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    RabbieBurns's Avatar
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    Which Helpdesk Ticketing System?

    I'm in the market for a new ticketing system, currently not using one at all.

    Looking for something that ticks all, or at least the most of these boxes:

    o Web-based
    o Usability for teachers and admin staff
    o Assign tickets to multiple technicians
    o Calendar – department wide
    o Compatible with e-mail ie: auto ticket creation as a result of sending an email
     Automatic reply to acknowledge request received
    o Ability to:
     categorise jobs
     prioritise
     check the status of their ticket
     add notes to the jobs
     filter tickets by technician
     remind to users about tickets open
     document knowledge and processes

    What does everyone here use? Paid-for solutions are perfectly acceptable, I'd much prefer a complete product at a price than something free that would take me weeks to configure.

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    bladedanny's Avatar
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    osTicket:: Open Source Support Ticket System

    Meets all of those. It's what we use.

  3. Thanks to bladedanny from:

    lionsl2005 (19th November 2013)

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    unixman_again's Avatar
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    We use HESK and in my previous school SysAid They are both OK; the latter has more features.
    In enterprise I've used Kayako and Remedy which are overkill for schools but damn good!

  5. Thanks to unixman_again from:

    lionsl2005 (19th November 2013)

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    https://support.google.com/a/answer/167430?hl=en

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    dave.81 (17th October 2013)

  8. #5

    john's Avatar
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    Quote Originally Posted by RabbieBurns View Post
    I'm in the market for a new ticketing system, currently not using one at all.

    Looking for something that ticks all, or at least the most of these boxes:

    o Web-based
    o Usability for teachers and admin staff
    o Assign tickets to multiple technicians
    o Calendar – department wide
    o Compatible with e-mail ie: auto ticket creation as a result of sending an email
     Automatic reply to acknowledge request received
    o Ability to:
     categorise jobs
     prioritise
     check the status of their ticket
     add notes to the jobs
     filter tickets by technician
     remind to users about tickets open
     document knowledge and processes

    What does everyone here use? Paid-for solutions are perfectly acceptable, I'd much prefer a complete product at a price than something free that would take me weeks to configure.
    Spiceworks does most of them and is free

    It doesn't do calendaring or poke users to say Oi reply or else, but it does everything else you have asked for

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    It's all about GLPI. Full ticketing system with inventory, knowledgebase/FAQs, item reservation, SLA/warranty reminders etc etc etc

    GLPI - Gestionnaire libre de parc informatique

    Top marks, and it's free, which we all love

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    Sylv3r's Avatar
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    As mentioned above - we use Help Desk Software, Live Chat Software and Customer Service Software and love it. It probably works out quite expensive and a little overkill for your needs but it ticks all the boxes you require on your list.

  11. Thanks to Sylv3r from:

    RabbieBurns (14th October 2013)

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    spiceworks !

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    RabbieBurns's Avatar
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    Kayako looks like it fulfils all our needs. Having a smart device native app looks like a bonus too.

    for those of you that use Kayako can i ask you some questions please ( @Sylv3r and @unixman_again and any one else not yet here)

    Have you ever had to contact support? as far as i can see all is listed is a +1 number, do they have a local number for most countries? is there any local support or 24/7 support?

    How long did you find it took to set up?

    Did/do your staff find it easy to use?






    Thanks everyone else for the other suggestions.
    Last edited by RabbieBurns; 25th October 2013 at 07:46 AM.

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    penfold_99's Avatar
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    Quote Originally Posted by RabbieBurns View Post
    Kayako looks like it fulfils all our needs. Having a smart device native app looks like a bonus too.

    for those of you that use Kayako can i ask you some questions please ( @Sylv3r and @unixman_again and any one else not yet here)

    Have you ever had to contact support? as far as i can see all is listed is a +1 number, do they have a local number for most countries? is there any local support or 24/7 support?

    How long did you find it took to set up?

    Did/do your staff find it easy to use?






    Thanks everyone else for the other suggestions.
    We used Kayako but have moved away from it in favour of zendesk.

    Support is best via the live chat, it you have an issue the goes to developers just be prepared to wait a long time.

    It's straight forward to install on site if you have ioncube or zend equivalent.

    Configuration is the issue, there are so many options it will take a while.

    The main reason for us moving was the knowledge base, it's pretty rubbish, zendesk is so much better plus it has screen steps integration.

    Kayako will integrate with ldap but other integrations are best describes as flakey.

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    RabbieBurns's Avatar
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    Thanks @penfold_99 very intersting to hear your thoughts.

    We currently have no proper helpdesk so whatever we do will be a complete start from the ground up.

    How does Zendesk compare licensing wise? From first look it seems its a per-tech/per-month cost? which gets costly when if we have a 5-10 person IT team?

    Does zendesk have smartphone apps etc?

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    rickypike's Avatar
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    We also have no proper help desk in place, I have just been testing FreshDesk (which is free on lowest plan) and seems pretty good

    Also just looking at osTicket which does seem to do a lot

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    unixman_again's Avatar
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    Quote Originally Posted by RabbieBurns View Post
    Have you ever had to contact support? as far as i can see all is listed is a +1 number, do they have a local number for most countries? is there any local support or 24/7 support?

    How long did you find it took to set up?

    Did/do your staff find it easy to use?
    We did have a support contract, and we logged the few problems we had through their online help desk (which was Kayako). The only problems we had were some minor niggles during upgrades. We didn't need to talk to anyone as their written responses were brill.

    Our helpdesk staff loved it. This was at an e-tailer and customers could log problems with products using our Kayako help desk. Our staff said the search facilities made their job easier if Joe Public phoned in wanting to know what was being done about their problem.

    It was already installed when I started at the company, so I can't comment. Upgrades were a breeze though.

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    Redmine -- Does everthing you've listed (and more) and its free.

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    Quote Originally Posted by RabbieBurns View Post
    Thanks @penfold_99 very intersting to hear your thoughts.

    We currently have no proper helpdesk so whatever we do will be a complete start from the ground up.

    How does Zendesk compare licensing wise? From first look it seems its a per-tech/per-month cost? which gets costly when if we have a 5-10 person IT team?

    Does zendesk have smartphone apps etc?
    Zendesk vs kayako hosted price is roughly the same. You will save going to for onsite kayako.

    Zendesk does have a very good smartphone app, its better thought out than kayakos one but kayakos is still pretty good.

  20. Thanks to penfold_99 from:

    RabbieBurns (26th October 2013)

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