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Investigating Hosted Ticketing Software for I.T. MSP/Ticketing etc... Autotask, Connectwise, BlueFolder, ShockeyMonkey

Posted on 2010-09-19
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OK I have literally spent 20 hours on researching these... And I want to pick the right one.

I have just one tech, and we also outsource to 3-4 other techs jobs.

We have about 10 clients that I want to have their own weblogin to view and submit tickets.

We service over 100 clients.

Must haves:

I want it to be hosted
My budgets 50-100/mo
Integration with QuickBooks for invoices
Integration (even if is just an email dropbox for opening tickets) with MSP program GFI Max
Easy to use
Brandable
Mobile access



AutoTask and Connectwise are overkill for what we need, to many features, to complicated. Both are too expensive too.

ShockeyMonkey is new and looks to be booming. They have a free version but I would need the pro version with QBooks integration it would be around 59/mo. I have demo'd this and like somethings about it, others I dont love.

BlueFolder- seems to be the right in the middle best product for me... has all that im looking for. But the cost is going to be just over 100/mo...

I am wondering if anybody has used any of these programs (in particular blufolder and shockeymonkey) and what their experience has been?

Thanks, Jason
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Question by:Jason Kidman
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Accepted Solution

by:
Rich Rumble earned 2000 total points
ID: 33715649
We prefer RT, no need to login to anything, just send an email: http://bestpractical.com/rt/ RT does the rest.
They also offer hosting at 125/mo http://bestpractical.com/services/hosting.html
Sorry I have no experience with outsourced ticketing systems.
-rich
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Assisted Solution

by:Jason Kidman
Jason Kidman earned 0 total points
ID: 33824674
Well not much response. Through my research i think i am going with BlueFolder. It offers everything except 2 way communication with my MSP program GFI Max, but it atleast will open a ticket with Bluefolder via email delivery.

Thanks for the info on RT - It does however look more like a helpdesk tool and less of a PSA

thanks, Jason
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Author Comment

by:Jason Kidman
ID: 33867671
I just wanted to update on this... I found out that ShockeyMonkey just launched QuickBooks;/Accounting integration.

So since it is free and their paid version is still half the cost of the others, I am now starting to use it and will implement it. So that is my choice at this point.
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