Re: AutoTask as a ticketing system in a MNS NOC

[Chris Garrett <chris () aperturefiber com>]

This is the same limitation on contacts that is forcing us away from WHD 

I appreciate your prompt response. 


On Aug 7, 2014, at 3:08 PM, Chris Adams <cma () cmadams net> wrote:

> Once upon a time, Chris Garrett <chris () aperturefiber com> said:
> > Does anyone on list have any firsthand experience with this software as a primary ticketing platform in a high 
> > volume NOC?
>
> A small ISP I used to work for switched to Autotask a couple of years
> ago, and I was not impressed.  The web UI was slow, the API was slower,
> and their standard mail gateway was broken.
>
> For example: they used AT for CRM as well, and the mail gateway tried to
> auto-associate tickets with contacts based on email address.  That would
> be great, but we had some people that were contacts for multiple
> customers (using the same email address), and emails from them to the
> ticket system would just go into a black hole (no ticket, no bounce, no
> notification).
>
> There are various third-party tools available to handle the email
> gateway as well; I don't know how well they may work, but it seemed to
> me that a ticket system that needed third-party tools to handle email
> was broken.
>
> -- 
> Chris Adams <cma () cmadams net>