Despite your lengthy explanation, I think I may have misunderstood you.
Why such a complicated solution to a simple issue.

In my software is a menu option.
It is called, Feedback
A client makes a comment/request/complaint, and it is emailed to me.
When such an email is received, it automatically goes in Client Feedback
folder.
>From this email I know who sent it.
I then choose what to do and reply accordingly.

If you're the developer of the software your client uses, would it take you
more than half a day to write your own application around your own
requirements.?




On Wed, Dec 25, 2013 at 12:00 PM, José Olavo Cerávolo <olav...@yahoo.com>wrote:

> Hi Guys,
>
> I am primarily a Foxpro programmer, but I also have IT customers for other
> issues.
> I have a few customer that always have requests for modifications, but
> sometimes they forget to tell me or to follow up.
> On occasion, this relaxed environment of support causes some stress. A
> customer mentions some modification they want and all of the sudden they
> are upset it's not ready, even thou they never actually explained or
> formalized the request.
> Oh well, my customers are too close... like family one might say.
> So I decided to use a formal Help Desk system to help keep my requests in
> line and organized.
> Now, here comes the beef.
> Good Help Desk systems for IT are SOOOOOOOOO expensive.
> I am basically a 1 man shop. I subcontract on occasion and I am
> subcontracted on others. So I can't afford an expensive solution.
> So far, here's what I found.
>
> 1. Spiceworks: great asset management and help desk if you are on
> location. It was not created for MSPs so the workaround to make it workable
> for MSP render it more of a nuisance than an asset.
>
> 2. Freshdesk: great help desk cloud based software that's FREE for up to 3
> users. It's easy to get it up and running and it looks good also. You can
> add your company logo to their support portal. Also, it has time tracking
> features. For the Help Desk is quite what I expect it to be and did I
> mention it's FREE??! The things that give me pause about Freshdesk are: a)
> the website speed seems a tad slow; b) it's a cloud solution (I rather have
> the data on my server); c) pricing $40/user/month if you want their full
> solution;
>
> I looked into other solutions, but most cost thousands to operate. If
> anyone has a suggestion, please feel free to share with the others.
> I decided to create this thread because I am sure some of you may be
> struggling to decide on some type of solution.
>
> Btw, I don't discard using Spiceworks on some customer sites for asset
> management. I am just discouraged to use the help desk after installing it
> and having an email exchange with their support. They were very dismissive
> of the needs of a small MSP. Like, you need this enhancement then this
> software is not for you... bummer. The software install on my server was a
> breeze. It's just useless since the Help Desk does not have company as a
> standard field, there are no user levels, and the portal doesn't request a
> password for you to log in!!!!!!!!! Amazingly poor design.
>
>
> Happy Holidays!!!
>
> José Olavo Cerávolo
> http://www.ceravoloconsulting.com/
>
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