The keyword you would need to ask about is Organization. With the new license plan, all customers get what they call the Organization module.
FWIW, Kace has recently welcomed Dell as their new corporate overlords. I believe that has been mentioned here before. Regarding Segregation: The Organization module allows you to host multiple 'instances' of the KBOX and keeps their data completely separate. This also means that they are segregated even in administration, with each Org having their own administrative configuration so it could be cumbersome for the same group of people to monitor and maintain all the organizations. Instances in this case means that machines and users are logically associated with and stored in segregated portions of the database and do not natively interact. Users can exist in multiple organizations and switching between them can be done without re-authentication, according to the help documents. Caveat: The user association could be a hindrance in a situation where 1 support group is managing many clients as they'll potentially need to log in to each client Organization to manage work. That may be mitigated to some extent by utilizing the email functionality whereby you can create, update and close tickets via email. Regarding SLAs: The only function in the Help Desk (now called Service Desk) that I've seen _built-in_ regarding SLAs would be time-based ticket escalation. You can track work performed on each ticket, as well, if you needed to show/prove work. I use words like may and should because they have a function called 'Custom Ticket Rules' that give you read/write access to the full database that can be initiated via a schedule or trigger. It can be customized to your needs but I believe that those customizations fall out of the realm of traditional support and into their Professional Services team. I realize that some of the above may not make sense without some knowledge of the product but I've tried to generalize it as much as I can. Good luck with your search! From: Jay Dale [mailto:[email protected]] Sent: Monday, June 21, 2010 9:42 AM To: NT System Admin Issues Subject: RE: Helpdesk software Do they have the capability of servicing multiple outside clients/customers with SLA's catered to each one separately? Jay Dale I.T. Manager, 3GiG Mobile: 713.299.2541 Email: [email protected] Confidentiality Notice: This e-mail, including any attached files, may contain confidential and/or privileged information for the sole use of the intended recipient. If you are not the intended recipient, you are hereby notified that any review, dissemination or copying of this e-mail and attachments, if any, or the information contained herein, is strictly prohibited. If you are not the intended recipient (or authorized to receive information for the intended recipient), please contact the sender by reply e-mail and delete all copies of this message. From: tony patton [mailto:[email protected]] Sent: Monday, June 21, 2010 8:38 AM To: NT System Admin Issues Subject: RE: Helpdesk software Kace recently restructured their licensing, the license is now for all modules rather than per individual module. Regards Tony Patton Desktop Operations Cavan Ext 8078 Direct Dial 049 435 2878 email: [email protected] From: "Tom Miller" <[email protected]> To: "NT System Admin Issues" <[email protected]> Date: 21/06/2010 13:51 Subject: RE: Helpdesk software ________________________________ We are moving to the KBox help desk solution. It comes with the KBox desktop/server management solution, but I think you can by that module stand-alone. It seems pretty flexible, and Kace uses the same module for their customers. >>> Jay Dale <[email protected]> 6/20/2010 9:15 PM >>> I sent this back in April, and we're still looking. I am now looking for hosted helpdesk solutions as well, currently trying out Salesforce. What we need is to be able to utilize multiple SLA's for multiple clients and get away from software that's geared more towards internal usage. Most of the software I tried either uses one SLA for multiple clients, or multiple SLA's for one client. Anyone have any recommendations? Thanks, Jay From: Jay Dale [mailto:[email protected] <mailto:[email protected]> ] Sent: Thursday, April 15, 2010 2:23 PM To: NT System Admin Issues Subject: Helpdesk software Hey all, I'm looking for some kind of helpdesk software we can utilize not only for our internal ticket tracking and submittal, but also for customers of ours to submit via email or a link on our KB site. I've noticed a couple like ManageEngine, Numara Track-IT, and InverseFlow. Has anyone had experience with these, and would recommend them? Or would recommend something similar to what we require? Thanks, Jay Jay Dale I.T. 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