We had a requirement to look at a customer ticket management software. As it goes by saying, SC+ was my choice, as i have been using SD+ for years. I have evaluated this and submitted my findings to my manager. He is the one who has to approve of this. However, i have few concerns / ideas / bugs .. whatever you may term it as. ( It did add a bit of disappointment to me,, when these were not present ).

1. The CSI ( Category - SubCategory - Item ) from a Business Unit should be regarded as Topics - SubTopic1 - SubTopic2 in Knowledgebase.

2. Though there is an option to move a KB Topic across business units, i dont see an option to move either the KB articles or Requests.

3. Our copyright information is so big that i have to scroll atleast 10 times to the right to edit any request parameter. I was believing that there should be a 'wrap to window' option, as in Notepad or Wordpad

4. Editing any request parameter shows the request in bold faced letters in the list view. A response from the customer also makes it bold faced. Either of these could be italicised to make it more presentable and easier to identify pending requests

5. Account / contact view always defaults to Recently Added. I was assuming it to default to All Contacts / Accounts.

6. A color based distinction to identify accounts with contracts expired /active. Similarly for Registered contacts, contacts without account, Unapproved contacts and so on.

7. A summary view of "My tickets" across business units.

8. I was not able to identify how all my 6 business units had the same Support Reps and i did had a hard time to delete them one by one from every business unit. I was assuming that there would be a multiple-select-delete option.

9. A private announcement to all Support Reps could be flashing through in the top bar, next to the area where the Business Unit name is shown.

10. Since the page view is restricted to 100, there is no way i can edit all requests at one go. It is a pain to repeat the same update procedure for multiple pages.

11. An option to know if the request had an attachment in the list view. In most cases, the subject speaks the request and there are attachments to the request, which i have to click twice to look into it.

12. It would be good if the reply opens within the Request page, just as in Gmail.

I could just think of these points. One point which i like the most is the Reports. It is good and exhaustive.

Aris