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Network and Classroom Management Thread, What helpdesk software do you use? in Technical; Spiceworks here....
  1. #16
    ChrisH's Avatar
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    Spiceworks here.

  2. #17

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    OTRS (IT Service Management Software - Free Open Source Help Desk - Problem Management System - Customer Interaction Software | OTRS).

    Keypoints.
    Open source.
    Runs on Linux or Windows, using apache & MySQL.
    Picks up emails using POP(S), IMAP(S) or procmail.
    Web interface for support staff.
    Web interface for clients as well as email.
    AD login is possible for clients (and support staff) or fully standalone.
    Automatic responses.
    iPhone / Android app extension.
    Extensions to provide ITIL best practice.
    Knowledge base / FAQ.
    Time accounting
    Master/slave tickets
    Customer surveys
    Reporting features.

    If the home page is to be believed, it used by some very big names Fujitsu, Scania, NASA, Lufthansa, Boeing, T Systems, Seat, Nokia, Siemens to name but a few.

  3. #18

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    Spiceworks has an Android app out there just so you know.

  4. #19
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    I use SpiceWorks for the Desktop Inventory side of things and I've had a play with the Help Desk and it looks nice, but personally I use WordPress with Support Press from WooThemes (SupportPress | WooThemes) though it is $100 to buy, but it's really feature rich but has the Keep It Simple approach of WordPress.

    I've also played with OSTicket in the past and that seemed to work nicely - the only other thing I use for my own clients and support is WHMCS (http://www.whmcs.com/members/aff.php?aff=6077), but this another paid for platform and really would be a bit over kill for a school ..

    If I was you, I'd check out Spiceworks if you have a windows box (check the resources as mentioned), then OSTickets and failing that, investigate the Wordpress/WooThemes combo ..

  5. #20
    reggiep's Avatar
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    Hesk is another free option that runs on a linux box for us. And of course the free price tag helps a lot.

    Help Desk Software HESK - a free PHP help desk

  6. #21

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    +1 for OSTickets

  7. #22

    JJonas's Avatar
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    +1 Spiceworks

  8. #23
    reggiep's Avatar
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    I just had a quick look at OStickets. It looks very similar to Hesk but not quite as pretty!

  9. #24

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    +1 for spiceworks. Used it for last 3 years. Never looked back. Works without a hitch. Never let me down yet. Very well supported by a forum for any help you need.

  10. #25

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    Cheaper, but just as effective is FocalScope. Iíve tried the trial edition of both systems, and I thought so much of FocalScope, I signed up for a 5 user account. It is highly customizable but very easy to use, and those are the primary criteria I had for a help desk solution.

  11. #26

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    A number of our partners use Hornbill, looks ok, not sure on pricing etc.

  12. Thanks to MatthewL from:

    mac_shinobi (23rd June 2012)

  13. #27
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    +1 for spiceworks

    Been using for last 3 weeks, best one so far, easy to setup and I and works really well. Used trial version of logmein rescue - really great tool

  14. #28

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    We use Sysaid, which you have to buy. It's very average in my opinion and the only advantage it has, is there is a M$ client which you can remotely install on the PCs. The users can press F11 and they can log a ticket against their username, without them having to logon to the ticket system, provided this is the same as their AD logon. If I had control of the cheque book, I wouldn't buy it. If I wanted a purchased solution, it would be ARS Remedy (if you are rich) or Kayako. Excellent systems, from both a problem logger and techies point of view. The reporting features of Remedy are second to none. For free solutions, OTRS is the best that I have used.

  15. #29

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    We're using Manageengine ServiceDesk for the Helpdesk platform as it nicely integrates with AD and Exchange with the OpManager addon to monitor infrastructure

  16. #30
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    Liberum. It's free too.
    Home - Liberum Help Desk

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