IT Incident Software

IT Incident Software

Web-based helpdesk management solution

1.8/5 (4 reviews)

IT Incident Software Overview

Dude Solutions Help Desk is one of the modules of Dude Solutions's Technology suite and it deals with helpdesk management. The cloud-based solution enables organizations to simplify their help-desk workflow right from the time a service request is submitted, until its resolution. The software allows users to automate workflows, track IT assets, and generate in-depth reporting for managing the IT inventory of an enterprise. The product primarily caters to the needs of small and mid-sized organizations.

The software enables users to enhance productivity by offering features such as automatically routing & assigning requests to the right staff member, notifying the service engineer of a new service request, and generating time-based reminders & escalating incidents that haven’t been resolved in a given time-frame. The product also integrates with the insights module of the suite to import and track IT inventory status. Dude Solutions Help Desk helps to improve organizational budgets by offering features such as reporting costs by category, tracking labor costs to support budgeting & planning decisions, and offering asset inventory management to track history associated with the assets reported in the service request. The software also allows users to submit incident requests through an online web portal and receive email updates on the status of their requests and generate detailed reports & graphs that can be customized.

Dude Solutions Help Desk optimizes helpdesk management by reducing the total cost of ownership by up to 60% and saving approximately 30 minutes of an executive’s time per service incident. The product also automates communication and feedback with the submitter of the service incident to improve customer services.

Pricing

Starting from
N/A
Pricing options
Free Trial
One Time License
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Canada, United States

Supported Languages

English

IT Incident Software Reviews

Overall rating
1.8/5
0% positive reviews
0
Excellent
0
Very good
1
Average
1
Poor
2
Terrible

Dude Solutions

Used Daily for 1+ year
Reviewed on 2018/12/13
Review Source: Capterra

My overall experience using Dude Solutions have been subpar. If things loaded infinitely quicker, this would be an effective resource.

Pros

What I like most about Dude Solutions in using SchoolDude is how I can manage my ticket count. I can customize what's in my queue to see what should be move to the top of my to do list. I like that you can also comment and transfer tickets to different people within your department and they have the ability to see what comments have been entered.

Cons

What I like least about the about the software is how slow things take to load. It would not be an exaggeration when saying it takes 3-4 minutes to pull a ticket up, then another 3-4 minutes for a tab to load if its been selected, (lets say the notes tab to enter new notes in the ticket) then another 5 minutes for the ticket to update with the new notes and finally another several minutes to change the ticket from open to close to remove it from your queue.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

3.0/10

Not a fan at all

Used Daily for 6-12 months
Reviewed on 2019/05/07
Review Source: Capterra

Awful, just awful I doubt this software will survive much longer at our school

Pros

This software was an attempt to replace our existing ticketing system. Roll out has been a nightmare. The system is buggy and loaded with glitches. Constantly having to call support or email support. The system is just over kill for what we need, even with all its features it cant do much of what we needed it to do. Its very slow when using it via smart phone and it's driving our techs crazy.

Cons

Where do I start? Nothing seems to work right, too many processes to get anything done, running reports to get information out seems impossible, little to no tech support, they keep referring me to help pages that do not answer my question. We've had nothing but trouble since the roll out.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

3.0/10
Matt C.

fails to keep up with the times

Used Daily for 2+ years
Reviewed on 2018/09/17
Review Source: Capterra

Pros

The price. We bundle the IT ticket system with other "Dude" products, so it was pretty inexpensive.

Cons

You get what you pay for. Mobile interface is horrible. Password system for end users is ridiculous. No email / AD integration. Software has been almost the same for over 10 years with no improvements. Seriously, the last thing we need is the end user calling support for support on the IT Ticket system.

Rating breakdown

Ease of Use

Likelihood to recommend

1.0/10

The Dude Does Not Deliver

Used Monthly for 6-12 months
Reviewed on 2018/12/26
Review Source: Capterra

Pros

This was a low cost solution for help desk. We chose it for the simple interface and low cost.

