Cloud Based Service Desk Software

[pjansell]

Can anyone recommend or give a recommendation through personal experience of any decent web based service desk software? I have inherited a small team of 10 aftersales service engineers who are using an old, out of the box sharepoint template site for raising tickets and task escalation via phone (customer) contact only.

I don't have the resource to bespoke new features or to further integrate sharepoint into our existing systems so I want to break out of that and move them to a cloud based architecture so they can access cases/tickets while out on the road and back at base, and also provide a customer self-service portal area where customers can check the status of their service requests.

I've looked at brightpearl and salesforce's service cloud but they are quite expensive, SF's service cloud has a nice CMS style knowledge base feature which would be expecially useful if we could make it a chargable access feature to our customers.

Are you using similiar software, perhaps you can make a recommendation, if so i'd appreciate your thoughts and suggestions.

Thanks

 

[pjansell]

Guys, thanks for your input - i hadn't come across ICCM, Service Now or Kayako before, hopefully if i get time today i'll have a look at those. We're a small company, ITIL compliance isn't a priority for us. Is anyone familiar with OpenCRX? Sldsmkd what didn't you like particularly about Kayako?

 

[pjansell]

Well, we had a video conference with Kayako on Wednesday as a service desk solution it works well, although it's let down by the lack of reporting features -it's something they stressed is in the works and should be available in a month or two but that isn't solid enough for us, it's a shame really as apart from that it's a decent service desk system.

This morning we had a video conference with ICCM, as POD pointed out its very scalable and it's architecture seems flexible enough to grow with us although it is costly. The SaaS model is charged not only on a per staff basis, but also on your customers access to your system as well - something to think about.

We have some more demos next week with Saleforce (servicecloud) and Sevice Now so i'll let you know how those go. Have a good weekend.