Questions about Help Desk Software...

[BizBoost]

Before digging through the various Help Desk software solutions and Help Desk software reviews, I thought I'd ask fellow Warriors to please share their experience and thoughts.

I have not used Help Desk software yet but have poked around. Here's what I've seen so far:

1. Fantastico seems to have a couple of free options that are free for people with Fantastico-based hosting packages;
2. Willie Crawford has "Three Pillars";
3. Frank Hayward has a version I find a little overly technical.

What I'm wondering here is

1. Are there any serious DISadvantages to the FREE Fantastico-based stuff that justifies buying a 3rd party solution?
2. Are there solutions about which you know that have serious ADvantages that make them well worth the price?
3. Do you know if it's easy to shift to another solution if your first choice, ultimately, proves inadequate, or dissatisfying?
4. Are there any fellow warriors who frequent here that have a Help Desk solution and would explain why their solution stands out amongst the rest?
5. a. What are YOUR personal favorites? b. What are YOUR personal dislikes? (and why?).

Thanks, in advance, for your help. Obv, I don't expect any one person to have answers for every question but whatever information you can share will be greatly appreciated.

Thank you...
Eric

[Jesus Perez]

I use Trellian, free software that is very powerful.

Personally, if I'm going to pay, I'll get Kayako ALL the way.

[Richelo Killian]

I second Kayako. It's big, in the beginning, it's a little complicated, but, it will grow non-stop with your business. I am a bit of a HelpDesk geek, and I have tried most of what is available out there, and Kayako just beats it hands down!

[BizBoost]

Originally Posted by BlueSquares

I use Trellian, free software that is very powerful.

Personally, if I'm going to pay, I'll get Kayako ALL the way.

Thanks for providing an example of both free and pay versions that you find worthy.... much appreciated.

Originally Posted by Richelo Killian

I second Kayako. It's big, in the beginning, it's a little complicated, but, it will grow non-stop with your business. I am a bit of a HelpDesk geek, and I have tried most of what is available out there, and Kayako just beats it hands down!

That's what I like to hear... that it'll grow non-stop with the business. I guess I also like to know if it's got the security levels that allow me to hire someone to handle multiple sites, etc.

I'm going to check it out now. Thank you for your advice.

Two more questions, though, since you're a self-described "help desk geek"

1. Why are you a help desk geek? Can't say that's something I hear regularly. , and

2. Is there a feature, or features, or something you learned about Kayako that isn't immediately obvious to the new user but that adds significantly to power and/or ease-of-use to a now-experienced user such as yourself?

Thanks again,
Eric