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?

TweetBacks
Comments
jim Priest's Gravatar It's been awhile since I've used it - but I was really fond of Cerburus Helpdesk...

http://www.cerberusweb.com/

Very easy to setup and I found it very intuitive to use...
# Posted By jim Priest | 10/8/07 2:11 PM
Sam's Gravatar You should look into CoreBlox (www.coreblox.com). They offer a hosted customer support portal solution and even have a free plan (for smaller companies).
# Posted By Sam | 12/3/07 1:02 PM
Tom Shulte's Gravatar I can suggest you to have a look at www.helpdesksoftware.com where you can find some great solutions for helpdesk management.
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.
# Posted By Tom Shulte | 8/6/08 9:27 AM

NAVIGATION

Home
About Me

RSS


Search

Subscribe

Enter your email address to subscribe to this blog.

Recent Entries

Flash Camp Boston
New Blog Design
Pre-Conference Training at cf.Objective()
FireFox 3.6 KTML Editor Fix
I am now a part of the Adobe Community Professionals Group

Recent Comments

FireFox 3.6 KTML Editor Fix
Joshua said: While changing that far will load the editor, does it show the drop down class menu correctly now? [More]

FireFox 3.6 KTML Editor Fix
Al Johnson said: HI, I am still fighting to keep my code going as there is nothing better than KTML nad I have writt... [More]

Google Chrome Review
web development said: ow there are all kinds of cool architectural ideas around Google Chrome, but right now, they don't m... [More]

FireFox 3.6 KTML Editor Fix
wayne said: i have been having issues with the code editor myself, it seems i can no longer copy and paste or th... [More]

submiting a form inside an iframe from outside the iframe
Peter said: I doubt you’re still having this problem over 2 years later, but if anyone else finds this page on t... [More]

Calendar

Sun Mon Tue Wed Thu Fri Sat
 123456
7 8 9 10 11 12 13
14 15 16 17 18 19 20
21 22 23 24 25 26 27
28 29 30 31    

Archives By Subject

blogs (31) [RSS]
books (4) [RSS]
Crazy (39) [RSS]
DIY (8) [RSS]
Flex (3) [RSS]
games (10) [RSS]
GRRR (13) [RSS]
Ideas (11) [RSS]
Local (14) [RSS]
LOLpics (2) [RSS]
money (9) [RSS]
music (3) [RSS]
Personal (27) [RSS]
Photos (8) [RSS]
Politics (8) [RSS]
Projects (22) [RSS]
Review (18) [RSS]
RPM (9) [RSS]
Spam (16) [RSS]
Technology (66) [RSS]
Testing (3) [RSS]
TV (15) [RSS]
video (32) [RSS]
Web Dev (218) [RSS]
World of Warcraft (16) [RSS]