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| Ease of Set Up | 6.3/10  |
|---|---|
| Ease of Use | 9.3/10 |
| Value for Money | 9.3/10 |
| Overall rating | 8.7/10 |
By Frank Berthold on 25th Apr 2008
| Time Software Used | 1 - 6 Months |
|---|---|
| Ease of Set Up | 10/10 |
| Ease of Use | 10/10 |
| Value for money | 9/10 |
| Overall value | 10/10 |
 Frank Berthold's recommendation | |
Fast deployment
Some guys who I first heard about the tool from told me the setup in older builds was somewhat unfriendly although they also said that the situation changed with the last version. That may have been so I can only say that I've seen no difficulties with deployment. Quite the contrary deployment went pretty quick and automated for me so that I wasn't required to manually input anything more than select the SQL server and set the database I want to use.
Decent integration into environment
The tool integrates with Active Directory so that there's no need to use external authentication. I've seen tools that require you specify your credentials when you don t need it. Why should you type credentials when it's more secure to authenticate via Active Directory? When you have to work with the issues for just a few times in a day it's normal to type credentials each time you have to manage something with the tool. When you have to handle the process on regular basis, believe me you'll like the neat feature at the first sight.
Clean and uncluttered look and simple management
Some tools that I've tried before I started to use this tool were declined from use in our team for one small reason - they were ineffective. They either had a simple interface that was easy to use but had poorly management tools or they were overbloated with functions so that I could look as if you are trying to curb a Boeing that many controls they had implemented on their face. Completely different experience here. You don't have to walk through a bunch of windows, tabs whatever to find or enter the data into the database. If I don't like the view, I can switch to another by specifying custom fields notification widgets, database profile and other stuff.
Perfect modularity and automation
The ability to use module add-ons is very helpful as it allows to build a custom setup and configure automation the way you wish without hampering performance by running excess stuff. And I don t need to worry about if the automation will trigger when needed. For example I configure an address to be used for automatic converting from e-mails coming from user to issues to be automatically placed directly into the database and deploy mail user ticket management plugin for Outlook allowing my team members to manually route user requests if the user sent the e-mail to wrong address not handed by mail ticket automation and escalation system. The cool thing is that I can access the management functionality from everywhere by either using standalone or web-version of the tool and even provide users with a 'live' online access to the tracking system making them able to control the work on the issue they've registered.
Stable.
Nothing to add. Just works, works, works I configured it and I know it will work like a mule.
Loads of others...
Ah, Value?
I don't know Ask my boss, he liked it.
(Jack, tell 'em you did!)
None found. Do you trust me? Well, check it out yourself
Oh, well, a 'Make coffee' button will be preferred in future versions.
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.
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