Where QuerySolv stops
These are the things QuerySolv does not do. We would rather you read them here than find them after you have bought.
- A help desk, not an ITSM platform: no asset inventory, CMDB, change management or telephony.
- The server side is Windows only, and there is no mobile app.
- Priorities, statuses and the rating scale are fixed, and tickets are never deleted.
- The SLA clock does not pause on hold, and changes to agreements and permissions need a service restart.
The big onesThings that are fixedThings to plan aroundWho should buy something else
The big ones
It is a help desk, not an ITSM platform
There is no asset inventory, CMDB, change or problem management, project tracking or telephony. If you need those, you want an ITSM suite.
The server side is Windows only
Requesters use any browser and agents any current one, but the service and the control panel are native Windows programs.
No mobile app and no app marketplace
The agent workspace is a responsive web application. You extend the product with webhooks and the REST API.
Things that are fixed
Priorities and statuses
Five priorities and ten statuses ship with the product. They cannot be added to or renamed from any screen.
The rating scale
Satisfaction is always scored from 1 to 10, with the built-in question.
Tickets are never deleted
Nobody can remove one. Disabled departments, agents and agreements are kept for history rather than removed.
The database backend
There is no migration tool between SQLite, MySQL/MariaDB and SQL Server. Choose before you take real tickets.
Things to plan around
The SLA clock does not pause on hold
On Hold and Awaiting Reply do not stop it. Only non-working hours and holidays are excluded, so design your agreements with that in mind.
Some changes need a service restart
Changes to SLA agreements and to permissions take effect after the service is restarted.
Crash reports are sent to us
After an abnormal exit, the service sends a diagnostic report to QuerySolv the next time it starts. The security page says what is in it.
There is no log of past breaches
The Breached filter shows open tickets that are past a deadline now. Earlier breaches are on each ticket, in the assignee's e-mail, in the reports, and in a webhook or the API event feed.
There is no “ticket closed” e-mail
The rating request rides on the agent's resolving reply. A ticket closed by changing its status alone tells the requester nothing.
The ticket list is one list
It is not paged, it is ordered by last update, and its columns do not sort.
Live chat needs JavaScript
It is the one requester feature that does, and the widget can be placed on another site only in a frame.
Merges cannot be undone
And only tickets from the same requester can be merged.
No self-service password reset for agents
An administrator sets a new password in the control panel. Keep two administrator accounts.
A few settings are file-only
The chat bot, the arithmetic question on the public form and the trusted-proxy declaration are set by editing the configuration file with the service stopped.
The trial has a hard stop
After 30 days without a key, the service refuses to serve until a key is installed.
Hosted AI sees the ticket
A hook that calls a hosted AI provider sends the ticket history to that provider. Use the local-command hook to keep it on the server.
Who should buy something else
Look elsewhere if you need
- Assets, a CMDB and change management in the same tool. Look at an ITSM suite.
- Voice, the widest list of channels and nothing at all to run. A cloud help desk will suit you better, and you will pay per agent per month for it.
QuerySolv is for organizations that want to
- Own their support system
- Keep its data on their own network
- Pay once, without inheriting a server stack to babysit
Check the limits against your own tickets
Download the installer and start the service. It runs for 30 days with every Professional edition feature and unlimited agents, so you can find out whether any of the above matters to you before you pay.
Download Installer with Free Trial