IT Incident Software is a cloud-based help desk management solution designed primarily for small and midsize businesses. It helps businesses automate ticketing workflow, track IT assets and manage inventory.
IT Incident Software allows business administrators to assign and escalate incident requests to agents, track workflow and send real-time notifications to clients for efficient follow-up. It helps with tracking labor costs and service completion time. In doing so, it helps manage request inflow and operation planning.
Clients can submit requests via online submission portals and receive instant acknowledgment emails with continuous updates on their request. Businesses can generate customizable reports with graphs to track detailed information such as service history, configuration, manufacturer information and more.
A license for IT Incident Software can be purchased for a one-time fee.
My overall experience using Dude Solutions have been subpar. If things loaded infinitely quicker, this would be an effective resource.
What I like most about Dude Solutions in using SchoolDude is how I can manage my ticket count. I can customize what's in my queue to see what should be move to the top of my to do list. I like that you can also comment and transfer tickets to different people within your department and they have the ability to see what comments have been entered.
What I like least about the about the software is how slow things take to load. It would not be an exaggeration when saying it takes 3-4 minutes to pull a ticket up, then another 3-4 minutes for a tab to load if its been selected, (lets say the notes tab to enter new notes in the ticket) then another 5 minutes for the ticket to update with the new notes and finally another several minutes to change the ticket from open to close to remove it from your queue.
Matt from Education
Employees number: 1,001-5,000 employees
The price. We bundle the IT ticket system with other "Dude" products, so it was pretty inexpensive.
You get what you pay for. Mobile interface is horrible. Password system for end users is ridiculous. No email / AD integration. Software has been almost the same for over 10 years with no improvements. Seriously, the last thing we need is the end user calling support for support on the IT Ticket system.