FootPrints is an on-premise help desk and IT service management (ITSM) application built for midsize businesses in a range of industries. It offers service desk and workflow automation, change management, a service catalog, knowledge management and more.
FootPrints helps users manage service requests, incidents and problems with built-in templates. Activity is saved, so users can review service history and track activity. Information such as incident reports, problems, changes and configuration items can be linked directly to relevant issue investigations.
Users can establish a service catalog and knowledge base for clients to enable self-service issue resolution. The workflow automation tool offers a drag-and-drop interface. Other features include a configuration-management database, service-level management, a business-rules engine, configurable portals and reporting tools
Support is offered via phone, email, online help request and online user community.
Harold from Saclaw
Employees number: 11-50 employees
Footprints does a great job managing help tickets.
Configuration can be granular and specific for your needs
Includes Knowledge base library
Good query for tickets
Email tickets are very descriptive
Can assign roles to users
Initial configuration is involved, but straight forward.
A bit of a learning curve for those who are not tech savvy.