Re: AutoTask as a ticketing system in a MNS NOC

[Corey Touchet <corey.touchet () corp totalserversolutions com>]

It¹s not taboo to say Remedy is it?





On 8/7/14, 2:49 PM, "Ameen Pishdadi" <apishdadi () gmail com> wrote:

> Well what do u recommend
>
> Sent from my iPhone
>
> > 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>