IT Incident Software Pricing, Features, Reviews & Comparison of Alternatives

IT Incident Software

Web-based helpdesk management solution

2.4/5 (5 reviews)

IT Incident Software overview

What is IT Incident Software?

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.

Pricing

Pricing options
One time license
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada

Supported languages

English
IT Incident Software screenshot: Dude Solutions Help Desk allows users to report costs by categoriesTechnologyEssentials: Insight by Dude SolutionsIT Incident Software screenshot: Dude Solutions Help Desk delivers simple dashboard view to all managed devicesIT Incident Software screenshot: Dude Solutions Help Desk enables scheduling reports to be automatically sent to usersIT Incident Software screenshot: Dude Solutions Help Desk enables the tracking of workstation inventoryIT Incident Software screenshot: Dude Solutions Help Desk offers a consolidated workstation dashboardIT Incident Software screenshot: Dude Solutions Help Desk's MDM is fully integrated with the iTunes App StoreEnhancing Security with TechnologyEssentials

IT Incident Software reviews

Value for money
Features
Ease of use
Customer support
  2.5
  2.0
  2.6
  3.3
larry smith

Inventory Must

Used daily for 1-2 years
Reviewed 2019-09-10
Review Source: Capterra

Helps us manage and maintain better analysis of all applications.

Pros
Allows us to inventory and track software applications. Reports are easier to generate for budgeting.

Cons
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.

Response from Dude Solutions


Thank you for leaving a review! We appreciate your kind words and are happy to hear Help Desk makes your workday run that much smoother.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Anonymous

Not a fan at all

Used daily for 6-12 months
Reviewed 2019-05-07
Review Source: Capterra

Awful, just awful I doubt this software will survive much longer at our school

Pros
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.

Cons
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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 3/10

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Anonymous

Dude Solutions

Used daily for 1-2 years
Reviewed 2018-12-13
Review Source: Capterra

My overall experience using Dude Solutions have been subpar. If things loaded infinitely quicker, this would be an effective resource.

Pros
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.

Cons
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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 3/10

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Matt Colwell

fails to keep up with the times

Used daily for 2+ years
Reviewed 2018-09-17
Review Source: Capterra

Pros
The price. We bundle the IT ticket system with other "Dude" products, so it was pretty inexpensive.

Cons
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.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 1/10

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Anonymous

The Dude Does Not Deliver

Used monthly for 6-12 months
Reviewed 2018-12-26
Review Source: Capterra

Pros
This was a low cost solution for help desk. We chose it for the simple interface and low cost.

Cons
There isn't much customization available and customer support was slow to react to requested changes.

Rating breakdown

Value for money
Ease of use
Features

Likelihood to recommend: 3/10

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IT Incident Software pricing

Pricing options
One time license
Subscription
Free trial
View Pricing Plans

Contact Dude Solutions for pricing information or a quote.

IT Incident Software features

Activity Dashboard
Automatic Notifications
Customizable Reporting
Inventory Tracking
Workflow Management

API (665 other apps)
Activity Tracking (326 other apps)
Audit Trail (316 other apps)
Auditing (359 other apps)
Billing & Invoicing (299 other apps)
Compliance Management (382 other apps)
Data Import/Export (386 other apps)
Document Management (313 other apps)
Document Storage (308 other apps)
Inventory Management (422 other apps)
Monitoring (297 other apps)
Real Time Data (339 other apps)
Real Time Reporting (296 other apps)
Reporting & Statistics (521 other apps)
Third Party Integration (426 other apps)

Videos and tutorials

Additional information for IT Incident Software

Key features of IT Incident Software

  • Mobile device management
  • Computerized maintenance management system (CMMS)
  • Automatically routes and assigns incidents
  • Automate communications and feedback
  • Generates time-based request reminders
  • Customizable, detailed reports and graphs
  • IT help desk management solution
  • Service history tracking
  • Incident management module
  • Asset inventory management
  • IT asset tracking
  • Tracks staff labor costs and work completion
  • Enables requesters to submit requests online
  • Create & assign recurring tasks
  • Automate workflows
  • Interactive dashboard for reporting
  • Automatically email scheduling reports
  • Self-help knowledge database
  • Notifies technicians of new incidents via email
  • Reports costs by category
View All Features

Benefits

• 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.