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.
Helps us manage and maintain better analysis of all applications.
Allows us to inventory and track software applications. Reports are easier to generate for budgeting.
It took a little while to get used to the software, but know its a breeze t operate. Just like any new application there was a small adjustment period, but no major issues.
My overall experience using Dude Solutions have been subpar. If things loaded infinitely quicker, this would be an effective resource.
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.
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.
Awful, just awful I doubt this software will survive much longer at our school
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.
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.
The price. We bundle the IT ticket system with other "Dude" products, so it was pretty inexpensive.
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.
This was a low cost solution for help desk. We chose it for the simple interface and low cost.
There isn't much customization available and customer support was slow to react to requested changes.
Contact Dude Solutions for pricing information or a quote.
• 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.
Below are some frequently asked questions for IT Incident Software.
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.
IT Incident Software offers the following features:
IT Incident Software has the following typical customers:
Mid Size Business, Small Business
IT Incident Software supports the following languages:
IT Incident Software has the following pricing plans:
One Time License, Subscription
We do not have any information about what devices IT Incident Software supports
IT Incident Software integrates with the following applications:
Asset Essentials, FacilityDude GIS
IT Incident Software offers the following support options:
Forum, Knowledge Base, Online Support, Phone Support