Company web site: http://www.graniterock.com/
Solution: HarePoint HelpDesk for SharePoint
We use HarePoint HelpDesk in the IT department to track user and system issues. Typically, we use the HelpDesk to manage issues that do not require an immediate and known response. For example, we do not track normal password resets but do track unusual password issues such as when a user is experiencing continuing and frequent lockouts. About 10 tickets a day are generated per day by form and via email combined.
Notably, some of our team members create issues that are actually projects and use HarePoint to manage prioritization and work on those projects. For this use and for the regular tickets, HarePoint HelpDesk has the significant advantage of letting us use our SharePoint knowledge to further integrate it into our other SharePoint tools.
The primary justification for our purchase of HarePoint was the scope and quality of its communication capabilities. The cost was very reasonable. Our customers appreciate the fact that they always know the status of their tickets.