I'm looking into setting something up while we're still talking about upgrades and migrations and what-not. [A helpdesk solution is one of the things we're looking at.]
But, I have no real idea where to start.
I've got a few ideas, but I'm not sure how to go about it. Can I just knock something together in MS Access and put a form or two into out intranet to fill in the details?
Also, is it possible to auto-fill parts with information from AD? [like username so I know who it is and computer name so I know where it is] With the option to manually enter things if it's being logged on behalf of someone else or it's not logged from the computer with the problem.
And maybe specfic sections/views only available to certain usergroups, with the option to allow access to others...
[I know there are paid and free bits of software to do this, but I'd rather not be reliant of yet another company for something I should be able to do myself... ]
We have been using this: Home - Liberum Help Desk for some time now with a bespoke front end which is not complicated for the enduser.
Enduser view from our intranet:
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Just go to Help Desk Software for Customer Support | Online Help Desk - Freshdesk free (for basic account up to 3 agents) and quick to setup...
That looks a lot like what we used to have, except yellow. [Ours was blue...]
Originally Posted by bossman
They both look cool [Liberum and Freshdesk], a lot better than I could do.
I was looking forward to making something cool... [I got stuck at visual basic...]
I spent a lovely summer a few years ago building a custom PHP one - I learnt a lot about PHP/SQL but it takes a lot more time than you'd think to tweak things to do what you want :)
We're using Zendesk. £20 for an annual sub for up to 3 support staff.
Honestly, given the ready made off the shelf options out there avaiable for free or next to nothing it just doesn't make sense to re-invent the wheel IMO by doing something in house.
Originally Posted by flyinghaggis
And it would be good to know.
there are already a few suggestions but I use ManageEngine ServiceDesk plus here and is great. Integrates with AD and does automatic password resets too!
They're watching me!
GLPI Here, no point in trying antything else as it stands.. Now at 16441 tickets...
Make your decision based on a plan to stick with it as you will be populating it with lots of information over time and export/import between competitors is never going to be easy.
Spiceworks for us.
Integrates with the inventory and I've limited it to email only which means the staff don't need to learn something new. They just email the helpdesk address and it's entered into the system. We track it from there.