Best free helpdesk/ticket tracking system available?
Posted on 2010-01-02
Hi Experts. I have been back and forth between SpiceWorks and SysAid CSS on which I should use to track the various support requests I get from customers. I know the question says "best" which is in the eye of the beholder so let me clarify the question some.
Here is what I want to accomplish:
#1:Free software/app that will allow me to enter in customer's info and technical issue, post comments and close ticket
#2:Run report to generate list of contact info for all customers (name, address, email adress, etc)
#3:Custom fields so I can put in how much they paid, method of payment, etc.
#4:Web portal to put on my website for customers to submit own ticket
SpiceWorks does #1 and #4 very well but fails on #2 and #3. I have been working with their support forum and you have to write a custom SQL report in order to get even the most basic customer info.
SysAid CSS does #1 and #2 but chokes on #3 and #4 (newest version may resolve this as I left them just as it was coming out).
So I guess I am asking, is there a 3rd option that has the kind of support and following that SW and SysAid CSS have that I should look at? I hate SW for their crappy custom fields and lack of reports and CSS should allow more fields to be used and an improved website iform.
I appreciate your thoughts. If you have any concerns regarding helping your competition or conflict of interest, please understand that I am based in KY and am no serious threat if you are in that market. : ) Thanks in advance Experts.