+ Post New Thread
Results 1 to 12 of 12
Windows Thread, Support Q's in Technical; Hope you guys are well, firstly - thanks for all the help i get - apologies as im not that ...
  1. #1
    mbird's Avatar
    Join Date
    Feb 2010
    Location
    High Wycombe
    Posts
    190
    Thank Post
    51
    Thanked 21 Times in 16 Posts
    Rep Power
    40

    Question Support Q's

    Hope you guys are well, firstly - thanks for all the help i get - apologies as im not that much help most of the times (see how many thanks i have )

    Right, i need your help

    So currently we use a support mailbox in chance to handle all of out support issues, but i don't think its actually that efficient. i would really like something better (and free?). can any one recommend a good programme/site/thing?

    Thanks in advance

    MB

  2. #2

    Join Date
    Dec 2008
    Location
    Medway Towns
    Posts
    156
    Thank Post
    30
    Thanked 20 Times in 19 Posts
    Rep Power
    15
    We've gone through a similar evolution and have moved onto using Spicework's helpdesk system which, whilst not being perfect, now gives us a better feel and control of our incoming jobs ... the difficulties have mainly been with bending staff to our will and persuading them of the advantages for them.

  3. Thanks to CyberDrac from:

    mbird (26th March 2010)

  4. #3
    mbird's Avatar
    Join Date
    Feb 2010
    Location
    High Wycombe
    Posts
    190
    Thank Post
    51
    Thanked 21 Times in 16 Posts
    Rep Power
    40
    Fair play,
    What is spiceworks like, got and Screen shots?
    My concern is training issues.

  5. #4

    Join Date
    Dec 2008
    Location
    Medway Towns
    Posts
    156
    Thank Post
    30
    Thanked 20 Times in 19 Posts
    Rep Power
    15
    You can create a user 'portal' which can be tied to AD, they provide credentials to it and then they can raise a support ticket and keep track of the open (and closed) tickets.

    From the other side they arrived 'unassigned' and then you can assign them to members of the team or do like we do and we grab the ones which feel best suit our skill set.

    The User will receive an e-mail (if there is an e-mail associated with the AD account) say how has taken it on board.

    You then have the usual public replies and private notes, closing of calls by either end, and you can associate the ticket with any piece of hardware found by SpiceWorks' inventory scans allowing you to keep a per device history.

    We've also used the articles feature to create a FAQs page on the portal.

    No screenies as such we're still polishing the edges, but it looks respectable (albeit with unobtrusive Ads on our side not the users)

    If you want any specifics then just ask

  6. #5
    tommej's Avatar
    Join Date
    Oct 2009
    Location
    Lincolnshire
    Posts
    701
    Thank Post
    38
    Thanked 133 Times in 100 Posts
    Rep Power
    77
    We use trellis desk here, found spiceworks to be bloated and slow.

  7. #6
    Sarconia's Avatar
    Join Date
    Mar 2010
    Location
    London
    Posts
    315
    Thank Post
    15
    Thanked 34 Times in 31 Posts
    Rep Power
    16
    I use MyLittleHelpdesk, it generally works quite well and is very cheap when compared to other packages.

  8. #7

    Join Date
    Dec 2008
    Location
    Medway Towns
    Posts
    156
    Thank Post
    30
    Thanked 20 Times in 19 Posts
    Rep Power
    15
    Can't argue with the speed comment, SpiceWorks isn't nippy because it's trying to be all things to all people, there is a great deal to it beyond the Help Desk.

    Training wise it's pretty intuitive from both ends.

    I might look further into Trellis ... looks much slicker ... does it track by device like SpiceWorks?

  9. #8
    mbird's Avatar
    Join Date
    Feb 2010
    Location
    High Wycombe
    Posts
    190
    Thank Post
    51
    Thanked 21 Times in 16 Posts
    Rep Power
    40
    Well im gunna have a go with spiceworks (isnt that a girl band from the mid '90's? ).
    i like 'fully customisable'

  10. #9

    SpuffMonkey's Avatar
    Join Date
    Jul 2005
    Posts
    2,240
    Thank Post
    55
    Thanked 278 Times in 186 Posts
    Rep Power
    134
    We use Liberum - free quick & easy

  11. #10

    Join Date
    Aug 2007
    Location
    West Midlands
    Posts
    73
    Thank Post
    8
    Thanked 2 Times in 2 Posts
    Rep Power
    15
    We used Liberum also but moved to Spiceworks. It could definately be quicker but we no find it invaluable.

  12. #11
    mbird's Avatar
    Join Date
    Feb 2010
    Location
    High Wycombe
    Posts
    190
    Thank Post
    51
    Thanked 21 Times in 16 Posts
    Rep Power
    40
    ok...spice works installed thanks
    i will keep you posted. with a good 'ol rating.

  13. #12
    kearton's Avatar
    Join Date
    May 2007
    Location
    Yorkshire, via NZ ;)
    Posts
    875
    Thank Post
    169
    Thanked 105 Times in 87 Posts
    Rep Power
    45
    I looked at Spiceworks but found it to be too slow. I also ended up installing Liberum.

SHARE:
+ Post New Thread

Similar Threads

  1. Alternative support to LA IT support
    By reggiep in forum How do you do....it?
    Replies: 6
    Last Post: 8th February 2010, 11:52 AM
  2. IT Support
    By tatty14 in forum How do you do....it?
    Replies: 5
    Last Post: 7th November 2007, 08:54 AM
  3. RM Support
    By SimpleSi in forum Recommended Suppliers
    Replies: 6
    Last Post: 5th December 2006, 10:09 PM

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
  •