What do you like best?
A lightweight system that is able to get tickets out of SQL and is also malleable enough to bend to our ever-changing needs, HEAT has been the core of IT here at my company for many years, and I as its Administrator, It's so versatible I learn things about it more and more each day!
What do you dislike?
When a network connection goes down, it completely shuts down the program, because the client is so thin. This is difficult for me, because my PC goes to sleep after 15 minutes and shuts down the connections, why must HEAT quit?
Recommendations to others considering the product
Different from others, this program is so modular it's difficult to see what it really CAN'T do rather than what it can, try it yourself and see, it's worth it!
What business problems are you solving with the product? What benefits have you realized?
Users are well informed, there are surveys that are given out, and the technicians are happy they know what tickets they are responsible for, it's really a great system!