I am looking for help desk webapp that can help a small team manage support tickets.I would like the tool to be able to convert email received via an email address like support@mydomain.com into tickets and any subsequent replies to be added to the ticket. The tool should also have a web interface where users can log on and post new tickets and track their progress. Support team members should be able to reply to the ticket from a web based user interface.Googling gets me lots of results but what I would really like is some recommendations of what the best ones are. I'm prepared to pay for the right piece of software but i'm not going to complain about some cheap or even free suggestions.
Tool for managing support requests from end users
users
I ran an I.T. company and we used a product called Connectwise. It's generally considered the best of its kind, and it automatically opens tickets up from emails sent in by clients.The main competitor to ConnecWise is AutoTask. It has a good user base, too, but runs only SaaS -- no local install option.Some additional options that might be worth checking out are TigerPaw and ShockeyMonkey.This category of software is called PSA -- professional service automation. All of the packages I suggested have avenues for billing, accounting for time, or applying the incident to a service contract of any typical type. They also will interface with some popular monitoring platforms (like Kaseya or Level Platforms) with the purpose of capturing support events in an automated manner and placing them on a service board for prioritization.Best of luck.