Knova KM is a full-featured knowledge management software solution for large customer service and support organizations, especially those that must handle complex queries across channels in industries such as high tech, telecommunications, financial services, and the IT help desk.
It is supported by Avolin headquartered in Austin, the company created from the sale of Aptean Vertical Business Applications to ESW Capital in 2018.
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osTicket
Score 7.7 out of 10
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osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.
We expereienced an upgrade by Aptean in March 2014 and it actually created issues with our interfaces to Word and well as performance issues. As of November, we have most of the performance issues resolved, however our interface with Word is still not working. It takes alot of upfront work to convert with Word and with the upgrade that was affected. Authors are still frustrated with many issues in the formatting and editing of existing data. A vital tool to update the product home pages has not been available except for sporadic late night periods since the upgrade in March. Overall, many authors are not happy with this knowledge management tool
For beginning smaller companies that are in need of partially automating their incoming requests this product is easy to set up and will assist in structuring these request[s]. These requests can come in via email/phone or web portal. For companies that are beginning to streamline their support procedures, this tool can be a first step into automating part of these processes. This is also how user[s] should see it. It is merely a tool that can assist in structuring the incoming request flow the rest still has to be fit into business processes.
Aptean offers simple access to Knowledge Management for our Clients, Customer Support teams as well as internal support teams. Allows our knowledge management team the ability to provide consistent and up-to-date processes and troubleshooting tips for our associates as well as ADP Clients.
Aptean provides an easy to use user interface with tools for authors that mimic Microsoft Word (Cut, Paste, Spell Check, Bullets, Indentation etc). It also provides an easy to user user interface for our associates in accessing the Knowledge Management solutions. The Search tool is very powerful and allows the users quick access to the information they need!
In the more than 3 years that we have been using Consona/Aptean, we have had very little down time. This is important to our authors as well as end users in being able to access the information. Allowing the authors the ability to update the information in near real time is another key feature of keeping our information current.
osTicket is extremely user friendly for end users and support agents. It's very easy for new end users to put in a service request. This aspect of simplicity is important because we don't have to train new users on how to put in service requests.
Feature wise osTicket has everything you need without being overly complicated or cluttered. This is important for us because it allows for faster support times and happier end users.
Lightweight and very reliable, osTicket uses PHP and MySQL. Setup is easy and it can be hosted internally or externally web hosed. Also, since it relies on PHP it gives you flexibility to use Apache, Nginx , Lighttpd , IIS, etc.
Thriving community: the community behind osTicket is feature-wise. Which is very helpful if you have any questions.
Best of all, osTicket is completely free and open source. While they do offer pair tier cloud-hosting and enterprise support. The free version offers all the features of the paid tiers (minus hosing and support).
We have experienced some slowness with importing pictures into our Aptean application. While they do eventually complete, it is very timeconsuming when several images are needed. Definitely tries our patience, or consider not including them at all!
Some of the formatting issues transfering our information from Word to Aptean are still challenging and require too much manual intervention than necessary.
Many business units are using the Aptean product for knowledge management and a change now would be too crucial to the processes that the associates are becoming familiar with using. We have spent a lot of time promoting our Aptean Knowledge Management tool and interfaced it with our call tracking system.
I am familiar with osTicket and this allow me to teach all the staff and support them whenever they have any concern regarding the usability and following processes.
osTicket has proven to be a very useful tool for the team to help support the business. Open-source was the right price point and self-hosting as mentioned was quite important (however I believe that osTicket does have a hosting solution available if needed). Jitbit was a close contender but didn't like how it doesn't separate people submitting tickets from users acting as agents. So all in quite happy with the choice.
Increased Employee Effciency adding ability to look up processes and troubleshooting tips is invaluable.
Ability to share information with our Client Facing interface, which results in better customer service. Encouraging ADP associates and clients to become more self sufficient is what we're all about!
Ability to keep the information current with the effciency of the product.
When we had a hosted version of osTicket, we were saving some time by having them work on our setup, but we were spending a lot. Switching to our own osTicket build from their open sourcing not only saved us money upfront but we actually spent LESS time developing because we knew our ideas and didn't have to explain them to another (unrelated) party.
Creating our own ticketing infrastructure for institutional data requests has been a game changer for us. We have been able to interface with our enterprise email client and create a level of customization that meets our existing informational technology culture.
