View Full Version : DeskPRO Touble Ticket Software - Opinion Needed!
arrty 11-22-2001, 04:32 AM I am about to buy the software DeskPRO to handle my sales and support e-mails however I tried out their demo and I am very confused now.
The demo is extremely slow and it takes about 1 hour to 12 hours for the e-mail to show up in the web interface and equally long for the reply.
I would like others to test it as well and let me know what your experience is and I would love to hear from someone who is already using DeskPRO.
The URL is http://www.deskpro.com
netsolutions 11-22-2001, 04:41 AM I would use Ubersmith
eva2000 11-22-2001, 05:05 AM i'm using Deskpro as well :D
i think Chris the developer of deskpro's server is having problems...
netsolutions 11-22-2001, 05:07 AM If it's just a support ticket system your looking for then I would use Perl Desk. So far it's free.
arrty 11-22-2001, 05:08 AM Originally posted by eva2000
i'm using Deskpro as well :D
i think Chris the developer of deskpro's server is having problems...
yes thats what Chris told me.
Can you please give me your e-mail address so I can test DeskPRO on your server?
arrty 11-22-2001, 05:09 AM Originally posted by netsolutions
If it's just a support ticket system your looking for then I would use Perl Desk. So far it's free.
Whats the URL?
netsolutions 11-22-2001, 05:10 AM www.perldesk.com
eva2000 11-22-2001, 05:15 AM Originally posted by arrty
yes thats what Chris told me.
Can you please give me your e-mail address so I can test DeskPRO on your server? private message me :)
arrty 11-22-2001, 06:10 AM Originally posted by netsolutions
If it's just a support ticket system your looking for then I would use Perl Desk. So far it's free.
Its good but now for me as I need e-mail integration in it. All my clients will send e-mails and not submit a form.
padders 11-22-2001, 09:54 AM arrty, what email address did you send the ticket to? I can assure you it is not the software that is slow, when it processes an incoming email it only has to do a couple of sql queries, much much less than occurs on say a thread in vbulletin.
I thought i suggested you send an email to support@deskpro.com. I have not received one so far... when you send another, try sending one to chris@thepadfields.com as well, this is my normal email account. Then at least we can determine what end the problem is on.
padders 11-22-2001, 11:18 AM Hi there again. I just had a look into your email, and you should have got an error auto response. By the looks of it you did not enter any text in the body. This is the email that has being stored in the error logs:
From removed-privacy@hotmail.com Thu Nov 22 01:09:45 2001
Received: from oe46.law12.hotmail.com ([64.4.18.18] helo=hotmail.com)
by cavalier.vosn.net with esmtp (Exim 3.33 #1)
id 166ovZ-0003nI-00
for support@deskpro.com; Thu, 22 Nov 2001 01:09:45 -0700
Received: from mail pickup service by hotmail.com with Microsoft SMTPSVC;
Wed, 21 Nov 2001 23:58:18 -0800
X-Originating-IP: [63.100.210.163]
From: <removed-privacy@hotmail.com>
To: <support@deskpro.com>
Subject: Test E-mail
Date: Thu, 22 Nov 2001 12:57:49 +0500
MIME-Version: 1.0
Content-Type: multipart/alternative;
boundary="----=_NextPart_000_0020_01C17355.49DA4420"
X-Priority: 3
X-MSMail-Priority: Normal
X-Mailer: Microsoft Outlook Express 6.00.2600.0000
X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2600.0000
Message-ID: <OE46yY0QUUBPcZi71mr00007688@hotmail.com>
X-OriginalArrivalTime: 22 Nov 2001 07:58:18.0153 (UTC) FILETIME=[724D2190:01C1732B]
This is a multi-part message in MIME format.
------=_NextPart_000_0020_01C17355.49DA4420
Content-Type: text/plain;
charset="iso-8859-1"
Content-Transfer-Encoding: quoted-printable
------=_NextPart_000_0020_01C17355.49DA4420
Content-Type: text/html;
charset="iso-8859-1"
Content-Transfer-Encoding: quoted-printable
<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN">
<HTML><HEAD>
<META http-equiv=3DContent-Type content=3D"text/html; =
charset=3Diso-8859-1">
<META content=3D"MSHTML 6.00.2600.0" name=3DGENERATOR>
<STYLE></STYLE>
</HEAD>
<BODY bgColor=3D#ffffff>
<DIV> </DIV></BODY></HTML>
------=_NextPart_000_0020_01C17355.49DA4420--
I also did a test from hotmail, and although the email took about a minute or so to come, in the same way it did to my normal email account it was quite speedy:
It has hard to show it here as I don't seem to be able to get the the MIME headers displayed on send emails, however I was getting an email returned within about 30 seconds from my account e.g.
