Elementool Free Web Help Desk Solution Test
Elementool is a web based help desk solution that has a basic option that's free of charge. I've checked it out for you!
Elementool Inc. has created a suite of hosted help desk applications:
- Help desk - store all the messages received from and sent to customers in a database in their account, track and view the correspondence history of each message and assign tasks to team members, generate reports and so on.
- Bug Tracking - track new bugs, prioritize and assign bugs to team members, generate bug reports, etc.
- Time Tracking - monitor projects and resource performance, define different tasks, compare estimated with actual time reports, create Gantt charts and more.
System Requirements
As Elementool is a hosted help desk solution, you only need a (modern) Internet Browser and access to the Internet.
My Impressions
I have tested Elementool's help desk solution against the following areas, where I grade them with stars, 1 thru 5 (more is better):
- Functionality: I look for useful functions rather than a lot
- Customizability: If you need to align your tool to your business, you'll probably need to customize the tool
- Ease of use: A helpdesk tool must aid, not hinder, the support process
- Speed: Any customer service rep that had to wait on a system while talking to
a customer, understands the "need for speed"
:-) - Reliability: You need a tool you can trust, with data integrity, and that works when you need to
The Score
FunctionalityElementool's basic version does not have a lot of functions. One downside in their help desk solution is the fact that you can build up all kind of reports, but the layouts can't be saved. Which is too bad, because there are little reports that can be easily accessed. Most needed functions are available though. The function where you can opt to either send or not send e-mail from issues works well. *** 3 stars.
Customizability
The basic version has some possibilities to customize the application. Certain fields can be
changed in type and caption, which is more than you see in other free help desk applications. **** 4 stars.
Ease of Use
Working in a web browser takes some getting used to. But Elementool has added an extra handicap...
One that I frown upon! I understand that a free help desk solution is only possible with some advertising,
but Elementool adds a prominent animated banner above and below the screens.
The animations draw so much attention, that it's almost impossible to work with concentration.
Too bad. (Note: the ads are not in the paid version) * 1 star.
Speed
The speed of the application is ok. This is affected however by the speed of your Internet
access **** 4 stars.
Reliability
The system worked without glitches, but as it is a hosted function, I would need more information
on what Elementool Inc. is doing for data security and integrity. For instance, I've found no
info on backups, or server clustering, or anything else on this subject.
** 2 stars.
Conclusion
Elementool has made a hosted help desk solution, which has a well thought out set of functions. However, their free "basic" version has some major drawbacks, not in the least being the big animated banners, that battle for your attention everywhere you look.** I give Elementool's hosted help desk solution 2 stars out of 5.
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