Help Desk / Customer Support Software Suggestions Needed
Does anyone have any recommendations on a help desk / customer support program to use for a small software company. Specifically we need to have something that provides KB, ticket tracking, quick identification of clients with support contracts vs those that don't, etc. Forums would be nice, but we can always add that separately. Newsletter management would also be nice, but not required. The kicker for programs thus far has been little support if any for tracking billable requests, and pre paid support.
For tracking pre paid support it would be handy to have quick reference to who has prepaid and how many incidents they have purchased, and how many are left. And for the client to log into find the same info.
I found this software package, however its billable reporting is non existent. Why record something you can't possibly use without querying the DB?
At any rate I would love to find a ColdFusion solution, but haven't found anything yet.
What do you use?
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http://www.cerberusweb.com/
Very easy to setup and I found it very intuitive to use...
For example, bridgtrak - a powerful helpdesk tickets tracking tool that includes built-in knowledgebase, web as well as windows interfaces, customizable issue display with required and custom fields, issue templates, web portal for customers, active directory integration. As for identifying customers with contract (like you were looking for) bridgretrak has special field in customer profile where you can specify any contract details.
On www.helpdesksoftware.com you can also find a tool for self password reset and a tool for remote desktops control over intranet or even over internet.