Received: from [130.94.172.20] by hotmail.com (3.2) with ESMTP id MHotMailBDC6617400A940043212825EAC149D6A0; Thu, 22 Nov 2001 07:15:00 -0800
Received: from deskpro by cavalier.vosn.net with local (Exim 3.33 #1)id 166vZ2-0007fL-00for chrisdeskpro@hotmail.com; Thu, 22 Nov 2001 08:14:56 -0700
From deskpro@cavalier.vosn.net Thu, 22 Nov 2001 07:15:45 -0800
Message-Id: <E166vZ2-0007fL-00@cavalier.vosn.net>
X-AntiAbuse: This header was added to track abuse, please include it with any abuse report
X-AntiAbuse: Primary Hostname - cavalier.vosn.net
X-AntiAbuse: Original Domain - hotmail.com
X-AntiAbuse: Originator/Caller UID/GID - [32014 99] / [32014 99]
X-AntiAbuse: Sender Address Domain - cavalier.vosn.net
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n.b the hour difference is a time zone change in the above message
arrty 11-22-2001, 11:23 AM Originally posted by eva2000
private message me :)
I have sent you a pm please reply.
arrty 11-22-2001, 02:41 PM Chris,
I just sent a message and recieved a confirmation in a minute. It is working now. I must have done something wrong earlier.
Travis 11-23-2001, 02:02 AM In response to your original question... I've been evaluating DeskPro and am fairly impressed with it so far.
Another poster mentioned Ubersmith, which comes with something equivalent to TicketSmith if I understand correctly. I'm using TicketSmith right now, and it's great if you want a very simple ticket system with e-mail integration. But it's in no way in the same league with DeskPro.
PerlDesk doesn't have e-mail integration, which is an absolute must as far as I'm concerned. I won't require users to use a web-based interface or any kind of registration system; that creates unnecessary hassle.
I think you'll be pleased with DeskPro; I'll likely be switching QWK.Net to it soon.
arrty 11-23-2001, 02:21 AM yes e-mail integration is a must for me too and I have already placed an order for DeskPRO.
will be implementing it within a week but it could take longer because its my first time using a Ticketing Software.
catchtwo 11-23-2001, 08:21 AM INMO DeskPRO is very expensive, you can go in for eSupport, it has way lot more features and has a very simple and intuitive interface for 3 times less price than deskPRO
It has everything deskPRO has including email integration and a lot more advance features like SMS Forwarding(even though we havent tried it yet but it will be a good addition when our company starts to grow)
Our personal favourite is the ticket locking and no registration requirement, duplicate replies was one of the major problems we experienced when we forwarded copies of emails to different staff members and the registration requirement in most support softwares is just another way to loose customers, which eSupport overcomes by issuing unique id's and keys per ticket to track them through a web interface.
The only minus point is that the statistics arent detailed enough, I hope they improve that in the next version.
Travis 11-23-2001, 03:26 PM Um... DeskPro supports ticket locking and can be easily configured to not require registrations.
padders 11-23-2001, 03:50 PM thanks travis :)
i did reply to this thread but broadban went down. i saved my reply for later:
it has way lot more features and has a very simple and intuitive
If the following features you mention are aimed as the ones deskPRO dosne't have, i just want to say they do :)
SMS Forwarding(even though we havent tried it yet but it will be a good addition when our company starts to grow)
Techs can set up to have two emails for each notification they receive (based on category/priority etc). One of these could be a SMS email address no problem. I am looking at introducing true SMS sending and have all the developer docs on it but it will cost the user about $0.08 to send each SMS message and I see little advantage over an SMS enabled email which are avaliable free.
Our personal favourite is the ticket locking and no registration requirement,
You don't have to register to use deskPRO. The admin can determine if a user is required to register or not.
favourite is the ticket locking
Yes a very important feature, one that deskPRO has.
DeskPRO is not cheap I agree but is still not the most expensive. The price enables me to dedicate the necessary time to its development to keep it the best software out there as well as investing the time for support in it.
padders 11-23-2001, 03:52 PM p.s. if there are any features you want added then just suggest them. 1.1 will be out in about 10 days, with almost all the suggestions from our forums. I would be happy to include any others people have.
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