ToffeeMan Posted June 1, 2015 Posted June 1, 2015 Hi Just wondering which helpdesk software people use? We have been using Spiceworks for a couple of years which is ideal for our IT Deparment. However as it has been going so well we are now looking to roll out a helpdesk across multiple departments (Estates, Catering, Marketing etc) who are all surprisingly buying in to the idea... I am intersted in one that does multiple departments and is on-site (our broadband can be a little iffy due to location) and is simple to use for not IT literate deparments So far I have come across Vision helpdesk, Kayako, Sysaid and Webhelpdesk who all seem to tick most of the boxes. Any suggestions or experiences would be gratefully received
unixman_again Posted June 1, 2015 Posted June 1, 2015 We use Hesk which is free; it's OK but not brilliant. It's all we need. The last school I was at used Sysaid. It has a nice feature which we used on the staff laptops. When a used pressed F11, it took them straight to the ticket screen, with their user details pre-populated. I can highly recommend Kayako, if you can afford it. We used it at a mobile phone e-tailer that I worked for and the help desk people loved the knowledge base and search, management loved the reporting and me as sysadmin, loved the support. As far as things go, IMO the Rolls Royce of help desk is Remedy but it's overkill for schools and I doubt a school could afford it. Kayako is probably overkill to.
cpjitservices Posted June 1, 2015 Posted June 1, 2015 OSTicket osTicket :: Support Ticket System | osTicket FOSS.
mowgli82 Posted June 1, 2015 Posted June 1, 2015 I have used Kayako not free but a good piece of software
machin05 Posted June 1, 2015 Posted June 1, 2015 If you're on Google Apps take a look at FreshDesk. 1
nelliott Posted June 1, 2015 Posted June 1, 2015 I use Freshdesk and have a custom made desktop support tool for users which generates tickets in the freshdesk.
Rodders Posted June 1, 2015 Posted June 1, 2015 Yeah, we use Freshdesk... it's pretty good overall and we've tried a lot of the others (Zendesk, OSTicket etc.) but with a lot of these it depends on how much you're willing to spend as some of the better features come in the higher priced bands.
machin05 Posted June 1, 2015 Posted June 1, 2015 I use Freshdesk and have a custom made desktop support tool for users which generates tickets in the freshdesk. Care to share?
timbo343 Posted June 1, 2015 Posted June 1, 2015 We use spiceworks and works well when staff use it. 1
bladedanny Posted June 1, 2015 Posted June 1, 2015 OSTicket osTicket :: Support Ticket System | osTicket FOSS. This, use it in multiple schools for multiple departments. Works really well.
nelliott Posted June 1, 2015 Posted June 1, 2015 I'm just fixing a few bugs it in at the moment, will share it shortly!
Techdw Posted June 2, 2015 Posted June 2, 2015 SpiceWorks. The IN THE COMMUNITY section has come in handy a couple of times.
NeustroEduIT_Christine Posted June 2, 2015 Posted June 2, 2015 Hello, Take a look at our Helpdesk software, which is free for 3 users. Help Desk Software. If you would like any additional information please don't hesitate to PM me. Many Thanks, Christine
truebluesteve Posted June 3, 2015 Posted June 3, 2015 Using Vision Helpdesk from last 3 years and I should say their V4 is far more better than any of your other choices , kayako is way too costly for the features they offer that the reason I have migrated to vision helpdesk and seems my decision was just right. +1 for VisionHelpdesk. Are you hosting it yourself or using them?
IrritableTech Posted June 3, 2015 Posted June 3, 2015 We started to use OPSmartDesk (OP SmartDesk - Great for Customer Support, ICT Help Desk and Asset Management. - OP Software Ltd) a couple of months ago. It's working out pretty well and users seem happy with it. You can set up multiple queues for different departments and it can be AD integrated. It is made and supported by @ICTNUT The room booking system has gone down well with teachers. 1
truebluesteve Posted June 3, 2015 Posted June 3, 2015 We use download license on our own premises, got all the help with installation from Vision helpdesk team. They offer both download and SAAS option. I will suggest you to contact them to make sure. Thanks. What version of the software are you using? - I'm a going to free trial the Servicedesk option as it has ITIL compliance but it is somewhat more expensive!
Geoff Posted June 3, 2015 Posted June 3, 2015 We are using Request Tracker. Open Source and runs on Linux.
NokiX Posted June 3, 2015 Posted June 3, 2015 We are using Manage Engine currently as it contains a very useful asset explorer which we deploy using group policy. This is allowing us to move away from older spreadsheets in favour of keeping our assets as part of our service desk system. https://www.manageengine.com/products/service-desk/
DavePa Posted June 3, 2015 Posted June 3, 2015 OSTicket osTicket :: Support Ticket System | osTicket FOSS. Another vote for OSTicket. Nice and simple and although we don't use as many of the features as others do if des everything we want. It came as a softaculous script with the hosting package that we have so we're not even hosting it ourselves
truebluesteve Posted June 4, 2015 Posted June 4, 2015 I have upgraded to Vision helpdesk V4 couple of weeks back and I am just loving the new features. Great you are trying them.. I guess they offer some discount for educational institutes. IT doesn't seem to have any LDAP/AD import facility to bring in users - so unless I'm missing something obvious, its a bit of a fail for us
NeustroEduIT_Christine Posted June 4, 2015 Posted June 4, 2015 When the helpdesk is set up correctly, all users have an email domain associated with them so that when any email is received from that domain NEUQS will automatically add the user record. So in your case School.com associated, for example will not need to set up users they are created by magic! if you want to speak to our Helpdesk guys for instance I can arrange
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