What Helpdesk do you use?

[rickjames]

A slight detour on this;

 

Our caretakers are looking for their own kind of helpdesk where staff can email issues related to them, does anyone have any ideas/suggestions that are ideally free and dead simple to use? There's only 3 of them so I'm thinking Freshdesk's sprout plan might be handy

[andydis]

@rickjames

100% freshdesk :-)

[truebluesteve]

We use SiteHelpDesk (sitehelpdesk.com) and have done for a number of years. Its pretty good to be fair and has been very reliable in terms of stability - we use it for IT and Property.

 

It has SSO for staff as well as AD integration. There is also an email module which allows users to email the helpdesk with their problem -this automatically creates a call so staff can raise calls at home etc.

[haldarulon]

Another thumbs up for Spiceworks

all tied in with AD, email

works across our 5 sites (and 4 micro sites)

 

Problem we do have with it is, we want a system that can also track premises issues, tried implementing Spiceworks to do this but can't get it to work as well as the IT side does.

[vizubeat]

GLPI - http://www.glpi-project.org/?lang=en

Helpdesk and full inventory, it's great. And free!

[beancole]

Spiceworks, this is the top contender but spiceworks themselves say dont open it up to access from outside the premesis. So its out immediately.

All the others seem customizable to a certain extent but are either too complicated or offer too many features that you cant turn off.

 

I have looked into all the suggestions and find non of them actually do everything I want. So I am building my own, PHP with a MYSQL backend. Now to lean PHP with Learnable.

[elliot-w]

We've been using Zendesk for the past two years now and have had nothing bad to say about it, its not free however but its only around $15 for 3 "Agents". Its all online based and comes with a knowledge base you can add your own articles into. Very simple to use for staff to submit a request, and there is apps available on iOS and android. Again I know its not free but in my opinion worth a look into.

 

 

EDIT: forgot to mention, you can also trial it for free for 30 days if that helps.

 

http://www.zendesk.com

Edited February 4, 2015 by elliot-w

[robjd]

I never trust Spiceworks. It seems to eager to take license information and assume it sells it on.

[free780]

Kayako here. Can customise a lot.

[Liam]

We use os ticket. Very good. We have customised it to make it very corporate.

I have added our site staff onto it too. Works very well for us and thrm. Staff can login via ldap etc.

[sllorep]

I know that I'm a little late replying to this, but we have used SysAid Pro for the last 9 years and have found it unbeatable. I know that it is paid for, but with educational pricing it is still quite cheap. Support is amazing too. If we have any issues or questions from setup, usage, feature request, moving sysaid from one server to another, etc they have always been keen to sort us out. LDAP support, Exchange integration and lots of extra features.

Our Site Agents have an account on there too, so all IT jobs and Site jobs go on there too (under different accounts).

Ash

Edited February 27, 2015 by sllorep