BMC Helix ITSM

Essential and User Friendly Tool used for ticketing purpose

Comments: Best Ticketing tool for business purpose. Gives us wide range of options to customize from.
breadth of services.
Easily understandable
Can generate reports according to requirement
Able to link tickets to one another easily

Pros:

Able to create. update, resolve tickets easily Able to calculate SLA. Good process work flow Able to link Incidents to problem and change requests

Cons:

Too many fields are needed to be filled up for raising a ticket, thus its a bit time consuming for us.

Good Ticket management tool

Pros:

The software has auto refresh feature where the view is automatically refreshed with new tickets. The reporting feature is cool. We can do reports to identify and handle tickets per teams which is very useful for Project management.

Cons:

Could have more appealing UI and customization feature that can help different teams to manage the LOVs as needed

Great IT Support Tracker

Comments: We are using this tool to manage all report for each user that is requesting assistance from IT support by creating a ticket. They are are to copy all relevant information about the issue that users is experiencing with the device and any of the peers from IT support can go directly to the users that is facing the problem and provide the correct support. We already know what we need to have in order to solved users issue since there is an initial description for that. We can also track who has resolved previous ticket and easily provide report and have a history for each of electronic product we internally provide support on the company.

Pros:

► We can easily track all tickets resolved. Also, track any particular behavior in case we face any bug or virus on multiple users reporting the same issue. ► Easy categorization for tickets.

Cons:

► GUI looks pretty slow. ► Sometime users report some slowness in the tool and this affects users experience. ►There are a few fields mandatory that for some users are annoying since there is no like an option for a quick ticket to report a particular emergency that wants our support ride away.

One of the Best Incident Trackers!

Comments: I worked 3.5 years for 1-800-WAL-MART and used this software to track every single customer incident that happened in Walmart stores in the U.S. and beyond.

Pros:

I love how intuitive it is. The software flows just like you'd expect.

Cons:

It was something I used at Walmart corporate office when I worked there. No complaints at all ... even from a user at the largest company in the world.

Great Tool

Pros:

This tool is very helpful in managing alerts & can be nicely sync with monitoring tools.

Cons:

I never faced any issues & used this in my previous organization too.