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?