We use this application for a Support Call Center and it works great! We're able to track open/closed tickets with ease. Field customization really helped this application integrate with our existing processes. The bug tracking feature is a great way for us to link specific tickets to open software issues. There are only 2 features we wish it had: 1) the ability to open multiple tickets at once. This would be a nice addition for our constantly multi-tasking staff. 2) the ability to merge/link tickets together. Their support and sales staff are very easy to work with and are always helpful when we have questions!

The ticket itself. Works well for our team to review open issues.

Not able to have multiple tickets open at one time. Would be a nice feature to help us multi-task better.

Tele-Support HelpDesk helps me track software customizations I make for our customers. There´s a lot of e-mail correspondence going on at every inquiry (over years) and with Tele-Support HelpDesk I can keep track of everything. It has helped me in cases when unsatisfied customers complain over something, then I can easily go back in the history and see what´s been agreed earlier so wew can sort things out.

The tracking of all e-mails.

The e-mail client can be improved.

I like that all customer support cases are in one place and can easily be looked up. I also like that you can bill out from this system for support calls and it includes support notes.

When it comes time to update the software, it can be quite a pain plus it seems that support is lacking for the program.

The reporting features provide excellent overviews with minimal effort, and looking up RMA/Inquiries is a breeze. This software simply makes my job easier, what more could I ask for?

Secure, fast, and simple. It's packed with features but you aren't drowned in a UI that you can't manage and navigate. Very easy to learn how to use.

There aren't really any issues that I would consider a "con", at least that I've personally ran across quite yet.

We have been using the Tele-Support Helpdesk software for years now and it is a great well rounded software that has a lot of features, but is still great at it's main purpose, which is to create and store Support Tickets. There are also lots of customization options so it can be tailored to your specific needs. In addition, a lot of information can be accessed within each support ticket so you don't have to go searching everywhere. Configuring the program may not be the easiest, but it's in no way the hardest to learn, plus their customer support can help you along the way. The reporting software is also decent, but since we have the SQL module, we can create our own customized reports ourselves as well. Overall, I recommend you give this software a try if you need a robust, feature-filled Help Desk solution.

Ability to Create RMA/Bug Tickets Ability to Customize the Support Tickets with Customized Fields and Tabs Good Customer Service Able to Export Reports to PDF Ability to add Customized Knowledge Base E-mail Notifications

Reporting Function could have more Features/Advanced Customization A little difficult to learn how to customize at first, but if you need any help, their Customer Service is good.