Support Incident Tracker Review - why 3 stars?

Shlomi Lavi / updated: Sep 16, 2022

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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.

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Who is it best for?

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.

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 is the actual cost?

The cost of license starts at $25 per license. ITQlick pricing score is 6.8 out of 10 (10 is most expensive). Access ITQlick pricing guide for Support Incident Tracker. You can also find here pricing information from Support Incident Tracker's website.

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

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
• The customer support of Support Incident Tracker doesn’t offer any phone or email support
• The help desk software requires a web server, PHP and MySQL to run
• The help desk solution doesn’t offer any self-service portal like place for customers

How it stacks up?

Access a head to head analysis of Support Incident Tracker vs alternative software solutions.

Frequently Asked Questions (FAQs)