Support Incident Tracker Review - why 3 stars?

Support Incident Tracker Review
ITQlick Score: 80/100
ITQlick Rating: (3/5)
Pricing: 6.8/10 - high cost
Category: Help Desk -> Support Incident Tracker
Ranking:Ranked 48 out of 208 Help Desk systems
Company: The Support Incident Tracker
Pricing: starts at $25 per license
Typical customers: Medium and large size businesses
Platforms: Desktop
Links: Support Incident Tracker pricing, Support Incident Tracker alternatives
Shlomi LaviShlomi Lavi / updated: Aug 31, 2021

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What is Support Incident Tracker?

Support Incident Tracker, also known as SiT!, is an open source help desk software that can help users to track technical support emails and calls efficiently. The software is based on PHP and MySQL and can help users to manage technical support contracts, contacts and sites.

The developers of Sit! has been providing call tracking and help desk solution since 2000. SiT! is popular among IT user support managers and departments because of its open source help desk solution. Their software is available in more than 5 languages and uses MySQL and PHP for their solution.

What is Support Incident Tracker rating? ()

The rating of Support Incident Tracker is 3 stars out of 5 and the total score is 80 out of 100. The ratings are based on our unbiased experts. Learn more in our rating methodology page

Who are Support Incident Tracker's typical customers?

Support Incident Tracker is perfect for companies of all sizes. Industries providing tech, healthcare, telecom, real-estate or in-house support team can use this software to manage support incidents and technical support contracts. Eaton Corporation is a client of Support Incident Tracker.

Is Support Incident Tracker the best Help Desk?

Support Incident Tracker is ranked 48 out of 208 software in their category (Help Desk systems).

What are their main features and functionalities?

Support Incident Tracker comes with incident sharing, incident assigning, SLAs, knowledge base, customer address database, tasks list and dashboard features. The software is web-based and can be easily installed and used. Incidents can be shared between team and engineers, can be sent to engineers directly instead of picking up to ensure that no incident is being ignored and can be assigned with high, low and medium priority depending on the issue.

It is easy to manage incidents as users can receive and send emails within incidents. Users can keep log of engineer actions and customer communication with each incident to make sure all the incidents are being handled properly. Customers can also try to find solutions of problems by themselves using the knowledge base. Other notable features of Support Incident Tracker are: multiple language support, reporting, customizable email templates, fast search facility and engineer/user profiles.

What are Support Incident Tracker's pros? (5 Pros)

  • Support Incident Tracker is web-based, user-friendly and is really easy to install
  • Support Incident Tracker comes with eDirectory, open LDAP and Active Directory support
  • The customer support of Support Incident Tracker offers a forum where users can help and discuss about SiT!
  • The help desk software is available in more than 19 languages for users
  • The help desk solution can help users to track both inbound and outbound emails

What are Support Incident Tracker's cons? (2 cons)

  • Support Incident Tracker doesn’t offer any mobile dedicated app for iOS and Android users
  • Support Incident Tracker doesn’t offer social service features like other similar tools

Who are their main alternatives?

Hot Help Desk and Zendesk are the competitors of Support Incident Tracker. Hot Help Desk also offers a free edition for users like Support Incident Tracker and comes with customer portal, complete ticket history, automatic ticket assigning, email alerts, report builder and administration console features. However, the free version offers limited space disk and ticket management support.

Zendesk is another popular help desk solution with Salesforce integration support, Google Analytics integration support, portal language options, multiple channel support and knowledge base features. However, the their live chat support system is down most of the time.

What is the cost of Support Incident Tracker?

The cost of license starts at $25 per license. On top of the total cost of licenses which is easy to calculate - what is the REAL total cost of implementation? You need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 6.8 out of 10 (10 is most expensive). Find here the REAL total cost breakdown for Support Incident Tracker

What should you ask The Support Incident Tracker during a demo session? (65 questions)

Schedule a demo with Support Incident Tracker and access 65 must ask questions for the vendor while watching Support Incident Tracker in action. Visit the vendor's website here.

List of categories

Help Desk

List of features

Email Integration
Incident / Request Management
Multi-Site Support
Service Level Agreements
Support Ticket Tracking

Support Incident Tracker Vs. Alternatives

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Author

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.