What is the best all-in-one solution for a company issue-tracking, Wiki, and CRM utility?
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M$4 Answers
http://www.kayako.com/
It also has Wiki and CRM functionality.
I've used this personally for a few years, have installed it for a few companies and know that it is very widely used. The only part of the package that doesn't usually fit into my workflow is the CRM functionality. However, Salesforce (the leading CRM provider) ties in very nicely with it.
I am an I.T. pro and have a fair bit of experience setting up and using this software. In the past, I have deeply compared and evaluated all issue-tracking options and short of developing one in house, this is the best solution.
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M$
Autotask.net for CRM + issue tracking, projects, billing, timesheets, they also have additional products that cover other segments. This is an ASP, we pay a monthly per user fee, but as far as I can tell it is priceless.
Confluence, by Atlassian. This is not what I wanted, I wanted MediaWiki but boss man decided that the wiki platform used by the most powerful wiki in the world, Wikipedia, is not good enough for us. So we ended up paying for Confluence. Confluence does the job, sure, but so does MediaWiki, and MediaWiki is free.
As you can tell, I am not a fan of Confluence, but that doesn't mean it is crap. It is a good product, I just can't see the value of using it for a small shop like ours, when MediaWiki would had been more than adequate.
As for Autotask.net, I love it. I am hoping we can sign up to more of their proucts so we can ditch the old stuff we use.
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M$After playing around for a few weeks with both SugarCRM and vTiger (both available as free, open source PHP based web apps) I decided to go with Highrise from 37 Signals.
It's not free and the developers have a tendency to be a little bit rigid when it comes to adding new features, but for our purposes it works. It's simple, intuitive, and costs significantly less than any other commercial CRM package. The most expensive option is $150 a month for an unlimited number of users. I'll be going with the $100 plan that gives us up to 40 users.
It handles all basic CRM functions, it has a case tracking function, and has a decent API that you can access to add additional functionality. I am coding up a few customized apps for my company this week before we make it available to our sales department.
Highrise does lack the Wiki but you can store documents that are accessible company-wide.
On the free side, check out vTiger. It's a bit of a bloated code monster but it's free and has an extensive feature set that also includes plug-ins for Microsoft Outlook applications. Because it's open source you can completely modify the code.
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M$But for issue tracking, BugZilla is the absolute best way to go. Most information service companies that I have worked with use this. For more, you can get: http://www.bugzilla.org/
For CRM, there are quite a few. Based on just popularity on searches, check out SugarCRM here: http://www.sugarforge.org/
But in terms of full out integration, you will have to go through and program that in house - a benefit of open source. However, if you do not have an in-house development team for this purpose, you will have to go through a proprietary solution.
Any kind of all in one solution will probably need to go through Oracle or SAP @ www.oracle.com or www.sap.com.
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