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Which Helpdesk Ticketing System?

RabbieBurns

By RabbieBurns
in How do you do....it?

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tomearnshaw

tomearnshaw

Posted
Posted
We currently use OPsmartdesk but are currently looking for something else when our year runs out. Some functions are broken, promised to be fixed in releases in May but now November apparently. Slow to respond to support requests and took almost two weeks after purchasing to get it up and running due to problems with their licence server. It has potential and if it was a free option, then fair play.
seawolf

seawolf

Posted
Posted (edited)

Zendesk is what we have used for the past 4 years for IT, facilities, and OHS help desk. The iPad and iPhone apps are very good and Zendesk meets all of your requirements and then some. We have ours integrated with Screensteps Live for Tutorials and Mindtouch for knowledgebase. There are the forums and built-in knowledge base as well. Yes, it is a bit more costly than some solutions, but from an economic labour vs capital decision making process, time is more valuable than money and Zendesk can save you a lot of time.

 

Other solutions I have used and can recommend are ServiceDesk Plus (Manage Engine) and OnTime (http://www.ontimenow.com/bug-tracking). OnTime is designed for use in software development and bug tracking, but it is highly configurable and makes for a great general purpose project/task management and help desk system.

 

EDIT: Looks like OnTime has now split the product into a software development tool and a dedicated help desk http://www.ontimenow.com/help-desk - it has been over 4 years since I used it, but I suspect it will be even better than it was then.

Edited by seawolf
ADMaster

ADMaster

Posted
Posted

I use WebHelpDesk by Solarwinds.

Very customizable for ticket categories, ticket statuses etc. accepts tickets via email, or users can login with their AD credentials.

Can set it up to nag the user if they don’t respond to a ticket.

Has asset tracking and FAQ, in the most recent version it can pull assets from SCCM. I’ve not got that setup yet.

I’ve just started adding in my purchases and warranty info for assets.

It has a status dashboard, reporting, calendar etc. it doesn’t have an android app, but the HTML mobile version of the site works fine.

When I was shopping for a helpdesk a few years ago it came down to this this or Sysaid.

The deciding factors were it’s a US company and it is what the LEA uses, so I’d have support their if needed.

The biggest con is it is priced per tech, but I think that is most systems.

 

Some of the great GPL options now available either were not available then or were not mature enough.

SchoolCloudSystems

SchoolCloudSystems

Posted
Posted (edited)

Here at Room Booking System, we use Help Scout and I'd strongly recommend you at least give it a trial. We looked at lots of other software when changing from managing things by email: Zendesk, Freshdesk, Desk.com, Kayako, osTicket, UserVoice, Tender App, and more. I didn't like a lot of the other software because it was cumbersome for people to use.

 

Obviously we're not a school but many schools contact us by email for support and without Help Scout, we'd be lost with a shared inbox. The best part is that it's invisible to end users, to them it's email. There isn't anything referencing a ticket number or "click here to add a reply" so it's incredibly easy for end users.

 

At our end, it keeps track of all tickets, we can assign to people, change the status, add internal notes, create rules for messages to be automatically assigned (or auto-responded to), use saved replies, etc. It doesn't have a calendar, but I don't think it needs one anyway. Also tickets are either unassigned or assigned to one person. They're just about to release a knowledge base that can be used for both internal and external use, this is how it looks: Help Scout Support - Help Desk

 

It's really helped us maintain our legendary support as it ensures no emails become lost or forgotten about unlike a shared inbox. 100% recommended!

Edited by SchoolCloudSystems
Edu-IT

Edu-IT

Posted
Posted (edited)
The Help Scout website seems to take an age to load here. Is that the case for anyone else? Looks a great, simple solution, but if it's slow then it's not ideal. Also, one drawback seems to be you can't create cases for others. So it's reliant on end users being able to submit their own requests. Edited by Edu-IT
SchoolCloudSystems

SchoolCloudSystems

Posted
Posted
The Help Scout website seems to take an age to load here. Is that the case for anyone else? Looks a great, simple solution, but if it's slow then it's not ideal. Also, one drawback seems to be you can't create cases for others. So it's reliant on end users being able to submit their own requests.

 

We use it every day (even weekends) and the speed is fine, though it's never going to be instant like an on-site solution. You can start a new "conversation" as they call it from inside Help Scout and choose to either have it as an internal note, or send an email to the end user.

Edu-IT

Edu-IT

Posted
Posted
We use it every day (even weekends) and the speed is fine, though it's never going to be instant like an on-site solution. You can start a new "conversation" as they call it from inside Help Scout and choose to either have it as an internal note, or send an email to the end user.
Would you mind telling me how? It's so obvious, I can't see it, I'm sure.
  • 2 weeks later...
LeonDan

LeonDan

Posted
Posted

Is this Ozan at OPSoftware?

If so I'd like to know where he is too - I'm trying to get my trial of the software set up, but can't get hold of him.

  • 1 year later...

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