+ Post New Thread
Results 1 to 12 of 12
Network and Classroom Management Thread, IT Helpdesks - WebHelpDesk Pro, ServiceDesk Plus or Other? in Technical; ...
  1. #1
    JonThompson's Avatar
    Join Date
    Nov 2011
    Location
    Leicester
    Posts
    177
    Thank Post
    18
    Thanked 26 Times in 19 Posts
    Rep Power
    10

    IT Helpdesks - WebHelpDesk Pro, ServiceDesk Plus or Other?

    A little background – We currently use Outlook with mail categories as a way of people requesting jobs, and /or reporting problems. (Email is sent to an ICT mailbox, all technicians can access it).

    Now that our schools BSF is ICT implementation only, we get to manage the network (instead of a private company) but have had to sign up to certain standards.
    One of these standards is that we must have an FITS and ISO 2000 compliant helpdesk.

    Basically, we have been given the opportunity to use Unipress WebHelpDesk Pro helpdesk software free for a year (our authority would pay the cost) as long as we provide formal feedback to other schools, and if the trial was successful, this product would be recommended to other authority schools in the BSF programme.

    My question is this – Do any other schools use WebHelpDesk Pro, and if so, have you had any issues with it? Would you recommend it? Any pitfalls? Overall experiances (admins/end users) etc…

    My boss was also looking at ServiceDesk Plus as an alternative. Again, anybody use this? Is it any good? Pitfalls? Etc…

    I’d also be interested in whether you would recommend one over the other or, if you’d suggest a free alternative like Spiceworks for example?

    Cheers.

  2. #2

    fiza's Avatar
    Join Date
    Dec 2008
    Location
    London
    Posts
    2,229
    Thank Post
    447
    Thanked 319 Times in 270 Posts
    Rep Power
    153
    Vote for spiceworks from me. They have just released version 6.2. Good free product with community forum for support.

  3. #3

    Join Date
    Nov 2011
    Location
    Cambridgeshire
    Posts
    529
    Thank Post
    143
    Thanked 75 Times in 67 Posts
    Rep Power
    23
    Just set up spiceworks here. At the minute it's just me raising requests - want to make sure it works before people start raising tickets about the help desk not working

    Having worked in places where we paid millions to set up customised CRM systems, I have to say I'm impressed. Integration with AD for user log in, raise tickets by email, manage from smartphone, customisable user web page. Only thing I haven't got working yet is the desktop gadget - although not completely convinced I want to start adding win 7 desktop gadgets for all users anyway. All for the price of seeing a few ads.

  4. #4
    bazil2013's Avatar
    Join Date
    Jan 2013
    Location
    Paignton
    Posts
    3
    Thank Post
    0
    Thanked 0 Times in 0 Posts
    Rep Power
    0
    we've been using Spiceworks for 2 years now, can't fault it!

  5. #5

    Theblacksheep's Avatar
    Join Date
    Feb 2008
    Location
    In a house.
    Posts
    1,946
    Thank Post
    139
    Thanked 291 Times in 211 Posts
    Rep Power
    193
    Service Desk too big and clunky for teachers, needs to be simpler.

  6. #6

    Join Date
    Jan 2008
    Location
    Birmingham, UK
    Posts
    38
    Thank Post
    3
    Thanked 4 Times in 2 Posts
    Rep Power
    14
    In the past I have used Spiceworks which is very good. Recently we have moved to Zendesk though and staff find it much easier to use. I like the idea of having a service that will still work if the whole site is down... and we have aligned it to ITIL.

  7. #7
    mrforgetful's Avatar
    Join Date
    May 2006
    Posts
    1,639
    Thank Post
    7
    Thanked 15 Times in 15 Posts
    Rep Power
    23
    OSTicket here.

    It's free and a lot lighter than Spiceworks if you don't desire all the extra gubbings.

  8. #8

    Join Date
    Oct 2007
    Location
    Newcastle Upon Tyne
    Posts
    457
    Thank Post
    151
    Thanked 68 Times in 59 Posts
    Rep Power
    44
    OSTicket here too

  9. #9
    ticker's Avatar
    Join Date
    Mar 2006
    Location
    Waterfoot, Rossendale
    Posts
    302
    Thank Post
    57
    Thanked 20 Times in 17 Posts
    Rep Power
    21
    service desk plus here for the last 6 years, i agree most of the features are not need by a school but it can be customised to fit your needs etc. I like the reporting function and we have just set up our site team up with another version of it.
    Also if you get the version without assest management for us on a 5 tech licence it only worked out at 600 quid.
    Last edited by ticker; 15th May 2013 at 11:45 AM.

  10. #10
    MicrodigitUK's Avatar
    Join Date
    May 2007
    Location
    Wiltshire
    Posts
    336
    Thank Post
    37
    Thanked 55 Times in 51 Posts
    Rep Power
    25
    Free help desk setup here. GLPI and OCS inventory.

    Only tricky part was configuring it for staff to understand. Stripping back the interface to basic input fields. GLPI dose also generate tickets via email by watching a mailbox.

    Has all the things a school needs like AD integration. But one downside is most oh the GLPI documentation is in French.

  11. #11
    markwilfan's Avatar
    Join Date
    Feb 2009
    Posts
    165
    Thank Post
    35
    Thanked 21 Times in 17 Posts
    Rep Power
    15
    We've used webhelpdesk for 3 years and couldn't imagine my life without it now. If you do go for it go for mysql back end, front base is naff. Any specific questions just shoot away. Our site team use it too with a different incoming mailbox

  12. #12
    Nick_Parker's Avatar
    Join Date
    Jan 2008
    Location
    Dainfern, South Africa
    Posts
    461
    Thank Post
    100
    Thanked 18 Times in 13 Posts
    Rep Power
    17
    We use Zendesk and I've got it setup to work via email.
    Staff email to a specific address which logs the ticket for them.
    I get an email with all the details and I can reply to the email which updates the ticket and notifies the user.
    I can also change the ticket's status (Pending, Open, Solved) by including keywords in the reply emails.

SHARE:
+ Post New Thread

Similar Threads

  1. [Website] There I Fixed It - A tribute to fail and/or win :)
    By SYNACK in forum Jokes/Interweb Things
    Replies: 2
    Last Post: 1st July 2009, 07:33 AM
  2. Moved or moving to SIMS or other MIS
    By alandickey41 in forum MIS Systems
    Replies: 2
    Last Post: 11th March 2009, 07:26 PM
  3. Sharepoint / Moodle or other VLE
    By pooley in forum Wales
    Replies: 4
    Last Post: 13th October 2008, 11:07 AM
  4. Adventnet servicedesk plus
    By Rozzer in forum Recommended Suppliers
    Replies: 4
    Last Post: 14th March 2007, 11:54 AM
  5. Environment variables or other method
    By HodgeHi in forum Scripts
    Replies: 3
    Last Post: 21st June 2006, 10:05 AM

Thread Information

Users Browsing this Thread

There are currently 1 users browsing this thread. (0 members and 1 guests)

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •