Does anyone on list have any firsthand experience with this software as a primary ticketing platform in a high volume NOC? We are moving away from SolarWinds WebHelpDesk as our ticketing platform and this one came into the bidding late. http://www.autotask.com
Once upon a time, Chris Garrett <chris@aperturefiber.com> said:
Does anyone on list have any firsthand experience with this software as a primary ticketing platform in a high volume NOC?
A small ISP I used to work for switched to Autotask a couple of years ago, and I was not impressed. The web UI was slow, the API was slower, and their standard mail gateway was broken. For example: they used AT for CRM as well, and the mail gateway tried to auto-associate tickets with contacts based on email address. That would be great, but we had some people that were contacts for multiple customers (using the same email address), and emails from them to the ticket system would just go into a black hole (no ticket, no bounce, no notification). There are various third-party tools available to handle the email gateway as well; I don't know how well they may work, but it seemed to me that a ticket system that needed third-party tools to handle email was broken. -- Chris Adams <cma@cmadams.net>
Well what do u recommend Sent from my iPhone
On Aug 7, 2014, at 3:08 PM, Chris Adams <cma@cmadams.net> wrote:
Once upon a time, Chris Garrett <chris@aperturefiber.com> said:
Does anyone on list have any firsthand experience with this software as a primary ticketing platform in a high volume NOC?
A small ISP I used to work for switched to Autotask a couple of years ago, and I was not impressed. The web UI was slow, the API was slower, and their standard mail gateway was broken.
For example: they used AT for CRM as well, and the mail gateway tried to auto-associate tickets with contacts based on email address. That would be great, but we had some people that were contacts for multiple customers (using the same email address), and emails from them to the ticket system would just go into a black hole (no ticket, no bounce, no notification).
There are various third-party tools available to handle the email gateway as well; I don't know how well they may work, but it seemed to me that a ticket system that needed third-party tools to handle email was broken.
-- Chris Adams <cma@cmadams.net>
It¹s not taboo to say Remedy is it? On 8/7/14, 2:49 PM, "Ameen Pishdadi" <apishdadi@gmail.com> wrote:
Well what do u recommend
Sent from my iPhone
On Aug 7, 2014, at 3:08 PM, Chris Adams <cma@cmadams.net> wrote:
Once upon a time, Chris Garrett <chris@aperturefiber.com> said:
Does anyone on list have any firsthand experience with this software as a primary ticketing platform in a high volume NOC?
A small ISP I used to work for switched to Autotask a couple of years ago, and I was not impressed. The web UI was slow, the API was slower, and their standard mail gateway was broken.
For example: they used AT for CRM as well, and the mail gateway tried to auto-associate tickets with contacts based on email address. That would be great, but we had some people that were contacts for multiple customers (using the same email address), and emails from them to the ticket system would just go into a black hole (no ticket, no bounce, no notification).
There are various third-party tools available to handle the email gateway as well; I don't know how well they may work, but it seemed to me that a ticket system that needed third-party tools to handle email was broken.
-- Chris Adams <cma@cmadams.net>
Remedy can be awesome, if you have full time development staff to dedicate to it. On Aug 7, 2014, at 4:18 PM, Corey Touchet <corey.touchet@corp.totalserversolutions.com> wrote:
It¹s not taboo to say Remedy is it?
On 8/7/14, 2:49 PM, "Ameen Pishdadi" <apishdadi@gmail.com> wrote:
Well what do u recommend
Sent from my iPhone
On Aug 7, 2014, at 3:08 PM, Chris Adams <cma@cmadams.net> wrote:
Once upon a time, Chris Garrett <chris@aperturefiber.com> said:
Does anyone on list have any firsthand experience with this software as a primary ticketing platform in a high volume NOC?
A small ISP I used to work for switched to Autotask a couple of years ago, and I was not impressed. The web UI was slow, the API was slower, and their standard mail gateway was broken.
For example: they used AT for CRM as well, and the mail gateway tried to auto-associate tickets with contacts based on email address. That would be great, but we had some people that were contacts for multiple customers (using the same email address), and emails from them to the ticket system would just go into a black hole (no ticket, no bounce, no notification).
There are various third-party tools available to handle the email gateway as well; I don't know how well they may work, but it seemed to me that a ticket system that needed third-party tools to handle email was broken.
-- Chris Adams <cma@cmadams.net>
This is the same limitation on contacts that is forcing us away from WHD I appreciate your prompt response. On Aug 7, 2014, at 3:08 PM, Chris Adams <cma@cmadams.net> wrote:
Once upon a time, Chris Garrett <chris@aperturefiber.com> said:
Does anyone on list have any firsthand experience with this software as a primary ticketing platform in a high volume NOC?
A small ISP I used to work for switched to Autotask a couple of years ago, and I was not impressed. The web UI was slow, the API was slower, and their standard mail gateway was broken.
For example: they used AT for CRM as well, and the mail gateway tried to auto-associate tickets with contacts based on email address. That would be great, but we had some people that were contacts for multiple customers (using the same email address), and emails from them to the ticket system would just go into a black hole (no ticket, no bounce, no notification).
There are various third-party tools available to handle the email gateway as well; I don't know how well they may work, but it seemed to me that a ticket system that needed third-party tools to handle email was broken.
-- Chris Adams <cma@cmadams.net>
participants (4)
-
Ameen Pishdadi -
Chris Adams -
Chris Garrett -
Corey Touchet