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General Chat Thread, Helpdesk software... what do you use? in General; Originally Posted by bladedanny I use OSTicket, works well as logging and signing off jobs etc. but lacks reporting (time ...
  1. #16
    Mako's Avatar
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    Quote Originally Posted by bladedanny View Post
    I use OSTicket, works well as logging and signing off jobs etc. but lacks reporting (time took to complete etc.)
    +1

    I've had this installed on my local WAMP for a few weeks, we're fiddling with it in the office here, considering rolling it out. Using it for our own logging of calls etc for the moment, seems to do everything we want to, at zero cost.

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    rad (21st November 2011)

  3. #17
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    Quote Originally Posted by carvjo View Post
    We use Adventnet ServicedeskPlus - very nice..
    We use this too!!! I concur, a very good product.

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    rad (21st November 2011)

  5. #18


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    Quote Originally Posted by adhutton View Post
    Just started using OP Smartdesk (OP SmartDesk - Helpdesk, Asset Management, Network Management & Resource Management - All In One) which seems really good.

    Has lots of features. Impressed with it so far.

    Andrew
    Same here, although our version dates from when it was called My Little Helpdesk.

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    rad (21st November 2011)

  7. #19

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    paper

    and sharepoint

    (trying to get rid of the paper bit!)

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    rad (21st November 2011)

  9. #20
    zag
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    Custom (see my sig)

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    rad (21st November 2011)

  11. #21

    localzuk's Avatar
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    Last place I used Request Tracker, but it is a complex beast to fiddle with. Here, we use Spiceworks and it just works!

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    rad (21st November 2011)

  13. #22

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    In house PHP system that I plan to release in the near future. Also has asset management, budget management, and room booking.

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    rad (21st November 2011)

  15. #23

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    Well, I'm considering Zendesk for my startup(Cumult). I believe its probably among the best out there.

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    rad (21st November 2011)

  17. #24
    Jamman960's Avatar
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    have been using my inbox until last week, have just started using OTRS+ITSM and am very happy with it so far.

    I've spent the last few years casually looking and have finally given OTRS a go, SLA's were one of my main requirements ensuring jobs were given one as soon as they're entered(currently 4hrs for critical issues, 1 day for issues directly affecting teaching, 3 days for normal issues, 1 week for requests) to ensure that no jobs fall off the wagon and get lost.

    James

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    rad (21st November 2011)

  19. #25

    glennda's Avatar
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    I use request tracker, also have our premises staff, central admin team using. We also record absences etc through it.

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    rad (21st November 2011)

  21. #26

    synaesthesia's Avatar
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    OPSmartDesk here, teachers rather like it as do we

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  23. #27
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    Kayako Fusion (Self-hosted) here. (Previously called Kayako SupportSuite)
    Help Desk Software, Live Chat Software and Customer Service Software

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    rad (21st November 2011)

  25. #28

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    [QUOTE=mb2k01;756450]Kayako Fusion (Self-hosted) here. (Previously called Kayako SupportSuite)
    Help Desk Software, Live Chat Software and Customer Service Software[/QUOTE

    Yep we host our own Kayako install here as well. Android app already available and blackberry iPhone app coming soon.

    Works really well as we also host knowledgebase articles etc on here as well.

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    rad (21st November 2011)

  27. #29
    rad
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    I really appriciate the responses here, we use an email based system which works but tasks are not shared equally. More suggestions/recommendations etc greatfully received, I really want to get a propper system in place.

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    mb2k01's Avatar
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    Quote Originally Posted by rad View Post
    I really appriciate the responses here, we use an email based system which works but tasks are not shared equally. More suggestions/recommendations etc greatfully received, I really want to get a propper system in place.
    As well as my comment/recommendation above, my advice would be to sign up to as many free trials as possible of the ones listed.
    Lots seem to look good when you see the features / screenshots, but in practice fall short. Find something that fits.

  29. Thanks to mb2k01 from:

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