[TriLUG] help desk / trouble ticket software

[Jim Ray]

We use ConnectWise and Kaseya.

Regards,

Jim Ray, MCSE
President

2 Davis Drive, PO Box 13169
Research Triangle Park, NC 27709

main:	919-838-1672
cell:	919-606-1772
skype:	neusedotnet
email:	jim at neuse.net
web:	www.NeuseRiverNetworks.com

ONE(tm) Plan to put IT maintenance behind the scenes, after-hours and
out of your way since 1997 with Service Representatives Available
24/7/365

Customer Service/Support: Send email to support at neuse.net or log on to
our web portal http://support.neuse.net



-----Original Message-----
From: trilug-bounces at trilug.org [mailto:trilug-bounces at trilug.org] On
Behalf Of Chris Bullock
Sent: Tuesday, July 19, 2011 11:21 PM
To: trilug trilug
Subject: [TriLUG] help desk / trouble ticket software

We have outgrown our homegrown ticketing system, so we are looking to
replace it with something else and wanted to get some recommendations:
Currently we are opening 20-40 tickets a day.  Looking for the following
features.
Authentication with Active Directory
Ability to upload files/screenshots
have read only users
create "sites" where end users (managers) can view only their relevant
"sites" 
tickets
Ability of other help desk users to "subscribe" to tickets Create a
ticket by emailing ticketing system generate ticket via snmp trap
Reporting: user created, owner of the ticket, resolution time, site
created under, etc, Since we are healthcare we need to host this inhouse

It would also be nice if the same software had project tracking also.

thanks in advance
Chris

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