If you were talking to someone whose organization is considering HEAT Service Management, what would you say?
How would you rate it and why? Any other tips or advice?
We use the on-premises deployment model. In terms of advice, I'd suggest others focus on the main features such as problem tickets, escalating tickets, ticket flow and support for mobile applications. I'd rate the solution eight out of ten. I'd rate it higher if it had better integration capabilities and better support services.
It is a good system, as long as you've got everything you need. Sometimes a customer needs to customize it according to how he or she works. If that could be done prior to being handed over the system and tested to its final configuration, it can actually work. If there's an improvement in the reports, this would be much easier to recommend. One key aspect where they are still behind is in the reports. The reports that are standard don't actually provide what you require as a customer appropriately. For now, it is a six out of ten. That is taking into account my issues with the web client, reports, and their knowledge base. We try to get a knowledge base, but for now, all we've done is put in term resolutions. In terms of accessing them, however, it's difficult to even publish articles or resolutions into their system. The process there is quite lengthy. I would have assumed if I put in a resolution it should take it straight into the knowledge base, but I have to now go back and publish it for me to see it again.
Can you share with other users what your preferred choice is for help desk software and why? Did you compare it to other solutions?
Let the community know what you think. Share your opinions now!