Help Desk Authority for Windows

User Reviews

• I really love this software!

  HelpChickJanuary 17, 2011

  Pros

  so easy to use! drag and drop customization

  Cons

  none that we found so far

  Summary

  like helpbabe's review, we too were using another vendor's and so unhappy. We made the switch a few months ago and our whole team couldn't be happier.

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• THIS IS THE BEST TICKETING SOFTWARE HANDS DOWN!!!!

  helpbabeJanuary 17, 2011

  Pros

  ease of use, customization capability, numerous databases supported at no charge

  Cons

  didnt buy it sooner and wasted major dollars on a marketing genius (TI)

  Summary

  without a doubt this is the best ticketing system out there for the price....my company used (TI) for over 8 years/ The functionality in Help Desk Authority blows it away....what was really cool was the fact that we didn't have to start from scratch...we were able to take our ticket history into help desk authority.

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• 2 years of frustration with this product

  crzytechSeptember 10, 2009

  Pros

  it's better than nothing

  Cons

  clunky, bad customer support, required to implement too many workarounds in base infrastructure to get the product to work

  Summary

  we bought this product 2 years ago and are now on 8.1 build 221. None of the features have worked properly since the first version we got, and with the latest version lost a significant amount of functionality from the syncronization tool. I've worked with open source products that were easier to use and less crappy. I would never recommend this product to anyone, like someone said above there are tons of other programs to use that offer the same or better functionality--use one of them.

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• A headache waiting to happen.

  inceptionJuly 23, 2009

  Pros

  nothing to brag about.

  Cons

  You must own crystal to get any decent reports. The standard reports are garbage. The support will leave you hanging for days without any solid advice. We bought, tried, got sick from all the problems, and are now migrating to another program.

  Summary

  There are hundreds of great programs out there to support a help desk. Choose another one. This one will bring you only frustration.

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• Great tool!

  BrandonShaferJune 5, 2009

  Pros

  Cons

  Summary

  This review was originally posted on VersionTracker.com.<br />This is a great help desk tool! We were able to put this into production really fast. The features set was easy to figure out and it had some user-friendly features, like a dashboard view which we found really helpful. We did buy it after the 30 day trial. It wasn't free like some of the tools out there but the price was reasonable and our sales person and support contact have been really responsive.

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• Very strong help desk software...my favorite version yet

  cjmalloneSeptember 26, 2006

  Pros

  The new UI is excellent...very clean and easy to use. The old version (5.5) was a bit dated and this version definitely addresses it. I've been using BridgeTrak since 4.0 - this is easily the best. <p> <p>The feature set of the product is amazing for the money...I've used high end products like Remedy and low end ones like Track-IT, and for the money this is the best. <p> <p>Installs easily, works with SQL Server or Access, has a great Knowledge Base feature, excellent messaging / communication features...very strong overall. <p> <p>Tech Support hasn't been needed much - but I did call a couple of times with questions and they helped me quickly.

  Cons

  I can always come up with a wish list of things I want added to any product. In this case, when you consider the price and what the more expensive products will run you, it's tough to complain.

  Summary

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• Excellent helpdesk software

  Server GuySeptember 13, 2006

  Pros

  My company recently purchased Kemma Software's BridgeTrak 7.0. The products we purchase where BridgeAccess, Bridge Auto Escalate and BridgeReceive modules. The installation process was very smooth except for one issue with BridgeTrak for Windows running a little slow. I contacted technical support and they suggested we move from an Access database to the free version of SQL (SQL Express). Once, we upgraded the performance was much better. <p> <p>I also found the technical support group to be very helpful and they were more than willing to assist me with my evaluation of the software. In fact, of all of the applications we evaluated, Kemma's support representatives were the most accommodating.

  Cons

  Summary

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• Crash-city

  satch777May 4, 2006

  Pros

  Nothing redeemable about this software...

  Cons

  The further I got into the install process, my rage grew. Do not bother. Vague and poorly documented options, unstable operation, resource hog. Tech support was NO help.

  Summary

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• Terrible software

  HereIsOblivionMay 3, 2006

  Pros

  In short, there are not too many things to like about this software.

  Cons

  This is possibly the worst Issue Tracking software I have ever used. We are filtering through a dozen or so possible programs for our next upgrade, and this is possibly the worst. <p> <p> <p>- Unclear instructions during install. <p> <p> <p>- After install reboots are required along with additional "maintenance" done, however directions do not point out this details. <p> <p> <p>- When using this software across a network connection the connection becomes near unstable and causes crashing of workstations as well as an unnecessary strain on Windows 2000 and Windows 2003 Servers. <p> <p> <p>- After rebooting the server there are several .dll files which will occasionally have to be re-registered in order to continue working. <p> <p> <p>- Technial support is near usless. I had to spend over 2 hours waiting on the phone to actually speak to a human being. When I finally did get to I had to speak to over 7 people before finding someone willing to actually troubleshoot the problems with something more than just a generic: "Reboot" answer. <p> <p> <p>- There are so few customizations for this sofware, in comparison to similarly priced programs, it nearly makes the program usless. <p> <p> <p> <p>After attempting to use this software on not 1, but 4 seperate Servers we finally decided it was not worth the hassle of using this free trial software and went on to bigger, better, and cheaper software providers. <p> <p>My suggestion is to bypass this program all together. Don't even bother wasting your time downloading the trial and fighting with this.

  Summary

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• Middle of the road, not bad, but defiantly not good.

  MrPeavsMay 2, 2006

  Pros

  The new 7.0 interface at least looks nice when compared to 5.5.

  Cons

  Where to even start? This software just seems rushed, I started using 7.0 around build 134 and the amount of bugs then is simply unacceptable. It was almost to the point that it wasn't even useable as to what their sales had sold us on. The first bug I encountered; if a query assigned in StatusBar then the query was deleted. An account using that query is totally in accessible. Their response; dont give users access to delete queries. There support is a joke, good luck getting through to a real person on their so called, "helpdesk." <p> <p>The custom fields are simply a joke, it is to cumbersome, it isn't even worth the effort to use. Maybe, if they allowed you the ability to put it in the main tab, it would be fine. But you have to click on a custom field tab just to entered in that information. A major pain if you have a lot of custom fields. <p> <p>My biggest problem with the software; lies within the query system. With fields like Assigned Group, Priority or Assigned User. I have tried putting a NOT operator in front of all the defined entries for that field, but that does not return empty fields. There is no way to see if the Issue has not been assigned to anyone. The other major problem that I have with the query system is any query that involves date/time. Lets say you wanted to write a query that returns all cases that were received 5 days ago or more. You have to select a date that is 5 days out from today. The problem is that you would have to go in every day to edit that query. What I dont get, when the Priorities are set on a day, hour and minute bases, why cant we do 5 days, 0 hours and 0 minutes? There is also no logical way to have a query return results with a date/time field that is NULL (empty). What I have done to get a NULL (empty) date/time field is to choose the condition of less than and select 1/2/1901. Since the NULL (empty) date/time field is stored in the database as a 0, it will return any date/time field that is NULL (empty).

  Summary

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