Looking To Purchase - Application is Missing a VERY important module???

[nsti]

I am preparing to review this support suite over the weekend. So far I like what I see? But there is one critical module missing from the suite that would make this suite even more valuable. That being a client database. One where you can enter your client's name and manage information about them such as license numbers, tax id's, activation keys, etc.. (By the business name not the individual user name.) This module would then tie in the features of the suite, storing complete support history... KB Access, Phone calls, support tickets, etc..

Is there a plan for this sort of a module? Has anyone actually built such a module? Would I be stuck building our own? Has anyone else built such a module as an add-on?

Thank you in advance for your responses.

Jack Wilson
Northwest Software Technologies, Inc.
www.nwsoftware.com

[craigbrass]

You could do this with custom fields. You can add custom fields for registration, staff created tickets, user created tickets, staff and user created tickets, etc.

[Jamie Edwards]

Hi Jack,

As Craig said, you could make use of the custom fields system (and apply it in conjunction with either the user database or the contacts database). You can create as many grouped custom fields as you like, for a number of areas.

[richm]

Not disagreeing with Jamie or Craig

I think a key thing Jack was looking for in all of this was "By the business name not the individual user name" eSupport could desperately use this kind of integration. We have custom fields for software "keys" product license etc. and it's a pain in the **** to have have to enter/update it for each and every client who works for the same company.

Rich

[nsti]

Correct...

Most of the help desk applications attempt to manage a software license by the individual user and not the organization as in our case where we work with nonprofit and private education. The turnover in staff and volunteers is nearly 40% and so license management has to be performed by the organization name. This is actually why I built our original application 19 years ago.

Jack

Originally Posted by richm

Not disagreeing with Jamie or Criag

I think a key thing Jack was looking for in all of this was "By the business name not the individual user name" eSupport could desperately use this kind of integration. We have custom fields for software "keys" product license etc. and it's a pain in the **** to have have to enter/update it for each and every client who works for the same company.

Rich