SmarterTrack

Einfaches Tool zu87r Nachverfolgung von Kundenafragen

Kommentare: SmarterTrack ist ein sehr simples Trouble-Ticket-Tool, welches die wichtigsten benötigten Funktionalitäten bereits stellt. Für modernes Service Management reichen die Funktionen aber nicht aus.

Vorteile:

Die Bedienung der Software ist einfach, ebenso die Konfiguration. Die wichtigsten Funktionalitäten werden bereitgestellt, um Supportanfragen strukturiert abzuarbeiten.Das Zusammenführen von mehreren Tickets zum selben Problem ist einfach und hilft sehr, den Überblick zu behalten.

Nachteile:

Das Tool ist leider schlecht anpassbar, eine Abrechnung geleisteter Supportleistung war mit diesem Tool nicht möglich.

Great Bug &Y Update Tracking

Vorteile:

Bugs and enhancements may be may be emailed directly into the system by customers.

Nachteile:

I don't have any complaints. SmarterTrack has been great.

does most things really well

Kommentare: We use Smartertrack extensively. our helpdesk send emails responding to customers direct from the software whereas in Sales I tend to use Outlook because I want more control over signatures and formatting

Vorteile:

Smartertrack manages tickets for our sales and helpdesk teams and works really well for this. There are a lot of features that we don't use but probably could

Nachteile:

ordering of tickets in a particular queue, e.g. by follow up date, if you change the order it changes it for all view, which you may not want. Some queues I want to order by follow up, others (for example when searching for something) you may want to order by date/time sent (or shortest idle, which is a bit odd) so you keep having to reorder. It would be good to be able to link each ticket to a customer account, whether posted by customer ot operative so you can easily see the full history for a customer instead of having to trust search

SmarterTrack is a good cost effective tool for handling support tickets coming from outside your org

Vorteile:

SmarterTrack is a good cost effective tool for handling support tickets coming from outside your org. I like the way tickets can be assigned to people or teams and the ease of use (canned replies, etc.). It also has good reporting and data if utilized.

Nachteile:

It is fairly rigid and things like tags or task types are more difficult to use. It doesn't connect with outside email so notifications are limited. While tickets can be transferred to different people or teams, there isn't a good way to keep visibility into those items.

Excellent Support Ticket Tool!!!

Vorteile:

Great Support Ticket tool, with knowledge base, chat, user/agent support, queue, reminders, auto-responses, you name it. Very reasonably priced, have used this for many years.

Nachteile:

I used to have some difficulty with configuring auto-response emails, but there have been a ton of improvements - SmarterTools has done a great job!