We are currently seeking a helpdesk\ticketing system that can meet the below requirements:
• Hosted on premises
• Have some sort of asset management
• Ability to disable all auto replies, ticketing numbers on the user side, etc. (aka no user visibility)
• Has the ability to update tickets based off of replies to the original email that created the ticket through outlook
In short we are a small team and are currently handling requests via outlook that are sent to a dist group. We would still like to work this way, however, we are seeking a system that can house metrics and provide better organization for our current workflow.
It would be ideal if we can fins something that integrates directly with Outlook, although not a requirement.
Any suggestions would be appreciated.