Elementool Pro help desk web based software test
Elementool is a hosted help desk web based solution. I've checked out the Pro version for you! Alongside the free Basic version (stores 200 issues, see Elementool basic test results) Elementool offers Advanced and Pro schemes. Elementool Advanced sets you back $39,95 p/month and stores 2000 issues. If you need to save attachments, an issue history trail, or need to store unlimited issues, go with Pro for $59,95 p/month.
Elementool Inc. has created a suite of hosted help desk web based 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 web based solution, you only need a (modern) Internet Browser and access to the Internet.
My Impressions
I have tested Elementool's help desk web based 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
FunctionalityElementool's Pro version has a fitting set of functions. Everything you need for running a service desk is here. I really loved the quick report function, which works very easy. Plus, you can save the settings of a quick report so it can be selected when you return here. A quick, quick report so to speak :-). What I did miss is a possibility to show data graphically. Too bad... Elementool has graphics capabilities, as graphs can be shown on the "Welcome" screen to quickly convey "the state of support" but that hasn't extended into the report function. Elementool can export to Excel where you can create graphs of the data. A great little function is the spelling checker when entering issues. You can check in three languages (English, French and German), so there is no need that ugly spelling errors make their way to your customers through the automated e-mail function. Note: you can easily opt to either send or not send e-mail from issues, this works well. **** 4 stars.
Customizability
In Elementool Pro, for all fields you can edit the caption, set a default value, determine if a field is required and field size. You can also set the permission of a field for every user type. For example, you can make a field "read-only" for support personnel, and "Full access" for the team leader. Very powerful, yet easy to set up. Adding fields is a breeze, here you can also select field type. ***** 5 stars.
Ease of Use
I've been very impressed with how easy Elementool is to learn. Strategically placed you can find hyperlinks to explain the more "complex" functions (although no Elementool functions are really very complex). ***** 5 stars.
Speed
The Elementool help desk web based application is doing it's work quickly and easily. ***** 5 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. I'm giving them the benefit of the doubt here, viewing their customer list which has very reputable companies on it. **** 4 stars.
Conclusion
Elementool has made a hosted help desk solution, which has a well thought out set of functions. I really enjoyed working with it. If you're looking for an easy to use and affordable hosted web help desk solution, I can recommend Elementool Pro.***** I give Elementool's help desk web based solution 5 stars out of 5.
