket, and the ability to run reports for each company for invoicing, and each technician for compensation. Oh yeah, it has to be ACCURATE all of the time. It should be web based, so our customers can open their own tickets, and would ideally have the ability for us to customize it a little to be branded with our logos and such.
Cost is a factor (this is for two home-based consultants), but it is more important that it works. We could host it ourselves, if necessary.
Thanks in advance for your recommendations!