Web Helpdesk system for FE College

[AM_LHS]

Hi All,
Firstly I am not sure how many edugeek users work in a FE College, as my question is on implementing a web based helpdesk in a FE College. We are a large college and currently have 3 campuses and are looking for a professional online web helpdesk system.

Can anyone please recommend a web based helpdesk system that has the following functions / spec:

• Email-to-Ticket Conversion
• Needs to be compatible with Novell Groupwise mail \calendar
• Email users about notifications of update
• Auto close non responded verification of close calls
• Auto email notify relevant technicians
• Front end is Web based – cross browser platform
• Single sign on internally
• Admins can Log tickets on behalf of someone else
• Easy one screen to log calls, allow attachments of print screens
• Customer survey / rating (using a 5 star tick or full survey if below certain stars)
• SLA built in monitoring
• ITIL3 process complaint
• Asset monitoring (link in with Novell Zen works)
• Stats and reports (extractable to csv, Excel )
• Knowledgebase easy to search and allow attachments
• Low cost support \ Training \ upgrades solution
• Can be run on VM ware


Thank you for any suggestions or help.

[RichB]

Hi we use Footprints

Service Desk Software Solutions with Numara FootPrints

not cheap but does what your looking for. Can send you some screen shots of it in action if you would like.

[Flakes]

we use Home - Liberum Help Desk

dont think it does "Needs to be compatible with Novell Groupwise mail \calendar" and this "Customer survey / rating (using a 5 star tick or full survey if below certain stars)" but its an excellent free product that we use on our system, you could always manually add a 5 star rating system since its open source, and its easy enough to do.

[whd_guy]

Hi AM_LHS,

I recommend you take a look at the Web Help Desk software

It does everything that you describe and more, and is very popular amongst educational and FE establishments (see the Customer List). Web Help Desk also has very competitive educational discounts!

The software is very configurable but very simple to pick up and get running, so negates the need for costly implementation services or training.

I hope that helps!

WHD_Guy

[glennda]

we use Request Tracker it does all that you need apart from the single sign on

[JohnHalsall]

We evaluated many solutions including Web Help Desk and Foot Prints.
Whilst Foot Prints seemed to do what we wanted, it certainly didn't meet our budgetary requirements! After the software licence costs we were also told that someone had to come in to install and setup the software at considerable cost to us. Oh and there was no educational pricing!

We found Web Help Desk and couldn't fault it at all. The software was up and running in no time and after a brief web-demo with one of their engineers we were able to continue to configure the software ourselves with no trouble. The guys at Unipress (the UK Web Help Desk people) were very approachable and helpful. On top of this their educational pricing was excellent.

So after all this we had found a solution that did exactly what we needed for less than 2/3 of the cost and near half the TCO overall.

[somabc]

We use IT Service Management & Help desk Software, ITSM Consultancy & ITIL/ISO 20000 Training, Service Desk & help desk software support

[Iosoma]

Would SpiceWorks fit your spec?

Its worked wonders for us, has LDAP support, email support and a web ticket portal for staff to enter requests.

Does inventory tracking and the reporting engine is great.

You can even make a little vista/w7 widget to show your jobs on the desktop!

There's my 2p.

[PeterG]

Were currently using Numara TrackIT!

[localzuk]

we use Request Tracker it does all that you need apart from the single sign on

Agree with that here. It is completely customisable also, so if it doesn't do it out of the box, it can be customised with a bit of Perl fun and it should do it then.

[jokorn]

At our school we are using this low cost pakage. Works really well and uses MySQL as a backend database so the cost really stays low.

Techno Inventory

[wagnerk]

Would SpiceWorks fit your spec?...

Spiceworks isn't ITIL/FITS compatible, at least yet.

-Ken

[vikpaw]

don't know if it fits (no pun intended - honest!) spec' but what about My Little Help Desk...?

[Spitfire]

We have been using Helpstar for the last 5 years, all jobs are created via the web portal or e-mail, good support when we have had the rare problem.