I'm looking for a very solid, ideally Web 2.0 Help Desk software for my IT service company.
I've looked at various options, including Help Spot & Zendesk, however none of them really 'tick' the boxes.
Ideally I'm looking for something that doesn't require the users to signup, they can simply email our support email address and it goes into our help desk. I would like support managers to receive email notifications when they get support requests, and our normal support stuff can simply view it from the help desk.
Ideally taking into account SLA's would be great along with being able to prioritise requests from specific clients/domains.
Once someone has accepted a ticket, it would be great if they could respond via email, likewise for the customer.
Reporting & Statistics is important for us, we need to know how long it takes for us to respond to support reqests, number of requests received etc.
We don't require Knowledge bases or forums, just an easy to use support desk.
Any suggestions would be welcomed!!