IT Help Desk Software

[markwilfan]

We use web help desk. It is pricey but it is ITIL based. We love it and is great for asset management too

[vyperz]

Spiceworks.. free and does the job

[Tricky]

Could anyone tell me if OSTicket or RT support multiple support teams so we can separate our site maintenance guys jobs from our IT team's?

[mdench]

Could anyone tell me if OSTicket or RT support multiple support teams so we can separate our site maintenance guys jobs from our IT team's?

 

 

RT you can set up with multiple queues so one for IT one for Maintenance and then you just need to set the right permissions on the users so they only see the correct queue or they just select the correct queue from the list down the left.

[bladedanny]

Could anyone tell me if OSTicket or RT support multiple support teams so we can separate our site maintenance guys jobs from our IT team's?

 

OSTicket does. We use it for both our IT team and our buildings dept.

[Netman]

Freshdesk - free for up to 3 techs with basic functionality. Cloud based so can be up and running in minutes... Help Desk Software for Customer Support | Online Help Desk - Freshdesk

[Novalee]

Another vote for Spiceworks here - also great for keeping inventory (not sure if that costs anything, I just use it! Not in charge of it...)

[sparkeh]

Another vote for Spiceworks here - also great for keeping inventory (not sure if that costs anything, I just use it! Not in charge of it...)

Its free unless you want an ad free version.

[Chris_NetSupport]

NetSupport ServiceDesk is a web based helpdesk tool. It integrates easily into existing infrastructure and users can access it through any web browser. NetSupport ServiceDesk - Web Based Helpdesk

[TomCollins]

NetSupport ServiceDesk is a web based helpdesk tool. It integrates easily into existing infrastructure and users can access it through any web browser. NetSupport ServiceDesk - Web Based Helpdesk

 

£1500 for a helpdesk is a tad pricey though, although I like the features.

[Roberto]

£1500 for a helpdesk is a tad pricey though, although I like the features.

 

To be fair, "pricy" depends very much on your needs and requirements. On one hand, I'd totally suggest the free Spiceworks system to organisations that are a good fit for it, on the other we're spending about £20k on helpdesk software and I don't regard it as "pricy" for the abilities of the system we're getting.

[TheScarfedOne]

Glpi (http://www.glpi-project.org) or HAP (hap.codeplex.com or here under Projects).... Both free

[mattysmith80]

We use Richmond Systems Support Desk.... Great piece of software

 

http://www.helpdesksoftware-richmond.co.uk/Help-Desk-Software/Help-Desk-for-Schools---Colleges

[cpjitservices]

We use OSTickets

 

osTicket:: Open Source Support Ticket System

 

Or if you want to be realllllyyyy snazzy, try this from a liveCD

 

OSSIM, SIEM, Threat Management, Compliance Management | Alien Vault

 

OSSIM there is a free version, OSTickets is completely free.

[chrispeterson]

Remedy problem management is best option for login in helpdesk related tickets and issues. For providing remote support or technical assistance, logmein, gosupportnow, GoToMyPC, on premise RHUB remote support appliances etc. are advisable.

[flyinghaggis]

We're currently using Zendesk which is good, and I like the cloud hosted aspect of it, but I find there are quite a few areas it falls down in.

 

Specifically I wish it incorporated :-

 

1) Scheduling/Calendaring for jobs/tasks

2) Somekind of Asset Management to link calls to specific hardware/device faults

3) A method of monitoring internal department processes/procedure and change control

 

A colleague suggested looking at SysAid and another school recommended SolarWinds but I wanted to ask if anyone had any other suggestions?

[NetworkNinja]

I Am an IT Apprentice for a school in Lincolnshire and we use spice works and its so easy to use even most of the staff know how to send in a help-desk request and the actual software you use to receive is really easy two, i would highly recommend using spiceworks.

[flyinghaggis]

We've just sat through a webinar for ManageEngine and I've got to say it looks awesome as a combined helpdesk, asset management, AD Management and software/OS deployment solution. It all looks really easy to use, intuitive and very well integrated.

 

Is anyone currently using it and if so would you recommend it?

Edited July 18, 2013 by flyinghaggis

[TheScarfedOne]

We've just sat through a webinar for ManageEngine and I've got to say it looks awesome as a combined helpdesk, asset management, AD Management and software/OS deployment solution. It all looks really easy to use, intuitive and very well integrated.

 

Is anyone currently using it and if so would you recommend it?

 

Used to use it, was great before it got very expensive to renew...

[truebluesteve]

We use Kayako (Help Desk Software, Live Chat Software and Customer Service Software) and love it although others on this thread have mentioned decent helpdesks for free which I can't argue with either.

 

Do you host this yourself or is it cloud based? I'm looking at updating ours and looking at this one. What sort of money did you pay?

 

Thanks

[flyinghaggis]

Used to use it, was great before it got very expensive to renew...

 

What kind of prices were you looking annually? I think the biggest issue we have here is that it's up against SCCM which is virtually free to schools via the MS agreement. The main problems we have with SCCM are that is it's very unintuitive and always seems to stop working when you need it most!

 

Hence the reason we're looking at alternatives like Manageengine.