browolf Posted June 13, 2014 Posted June 13, 2014 Due to imminent staff cuts we're going to have to stop using the insanely complicated Richmond help desk and get something cheaper, simpler and less hands on. What I'd really like is one where jobs are auto-assigned based on category selected on an entry form. I tried freshdesk and hesk but neither seem to do it. I was kinda disappointed with freshdesk; it's so nice to look at and the app is cool but functionally I didn't like it. Rather than spend time trying them all out I figured you guys would have some ideas. :-)
Edu-IT Posted June 13, 2014 Posted June 13, 2014 With Kayako you can as you can use rules to trigger certain actions. Think Zendesk and Desk.com can too.
Edu-IT Posted June 13, 2014 Posted June 13, 2014 (edited) This one looks to as well. Web Helpdesk Webhelpdesk.com "Automated ticket updates may include: Updated ticket assignment Automated priority changes Add approval requirements Running multi-stage tasks Modify ticket fields Many more… Business based action rules increase your team’s efficiencies through automation. Web Help Desk Action Rules allow you to automatically assign a ticket, at any stage in life, to the individual IT staff or staff group needed to fulfill the service. Easy to configure cascading rules use criteria defined as granular or general depending on your needs. These requirements criteria may be based on virtually any ticket field — including your very own custom fields. Rule evaluation can be triggered at any stage of the ticket’s lifecycle, ranging from its creation to a basic update. The flexibility is yours." Edited June 13, 2014 by Edu-IT
psydii Posted June 13, 2014 Posted June 13, 2014 Sysaid can do this, but at the more expensive end of what schools are prepared to pay, it might not work for you.
mattianuk Posted June 14, 2014 Posted June 14, 2014 We find helpdesk is complicated and over priced, and can't handle the load now we have approx 50 tickets a day Very disappointed. This one looks to as well. Web Helpdesk Webhelpdesk.com "Automated ticket updates may include: Updated ticket assignment Automated priority changes Add approval requirements Running multi-stage tasks Modify ticket fields Many more… Business based action rules increase your team’s efficiencies through automation. Web Help Desk Action Rules allow you to automatically assign a ticket, at any stage in life, to the individual IT staff or staff group needed to fulfill the service. Easy to configure cascading rules use criteria defined as granular or general depending on your needs. These requirements criteria may be based on virtually any ticket field — including your very own custom fields. Rule evaluation can be triggered at any stage of the ticket’s lifecycle, ranging from its creation to a basic update. The flexibility is yours."
davipton Posted June 14, 2014 Posted June 14, 2014 Look at manageengine servicedesk plus. It's free to use fully unlimited for less than 5 technicians. 1
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