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Trying to get off TrackIT!

web-app

Good day all!

I am evaluating Gemini for a Helpdesk system.

I like the price so far but need to know if it works for this purpose.

Currently using TrackIT! and it essentially does what we need but support waning for the version we are on and upgrade too costly.

Need it to:

Auto-create ticket Email back to customer ticket # Allow type customize Allow mod to notify support staff that ticket is about to expire and dog them if it has expired. Custom create reports based on assignee, type, trend analysis issues.

Also appreciate if anyone has used the tool and found it lacking in significant areas.

Thanks in advance for your time and comments.

Glen
· 1
Glen
Replies (6)
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Gemini can create issues from emails (auto create ticket I presume) and acknowledge / notify of changes to the client. We call it the mailbox processor (Administration -> Mailbox Processor).
You will need to install the scheduler service in order to use it.

You can customize everything in Gemini including text. Say you’d like to rename component to module, simple override it in an XML file.
Users can send other users email about late issues.  This is not done automatically at the moment but there is a codeplex project that does that: http://geminimailmachine.codeplex.com/

Custom reports can be created via the issue filter and programmatically using .NET.

This is our view, hopefully other users will reply....


Mark Wing
· 9108
Mark Wing
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Awesome software, we have been using it for over a year now and it works great! Support is very responsive to our needs.


dnndev
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dnndev
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Mark - Thanks for the reply. The link you posted doesn't seem to work. I am getting a page does not exist error.

Thanks again for your time.


Glen
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Glen
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Seems to be an extra space at the end of the link. Try http://geminimailmachine.codeplex.com/


Saar Cohen
· 5000
Saar Cohen
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OK nevermind! After I took off the last \ it let me in. That loks to do what you I was asking about.

I assume the documentation tells me how to set that up so they work in unison.

Is that how your team is using the tool?


Glen
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Glen
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DNNDEV - Thanks for the recommendation. Is your team using the code that allows for email notification on overdue issues?

How hard was that to setup if so.


Glen
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Glen