If it's for real MSP work, then I'd look at the various PSAs. Halo PSA seems to be the market leader at the moment.
-- Mike Hammett ----- Original Message ----- From: "Steve Jones" <[email protected]> To: "AnimalFarm Microwave Users Group" <[email protected]> Sent: Wednesday, May 28, 2025 10:06:11 AM Subject: Re: [AFMUG] Ticket systems Kayako version we have we used for tracking project time, mutlpiple users can update and document the project, sticking time in where it occurred. We could report out by project by customer by service tier (MSP not ISP) etc. It broke down by tech for spif. Had great inbound ticket routing, clear autoresponders, and one other case now we will need is a disclaimer to submission along the lines of "I accept this is a billable support case and I do want to continue" Looking at them now it looks like a steroid version of slack, I dont want that We used the shit out of the knowlege base and integrated documentation for each MSP customer documentation and hardware config revision storage I got spoiled on it This use is MSP service and support, but tracking the sales process On Wed, May 28, 2025 at 7:33 AM Josh Luthman < [email protected] > wrote: Might start with what you need, like: *billable time tracking ??? On Tue, May 27, 2025 at 5:51 PM Steve Jones < [email protected] > wrote: I know that nobody in the history of this list has ever asked about ticket systems What a current, decent, affordable helpdesk system? Nothing will beat kayako ever, but ours is a very very old perpetual license version and the last i looked into them it was priced out with less features. AI is a thing now, so I guess its worth looking at that so called feature. I used to use ours extensively, built out great customer knowlege bases with interactive troubleshooting. It had good user time tracking. service tiers with definable escalations and great flow management rulesets. The billable time tracking is an absolute must have in this use case before me. I dont think on prem is much benefit any more unless there is still such a thing as perpetual license software The ISP uses the powercode ticket system which is decent for customer issue tracking, terrible gor general issue tracking, would be square peg round hole for what i need. -- AF mailing list [email protected] http://af.afmug.com/mailman/listinfo/af_af.afmug.com -- AF mailing list [email protected] http://af.afmug.com/mailman/listinfo/af_af.afmug.com -- AF mailing list [email protected] http://af.afmug.com/mailman/listinfo/af_af.afmug.com -- AF mailing list [email protected] http://af.afmug.com/mailman/listinfo/af_af.afmug.com
