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  • IT Helpdesk ticketing software?

    Hi,

    Looking at installing a package into work for better management of my time as well as for reporting. There are only around 50 users so not looking something too major

    Or a Sharepoint add in?

    Any ideas much appreciated

  • #2
    Re: IT Helpdesk ticketing software?

    This is worth a review.

    http://www.spiceworks.com/free-help-desk-software/

    With regards to SharePoint, you can create a basic one out-of-the-box using Lists and Views etc. It comes down to the key requirements.

    For example, do they need the ability to add Helpdesk calls or is it just for you to add? etc etc.

    Both solutions above allow you to get them to send an email and collate the job automatically and so on.

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    • #3
      Re: IT Helpdesk ticketing software?

      If your looking for a cloud based solution, check out zendesk. We have been using it for the last 3 months and love it. Great ticketing system with custom groups, orgs, triggers, macros, custom reporting and a web portal for the customer and end user. Works great with google apps with SSO.

      http://zendesk.com
      Last edited by auglan; 12th April 2013, 13:34.
      CCNA, CCNA-Security, CCNP
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      • #4
        Re: IT Helpdesk ticketing software?

        SharePoint 2.0 used to have an excellent HelpDesk. With SharePoint 3.0 the numbnuts made it a module you added in and it was a PAIN to do. For some reason they DIDN'T make the module a template (stp from memory) but once installed it worked really well, for me at least. With SharePoint 2007 you could add Search functionality so it allowed amnesiac old farts like me to find the solutions to problems that I had forgotten how to fix.

        I haven't looked at SharePoint 2010 yet so I am hoping that it still has the features that I found very useful. http://www.techsolutions.net/HelpDesk.aspx (this was linked from http://www.microsoft.com/government/...templates.aspx so go figure).

        Spice works I found confusing for the end user to actually find where to log the fault. However this may have changed since I last looked at it 2 years ago. My all time favourite HelpDesk program was Liberum and used it on NT Server 4.0 and up. A superb program, IMO, with a small footprint and chock full of some very useful features. To use an overworked and to me a totally useless phrase, it is Feature Rich with Powerful Tools. Seriously though, an excellent program that is very customisable (if that is even a word). Well worth looking at!
        Last edited by biggles77; 12th April 2013, 15:44.
        1 1 was a racehorse.
        2 2 was 1 2.
        1 1 1 1 race 1 day,
        2 2 1 1 2

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        • #5
          Re: IT Helpdesk ticketing software?

          Originally posted by joe5x View Post
          Hi,

          Looking at installing a package into work for better management of my time as well as for reporting. There are only around 50 users so not looking something too major

          Or a Sharepoint add in?

          Any ideas much appreciated
          Just try eAssistance pro help desk solution it is very user friendly and also easy to install. you can get it from eassistancepro.com

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          • #6
            Re: IT Helpdesk ticketing software?

            We evaluated ZenDesk, Spiceworks, and a half a dozen others. We purchased Cherwell. It does take a dedicated admin to get it up and running smoothly for all the business units using it. Built on ITIL. We are looking to add the Project Mgmt piece to the package in coming months.
            Currently working towards CISSP
            Certified Network Specialist
            Security+ Certified
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            • #7
              Re: IT Helpdesk ticketing software?

              I evaluated HEAPS of options, including RT (free, linux based)
              I eventually settled on Autotask - but that's becaues it was almost as much a full CRM and was well suited to multi-tenancy like I need.

              it's cloud hosted, however it's kind of expensive when you look at it for 50 users on a motnhly basis.

              there's also connectwise, Infra, or you could try IssueView ?
              Please do show your appreciation to those who assist you by leaving Rep Point https://www.petri.com/forums/core/im.../icon_beer.gif

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              • #8
                Re: IT Helpdesk ticketing software?

                I've implemented and used OTRS at a number of organizations with excellent results. It's multi-platform, ITIL v3 compliant and F/OSS (AGPL license). Support contracts are available.

                It has its limitations, of course, but I've found it to be a very flexible ticketing system, and it integrates well with Active Directory and just about any e-mail infrastructure.

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                • #9
                  Re: IT Helpdesk ticketing software?

                  Originally posted by Ser Olmy View Post
                  I've implemented and used OTRS at a number of organizations with excellent results. It's multi-platform, ITIL v3 compliant and F/OSS (AGPL license). Support contracts are available.

                  It has its limitations, of course, but I've found it to be a very flexible ticketing system, and it integrates well with Active Directory and just about any e-mail infrastructure.
                  This looks pretty interesting. I'm in the process of downloading for evaluation in our organisation as we badly need something like this to keep track of calls.

                  Thanks Ser Olmy.

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