Helpdesk software: Intuit Track-It 6.0

If you ever have to hang on the phone waiting for tech support, just pray that the guy at the other end is using software like Track-It 6.0 to manage your call.

Clich here to see a screen shot.

Heavy-duty helpdesk software can carry a six-figure price tag, making Track-It relatively cheap. To say it is scaleable is an understate-ment: a veritable laundry-list of add-on modules includes giving global Web access, soft-ware deployment tools, a self-service module (for end users) and a knowledge base.

Like its rivals, Track-It is highly customisable and supports the most commonly used relational database platforms — in our case, Oracle or SQL Server. It also provides automatic trouble-ticket escalation and notification capabilities, which make it ideal for multi-tiered support environments in which problems are delegated to specialised workgroups.

New features include the Technician Dashboard, which gives a simple graphical view of a support agent’s current workload (reminiscent of Outlook’s Today view). Track-It also offers a high level of integration between the IT helpdesk and the asset management functions. It can be used as a comprehensive asset management tool to monitor and manage your hardware and software inventory, or to detect the presence of unauthorised data files — MP3 or JPG, for example — on the network.

Price: from $US495 (single user); $US995 (standard); $US3495 (enterprise)
Vendor: Intuit

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Roger Gann

PC World
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