6Foot2 Posted April 29, 2013 Posted April 29, 2013 We are having a new domain with virtualised servers installed over the summer break. We do not currently have a helpdesk [although we did use Cerberus hosted on out school website: Our webmaster had to remove it for reasons that are too involved to go into here] I am looking for ideas as to which helpdesk we should use from now on. I have Spiceworks running on a server at the moment but only to gather data about our current network in preparation for migration. What are your recommendations for our new network? Thanks.
sparkeh Posted April 29, 2013 Posted April 29, 2013 If you are using Spiceworks then I would use the helpdesk as it integrates with the inventory. 1
RTFM Posted April 29, 2013 Posted April 29, 2013 We use Spiceworks but I seem to remember a pretty thorough thread about this over on general chat......could be wrong
MicrodigitUK Posted April 29, 2013 Posted April 29, 2013 GLPI and OCS inventory is a good setup. Used it in 3 schools. Always done what I needed it to do, but documentation is mainly in French. So have had to google translation bits when doing advanced config. Basic setup is easy with GLPI on MySQL and PHP.
cpjitservices Posted April 30, 2013 Posted April 30, 2013 OSTickets is a good one, used it for over 2 years now here. Runs on Linux. osTicket:: Open Source Support Ticket System 1
sonofsanta Posted April 30, 2013 Posted April 30, 2013 Spiceworks isn't perfect, but it is free, and it can be made incredibly simple for end users. In particular, I like that it automatically picks up the computer someone has reported a problem from - because we all know how good end users are at letting you know that info - and that it ties the tickets to an asset, so you can see a machine's potted history in a few clicks. It will eat all of your RAM though. 1
6Foot2 Posted April 30, 2013 Author Posted April 30, 2013 ...It will eat all of your RAM though. Not liking the sound of that RAM usage.
psydii Posted April 30, 2013 Posted April 30, 2013 I inherited sysaid when I took over here. It's the only system we kept. It's not cheap, but they do an education edition with modules they believe most useful, and a more reasonable user cost model. 1
6Foot2 Posted April 30, 2013 Author Posted April 30, 2013 OSTickets is a good one, used it for over 2 years now here. Runs on Linux. osTicket:: Open Source Support Ticket System Our servers will be Windows 2012 so this is a non-starter I am afraid. http://staticc2.cdngeek.net/images/smilies/smilies/sad.gif
AJWhite1970 Posted April 30, 2013 Posted April 30, 2013 +1 for OCS and GLPI. Can't function here without them* Andrew * not strictly true, probably could, but you get the idea.... 1
TronXP Posted April 30, 2013 Posted April 30, 2013 Our servers will be Windows 2012 so this is a non-starter I am afraid. http://staticc2.cdngeek.net/images/smilies/smilies/sad.gif I have OSticket running on a server 2012. I have a virtual Ubuntu LTS server running, it works just fine 1
sparkeh Posted April 30, 2013 Posted April 30, 2013 Not liking the sound of that RAM usage. SW can be RAM heavy during a scan cycle but its fine if you aren't scanning constantly. 1
sonofsanta Posted April 30, 2013 Posted April 30, 2013 Yeah, you can limit the RAM, it's just the default settings that can lead to aggressive resource hogging. For my part I'm not too bothered - the web server is just the web server, and the VM is limited to 8GB of RAM. Spiceworks is quick & easy to restart if it gets too much, anyway. 1
garethm Posted April 30, 2013 Posted April 30, 2013 Really it depends what you want out of your helpdesk! OTRS is a freebie and is ITIL-compliant... however it's pretty comprehensive, shall we say! If you literally just want ticket in, ticket out, I used Trellis Desk, which is really easy to use, and with a bit of tweaking can be linked with AD 1
Netman Posted April 30, 2013 Posted April 30, 2013 If you don't need bells and whistles, we're getting loads of use out of freshdesk free version Freshdesk Plans & Pricing | Freshdesk help desk software trial 1
maximus1220 Posted April 30, 2013 Posted April 30, 2013 (edited) We have been using this for 3 years now... WebHelpDesk Pricing is based on quantity of Technicians - no limit on clients/end-users. They offer a server version and hosted version(its what we use, one less server to manage to be honest) Very complete program overall. It also has asset management included. Edited April 30, 2013 by maximus1220 1
Sylv3r Posted April 30, 2013 Posted April 30, 2013 We love our Kayako Helpdesk and have done for the last 7 or 8 years. 1
ConradJones Posted April 30, 2013 Posted April 30, 2013 (edited) We use otrs -- you better know some linux though Edited April 30, 2013 by ConradJones 1
6Foot2 Posted April 30, 2013 Author Posted April 30, 2013 I have been persuaded to give Spiceworks a go. If it doesn't work out [for whatever reason] we can look at it again. Thanks all.
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