AutoTask as a ticketing system in a MNS NOC

Thu Aug 7 21:33:42 UTC 2014

Remedy can be awesome, if you have full time development staff to dedicate to it. 

On Aug 7, 2014, at 4:18 PM, Corey Touchet <corey.touchet at corp.totalserversolutions.com> wrote:

> It¹s not taboo to say Remedy is it?
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> On 8/7/14, 2:49 PM, "Ameen Pishdadi" <apishdadi at gmail.com> wrote:
> 
>> Well what do u recommend
>> 
>> Sent from my iPhone
>> 
>>> On Aug 7, 2014, at 3:08 PM, Chris Adams <cma at cmadams.net> wrote:
>>> 
>>> Once upon a time, Chris Garrett <chris at 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 at cmadams.net>
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> 