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General Chat Thread, Helpdesk software (yes, another, sorry) in General; I have been searching around on here and internetz and I can't quite find what I am after. Does anyone ...
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    Danp's Avatar
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    Helpdesk software (yes, another, sorry)

    I have been searching around on here and internetz and I can't quite find what I am after.

    Does anyone use or know of some software that will do the following

    Email support and the user when job is created, updated etc.
    AD integration
    Allow support to allocate a job to a user, if they email us we can convert it to a ticket for that user
    Allow us to create our own categories, (MIS, printers, software etc) and allocate a job to one of those
    Create reports based on these categories
    Assign jobs to IT staff

    Any thoughts?

    TIA

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    X-13's Avatar
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    bushby's Avatar
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    another vote for spiceworks got all you want setup here and it just works also has a user portal

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    Abaddon's Avatar
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    Sysaid - it's what we use here.

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    Spiceworks....for projects I have started using Basecamp quite a nice site

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    sparkeh's Avatar
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    Again, Spiceworks.

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    Grey-gear's Avatar
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    Connectwise I think does all that, Sysaid does though.

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    We use WebHelpDesk. Simple, cheap, effective. With your "email in ticket" issue, there is no work required on your part...they email in, and the ticket is automatically created for you and them. It is such an easy setup, and you can get a completely free trial for the software, so you can test it and see how it operates

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    DevilsAdvocate's Avatar
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    We use WebHelpDesk too. It's very good. Tried a number of others before settling on it.

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    Zendesk

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    rich_tech's Avatar
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    Spiceworks here too, good on inventory side of things as well, I log all my jobs on the desk as a means of keeping on top of the workload, recently though its starting to update itself faster and more frequently than Adobe Flash Player, which I didn't think possible

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    Kayako will do most, if not all of that.

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    Danp's Avatar
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    Thank you all for the suggestions. I have 'installed' Spiceworks again and played about with it. Can't see a reporting function though nor a way of adding different OUs for the AD integration, currently I only have teaching staff added.

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    Freshdesk may be what you're looking for (Freshdesk Feature Comparison | Must-haves for a best-in-class help desk solution | See which freshdesk plan suits you best!) - unfortunately, it isn't free (well, the free version may not have advanced enough reporting [I don't use this help desk, I just know people who do!])

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    GLPI here, and you can link it in with inventory ...OCS NG

    GLPI - Gestionnaire libre de parc informatique

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