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How do you do....it? Thread, which helpdesk in Technical; We use spiceworks here --- found it perfect for all our needs, Had a little smile when we reached 1000 ...
  1. #16
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    We use spiceworks here --- found it perfect for all our needs, Had a little smile when we reached 1000 tickets and we are close to hitting 1500 now. Slowly moving our inventory into spiceworks aswell.

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    Quote Originally Posted by Gibbo View Post
    I used to use the full version ManageEngine Servicedesk, very powerful and reliable.

    I still use the free version now.
    Yeh i also use that its very powerful and quite helpful.

    Ross

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    I use OTRS:ITSM (OTRS::Enterprise Open Source Trouble Ticket System - Service Support System::Welcome!) here, having recently moved away from GLPI. While the OCS Inventory integration was great, GLPI's handling of incoming e-mail was rather crap (no attachments, incoming e-mails not linked to existing tickets etc).

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    thanks for all the replies

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    i tried a lot of them and went for kayako - its not perfect (by any means) and it does some things that are very silly but it works

    it could be better but it was the best i found.

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    I've been experimenting with MLH lately and it's pretty good. I also like the fact that you can suggest features for future versions. It's simple to use too.

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    Quote Originally Posted by Edu-IT View Post
    Have you looked at MyLittleHelpdesk? Not sure exactly whether it'll meet your requirements, as far as reporting is concerned, but other than that.

    Help Desk Software, Service Desk, Web, Mobile ITIL and FITS based support. - Home
    I gave up on My Little Help Desk... far too difficult and complicated to set up

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    Quote Originally Posted by Grommit View Post
    I gave up on My Little Help Desk... far too difficult and complicated to set up
    What problems did you have?

    I ran in to one or two things but that was down to me not reading things properly. Ozan helped me out though and the system was up and running in no time.

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    Quote Originally Posted by Edu-IT View Post
    What problems did you have?

    I ran in to one or two things but that was down to me not reading things properly. Ozan helped me out though and the system was up and running in no time.
    Christ man... you have to install SQL set up a database with Prmissions.. then edit some page in the MLHD and then try to install .. Then to get it to work with the users not having to additionly log on to MLHD you have to edit some other php page...

    I am not a webhead and I don't know the first thing about editing php pages and I really do not want to have to learn...

    Not simple like running a setup.exe and it puts a short cut on your desktop...
    Last edited by Grommit; 19th May 2008 at 09:56 PM.

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    Quote Originally Posted by Grommit View Post
    Christ man... you have to install SQL set up a database with Prmissions.. then edit some page in the MLHD and then try to install .. Then to get it to work with the users not having to additionly log on to MLHD you have to edit some other php page...

    I am not a webhead and I don't know the first thing about editing php pages and I really do not want to have to learn...

    Not simple like running a setup.exe and it puts a short cut on your desktop...
    Fair enough.

    You can use an Access database. By doing that you don't have to make many changes at all. User authentication does take a little more work but there are guides on the website and the support forum too.

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    Going from grommits issues I suppose the problem that MLH has is that it gives the user a choice i.e which database to use as you may be happier with one that another or allready have one of them available.

    I suppose it would be nicer to have one all wrapped up installer that also installs a db server for you all pre configured but I got it working without any major issues.

    Ben

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    Ilient Sysaid -

    Helpdesk
    Asset Database
    Reports
    Analytics
    Built-in Software including VNC built in.

    User submits ticket "Internet not working" on MACHINE1. Ticket is created. Check ticket. Click RC > VNC > Solved and closed.

    It's everything in one.

    It also monitors servers. You can tell it too monitor CPU,HDD,MEM usage. Ports, Pings, Services etc. You get a hour/day/week/month/year outputs as well.

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    Quote Originally Posted by ahuxham View Post
    Ilient Sysaid -

    Helpdesk
    Asset Database
    Reports
    Analytics
    Built-in Software including VNC built in.

    User submits ticket "Internet not working" on MACHINE1. Ticket is created. Check ticket. Click RC > VNC > Solved and closed.

    It's everything in one.

    It also monitors servers. You can tell it too monitor CPU,HDD,MEM usage. Ports, Pings, Services etc. You get a hour/day/week/month/year outputs as well.
    I didn't like the interface on that program. Seemed messy.

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    Quote Originally Posted by Sylv3r View Post
    I decided to go with this after unhappiness with previous solution (see below). I came across Kayako after requesting support for some education software we have and noticed they used it. I really liked the simple interface for the teachers to request support and for the various options for me to help keep track and prioritise tickets.

    I would recommend Kayako

    Quote Originally Posted by Gibbo View Post
    I used to use the full version ManageEngine Servicedesk, very powerful and reliable.

    I still use the free version now.
    Used this for a year, was happy with it so renewed. Our old server gave up the ghost so we bought a new server and it wouldn't install on it and I didn't get the help needed to get this working. Didn't get a refund, which I thought would have been a nice thing to do due to us not being able to use it since we renewed.

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