Alcea Tracking Solutions

Alcea HelpDesk

5 / 5 3 reviews

Who Uses This Software?

Alcea HelpDesk is Ideal for companies who have a requirement to track reported items, both internal and external, and helps improve customer service as well as increasing the performance of your internal support team. This affordable solution is perfect for the small to medium enterprise.


Average Ratings

3 Reviews
  • 5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $20.00/month/user
  • Pricing Details
    Site Licences are also available. Contact us for more info.
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • Alcea Tracking Solutions
  • alceatech.com/
  • Founded 1997
  • Canada

About Alcea HelpDesk

Alcea HelpDesk is part of a complete tracking system that will give companies a competitive advantage. It isn't just a Help Desk tool, it is an all in one tracking platform to give your organization the ability to provide faster response times, increase productivity, and ensure that reported issues are being handled. Using Alcea's powerful workflow rules to flag incidents that fall below performance standards, Alcea HelpDesk ensures that emergency notifications cause the item to be escalated.


Alcea HelpDesk Features

  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking

Alcea HelpDesk Reviews Recently Reviewed!


Capterra-loader

FIT is a good name for the tool as it truly "FITs" into every need you may have for a ticket system.

Jan 29, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Extremely
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Pros: By far what I like most about FIT is the company that makes the software. Without exception they are all professional, experts in their field, extremely responsiveness and easy to do business with. They feel like an extension of your company. The tool itself is basic and that is what works so well. You can add to it using user defined fields, and workflows that truly enable you to build the experience you want in your particular organization or department. We implemented 5 different versions all doing something different to meet specific department requirements. All worked as we would have hoped and then some.

Cons: The "pro" of easily adding fields and workflows to this software is also its con. You need to have strict governance or you get out of control really quickly. My team loved that they were not forced to have a "customer" already existing before entering a ticket. However, that removed the possibility of having customer "360". If you don't need that and only want a quick and easy to use ticket system, then that would not be a problem for you. I am also sure that Alcea could figure out a way of helping a company set something like this up if required.

Overall: Easy to set up and maintain. A price effective solution.

Vendor Response

by Alcea Tracking Solutions on January 30, 2018

Thank you Lisa for those very kind words. We strive to provide excellent service along with an easy to use solution.

Task Management, Project Management, Knowledge Base. Post ERP data via SOAP. Anon Email Retrieval

Jan 26, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Setup, implementation and customization was straightforward. Super flexible, can accommodate any of our workflows. Dashboards and reports were easy to do. I have no current users on mobile devices, but the mobile app could be interesting for others. We used anonymous email retrieval to add email capability.

Support was great. Tough questions were always answered quickly by a developer.

Cons: It can be a bit verbose.

As with any customizable solution careful thought is needed in the design phase

Overall: A solution that fit the needs of our team

Vendor Response

by Alcea Tracking Solutions on January 29, 2018

Thank you Justin! It is always great to hear how the FIT solution made doing business a little easier.

Easy to use and stay on top of tasks

Nov 01, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: This software, once you get used to it and know your way round it, is great to use. It has been a huge benefit to our company with keeping our support desk up to date and organised. Fit Support have been excellent and very quick to respond to requests - very impressed.

Cons: Getting to know the system in the beginning. Even though there is a User Guide, I wasn't always able to find what I was looking for in the manual. This became easier once I knew my way round the system.

Vendor Response

by Alcea Tracking Solutions on November 03, 2017

Thank you for your review Haylie. We always appreciate when our customers sing our praises.