Kemma Software BridgeTrak for Web

First of all it's no more Kemma. At least I grabbed mine package from there and the web results from the left pane here confirm that I am not mistaken.Second, this is the kind of tool that you can speak forever describing its advantages and still you will always have something to add. That's because it has a very good scalability so that I can master my helpdesk management and find new and more easy ways to do the things in a shorter time each time I do that. The most reasonable way to show you why I loved the tool, and why I decided to drop some lines about it here. After all, you have to try things for yourself even if someone else likes it. However, I'd like to add some more bits here to clarify why i like it and maybe this will help some of you to find the tool that will help you forget about issue tracking hassles. Below is the list of what I personally liked in the tool and consider as its pros and cons. Your list may differ from that of mine, that's why I recommend you d better take a look at Kemma Software BridgeTrak for Web for yourself.

Since we started the BridgeTrak Help Desk software in April 2003, my opinion of the software and vendor have dramatically improved. I am able to run fairly complex auto escalate functions (e.g. sending a survey to customers whose issues have been marked "solved"), and can create a pile of queries to help me keep an eye on the help desk. We bought the basic package, and added BridgeAutoEscalate and BridgeAccess (allows users to login and see their own issues and search the knowledge base.) I bet you'll not be able to find a package with as many features anywhere near the price of BridgeTrak for web. It is still somewhat complex to set up, but worth it once you've got it running.

Overall, Kemma Software BridgeTrak for Web is an excellent Help Desk product. I read positive reviews from Microsoft Magazine, SQL Server Magazine, Business Week and others. I read the review posted here, and tried it myself. I must say I was impressed...the full feature set that is available for a very low price was a big selling point. We have not experienced any problems, but when we did call Tech Support with a few questions, they were very helpful.

Escalation, email capabilities, and overall flow of issue communication and reporting are great. We're very happy with the product, as well as their auditing product, CI Discovery.