CounterSoft

Gemini

4.5 / 5 4 reviews

Who Uses This Software?

Gemini is used by small, medium and large organizations. If you need to bridge the gap between Customers, IT and the rest of the business, Gemini is the tool for you.


Average Ratings

4 Reviews
  • 4.5 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Free Version
    Yes
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours

Vendor Details

  • CounterSoft
  • www.countersoft.com
  • Founded 2003
  • United Kingdom

About Gemini

A leading, .NET based helpdesk ticketing and issue tracking system. Easy to install and maintain, and comes with RESTful API, Apps Framework for easy extension, and Open Source components. Gemini takes care of your help desk operation from ticket creation, through triage and all the way to resolution. Incorporating user-defined Rules and Actions, SLA and integrated with Microsoft Exchange, Office 365, and all other email providers.


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Gemini Features

  • Backlog Management
  • Filtering
  • Issue Tracking
  • Release Management
  • Task Management
  • Ticket Management
  • Workflow Management
  • Alerts / Escalation
  • Automated Routing
  • Community Forums
  • Contract / SLA Management
  • Incident Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Self Service Portal
  • Surveys & Feedback
  • Ticket Management
  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Knowledge Base
  • Recurring Issues
  • Scheduling
  • Task Management
  • Budget Management
  • Issue Management
  • IT Project Management
  • Milestone Tracking
  • Percent-Complete Tracking
  • Portfolio Management
  • Project Planning
  • Requirements Management
  • Resource Management
  • Status Tracking
  • Task Management
  • Time & Expense Tracking
  • Collaboration
  • Gantt Charts
  • Percent-Complete Tracking
  • Progress Tracking
  • Recurring Tasks
  • Task Planning
  • Task Scheduling
  • Task Tracking
  • Time Tracking

Gemini Reviews

Good Product - Poor Documentation

Oct 03, 2015
4/5
Overall
1 / 5
Ease of Use
5 / 5
Customer Support

Comments: I've been using this software for the past four years. It's great for general purpose issue and project tracking. Once set up, it's fairly easy for any end user to get the hang of it.

However, it's biggest flaw is the documentation, which is so watered down that it is worthless. They do have a few videos about how to setup, but again, these do not provide the depth or detail needed to understand it. It's this flaw that makes setup and configuration very difficult, even when you become familiar with the product. The setup of users, groups, permissions and the relationship to projects is circular and confusing. The email notification setup is just as weird. The setup is not intuitive at all. Expect to take lots of notes and write your own administrative guide as you learn how to configure it - this is what I have done. As the application administrator, you can expect to send dozens of support emails to countersoft with questions about simple things that should have been covered in the documentation. Luckily they respond within a few hours.

This would be a five star product, if the documentation was fleshed out and complete.

Top class software

Feb 09, 2015
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: I used this product when working for a customer, who ran their helpdesk and software development in it. Easiest tool of its kind I have ever used with a super cool UI.

Runs on .NET & Doesn't Suck!

Feb 04, 2015
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Finally a decent enterprise grade issue tracker that you can run on-premise on Windows Server.

Solved our problems!

Nov 21, 2014
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: We have struggled with our issue tracking before moving to Gemini. Now we have full visibility of the tasks and bugs we have and it also solved our help desk problems. Now everything is in Gemini so we don't miss any customer problem.