Cons

There isn't much customization available and customer support was slow to react to requested changes.

Rating breakdown

Value for Money
Ease of Use

Likelihood to recommend

3.0/10

IT Incident Software Pricing

Starting from
N/A
Pricing options
Free Trial
One Time License
Subscription
Value for money

Contact Dude Solutions for pricing information or a quote.

IT Incident Software Features

  • Activity Dashboard
  • Automatic Notifications
  • Customizable Reporting
  • Inventory Tracking
  • Workflow Management

  • API
  • Activity Tracking
  • Audit Trail
  • Auditing
  • Compliance Management
  • Custom Fields
  • Data Import/Export
  • Document Storage
  • Inventory Management
  • Invoice Management
  • Monitoring
  • Real Time Data
  • Real Time Reporting
  • Reporting & Statistics
  • Third Party Integration

Additional information for IT Incident Software

Key features of IT Incident Software

  • Asset inventory management
  • Automate communications and feedback
  • Automate workflows
  • Automatically email scheduling reports
  • Automatically routes and assigns incidents
  • Computerized maintenance management system (CMMS)
  • Create & assign recurring tasks
  • Customizable, detailed reports and graphs
  • Enables requesters to submit requests online
  • Generates time-based request reminders
  • IT asset tracking
  • IT help desk management solution
  • Incident management module
  • Interactive dashboard for reporting
  • Mobile device management
  • Notifies technicians of new incidents via email
  • Reports costs by category
  • Self-help knowledge database
  • Service history tracking
  • Tracks staff labor costs and work completion

Benefits

• TechnologyEssentials - an IT asset management suite - acts as a centralized repository for all IT assets of an enterprise.

• The IT incident software module of the solution enables enterprises to streamline the entire help desk process, right from the time a support request is placed till its resolution.

• The product automates help desk workflow by automatically routing and assigning a service request to the right staff member.

• IT incident software also allows users to place their service requests online through a request submission portal, and receive email updates on the status of their requests.

• The product offers a self-help knowledgebase and troubleshooting questionnaires that enable users to solve most of their issues, eventually reducing the total incident requests.

IT Incident Software FAQs

Below are some frequently asked questions for IT Incident Software.

Q. What type of pricing plans does IT Incident Software offer?

IT Incident Software offers the following pricing plans:

Pricing model: One Time License, Subscription

Free Trial: Available

Contact Dude Solutions for pricing information or a quote.

Q. What are the main features of IT Incident Software?

IT Incident Software offers the following features:

  • Asset inventory management
  • Automate communications and feedback
  • Automate workflows
  • Automatically email scheduling reports
  • Automatically routes and assigns incidents
  • Computerized maintenance management system (CMMS)
  • Create & assign recurring tasks
  • Customizable, detailed reports and graphs
  • Enables requesters to submit requests online
  • Generates time-based request reminders
  • IT asset tracking
  • IT help desk management solution
  • Incident management module
  • Interactive dashboard for reporting
  • Mobile device management
  • Notifies technicians of new incidents via email
  • Reports costs by category
  • Self-help knowledge database
  • Service history tracking
  • Tracks staff labor costs and work completion

Q. Who are the typical users of IT Incident Software?

IT Incident Software has the following typical customers:

Mid Size Business, Small Business

Q. What languages does IT Incident Software support?

IT Incident Software supports the following languages:

English

Q. What type of pricing plans does IT Incident Software offer?

IT Incident Software has the following pricing plans:

One Time License, Subscription

Q. Does IT Incident Software support mobile devices?

We do not have any information about what devices IT Incident Software supports

Q. What other apps does IT Incident Software integrate with?

IT Incident Software integrates with the following applications:

Asset Essentials, FacilityDude GIS

Q. What level of support does IT Incident Software offer?

IT Incident Software offers the following support options:

Forum, Knowledge Base, Online Support, Phone Support