Acacia help desk tracking software

Acacia is help desk tracking software that is clearly targetted to small businesses and projects. I've put this Windows application, created by Help Desk Software Australia, to the test! The software comes with the following features:

Log calls, log helpdesk enquiries
Ticket writing and tracking
Attachments can be added to job tickets.
Helpdesk job queues
Asset Management - Record individual asset details, attach assets to jobs and requests.
Knowledge Base Management - Store and record knowledge base articles.
Email functionality - sends emails to clients and staff.
Client and Staff Administration
Reporting for management and staff.

My Impressions

I have tested Acacia help desk tracking software 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

Functionality
Acacia has just enough useful functions. I like how you can quickly select and sort tickets by Staff, category, priority, severity and so on. The e-mail function is also well thought out. What I really miss is a possibility to create your own reports. Graphics would also be nice. *** 3 stars.

Customizability
The tool has very limited customizing possibilities. You can name 10 custom fields. You can customize entries for client types and industry, priority, severity, call category, and contact type. For assets, you can set status, type manufacturer and supplier. That's it! No creating reports, no designing screens. Then again, not everybody needs this, and it makes setup extremely easy. ** 2 stars.

Ease of Use
What I really like about this help desk tracking software is its clean and inviting looks. It's extremely easy to learn, all functions are very straightforward to use. You really don't need an instruction manual to learn to use this software. Or set it up for that matter. ***** 5 stars.

Speed
The package is doing what it should be doing swiftly. However, the underlying database is Microsoft Access, which has a tendency to slow down considerably when databases grow large. **** 4 stars.

Reliability
The software installed without a glitch, and it worked without troubles whatsoever. And since the data is in a single file, it's very easy to backup. ***** 5 stars.

Conclusion

Help Desk Software Australia has created a great little help desk tracking software package for small businesses and project issue tracking. If you have only small needs in customizing your data, and the limited number of reports fits you, Acacia can be right for you. I found it to be a very friendly and enjoyable to use system.
***** I give Acacia Help Desk Software 4 stars out of 5.

http://www.helpdesksoftware.com.au/

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