Helpdesk software (yes, another, sorry)

[Danp]

I have been searching around on here and internetz and I can't quite find what I am after.

 

Does anyone use or know of some software that will do the following

 

Email support and the user when job is created, updated etc.

AD integration

Allow support to allocate a job to a user, if they email us we can convert it to a ticket for that user

Allow us to create our own categories, (MIS, printers, software etc) and allocate a job to one of those

Create reports based on these categories

Assign jobs to IT staff

 

Any thoughts?

 

TIA

[X-13]

Spiceworks?

 

Shameless referral link.

[bushby]

another vote for spiceworks got all you want setup here and it just works also has a user portal

[Abaddon]

Sysaid - it's what we use here.

[Griff]

Spiceworks....for projects I have started using Basecamp quite a nice site

[sparkeh]

Again, Spiceworks.

[Grey-gear]

Connectwise I think does all that, Sysaid does though.

[Duckstein]

We use WebHelpDesk. Simple, cheap, effective. With your "email in ticket" issue, there is no work required on your part...they email in, and the ticket is automatically created for you and them. It is such an easy setup, and you can get a completely free trial for the software, so you can test it and see how it operates

[DevilsAdvocate]

We use WebHelpDesk too. It's very good. Tried a number of others before settling on it.

[sippo]

Zendesk

[rich_tech]

Spiceworks here too, good on inventory side of things as well, I log all my jobs on the desk as a means of keeping on top of the workload, recently though its starting to update itself faster and more frequently than Adobe Flash Player, which I didn't think possible

[Edu-IT]

Kayako will do most, if not all of that.

[Danp]

Thank you all for the suggestions. I have 'installed' Spiceworks again and played about with it. Can't see a reporting function though nor a way of adding different OUs for the AD integration, currently I only have teaching staff added.

[TomCollins]

Freshdesk may be what you're looking for (Freshdesk Feature Comparison | Must-haves for a best-in-class help desk solution | See which freshdesk plan suits you best!) - unfortunately, it isn't free (well, the free version may not have advanced enough reporting [i don't use this help desk, I just know people who do!])

[TheScarfedOne]

GLPI here, and you can link it in with inventory ...OCS NG

 

GLPI - Gestionnaire libre de parc informatique

[Earthling]

Another +1 for WebHelpDesk. Costs money, but really does do what it says on the tin, and no annoying adverts.

 

E-mail ticket creation, e-mail user creation, if you allow it, multiple LDAP connections to collect users from different OU's, asset-management, reporting, e-mail user and technician at every step of the call-updating process......I could go on (and on and on and ......).

[Sylv3r]

Kayako for us here and it ticks all those boxes, but theres a cost involved whereas some of the others mentioned are free.

[Homer]

Another +1 for WebHelpDesk, used it since around 2010 now and it has been excellent. Has a lot of very useful functionality, and does exactly what it says on the tin. It may cost, but it works well.

 

Hit Unipress up, they resell it at cost (I think) and have their own in house support if you buy through them. Give it a trial, I think you will like it

[Simcfc73]

Still use MLH

[MicrodigitUK]

+1 for GLPI

[Disaster]

[email protected] - We just use our email. Done.

[Elison]

we use Sysaid

[woody]

+1 For GLPI. Opensource and very flexible - full featured.

[lionsl2005]

I used Manage Engine in my previous school. Free for 5 Technicians. Its easy to set up and do what you want.

[gtg93]

OSTicket - Free and works well.