DR3W Posted September 7, 2015 Posted September 7, 2015 Hi all, I've been tasked to do a little research project on helpdesk solutions for the main office/reception. In IT support we use ManageEngine Service Desk which is the most helpful tool ever as it lists all of the jobs we need to tend and can keep a record of the jobs we've done. Definitely keeps us on our toes, especially the first few weeks back into the new school year. The school manager who works in the main reception with the admin assistant's has asked if there is any kind of service desk software that they can use so they can keep track of the jobs that they need to get done in the main office as they're trying to minimize the traffic that is in and out of there. So I've had a little look about in the little time I have at the moment and there are plenty of names out there and many of them are focused on the IT side. Which solution, if any, would be best suited for the office environment? It needs to be super simplistic and straight forward... Or would ManageEngine be the best bet if there's nothing out there to cater to this need? Any names of software (whether it be installed or web based) that you may have insight/experience with would be extremely helpful. Thanks
NokiX Posted September 7, 2015 Posted September 7, 2015 One system which is quite good is Trello which isn't really a service desk but it allows you to create to do lists and create different lists for each person. Anyone with access can also move the jobs around meaning people can be allocated jobs from each other and then focus on only those jobs in their list. We use it along side the Manage Engine service desk to help us with planning what we need to order in the office but I would recommend looking into it since it's web based and I believe there is even a mobile app for it as well.
dbarry722 Posted September 7, 2015 Posted September 7, 2015 What about hesk @ http://www.hesk.com We use it extensively for all support across the school Declan
DGardiner Posted September 8, 2015 Posted September 8, 2015 i use fresh desk since it integrated nicely with Google Apps to manage my own workload, however would a private trello board not be easy enough for an admin office?
DorsetTech Posted September 11, 2015 Posted September 11, 2015 After using Spiceworks (free) and Kayako (paid), we now use Freshdesk. The free plan does the job for what we need, and it's simple to manage too. Reporting lacks on the free accounts but it's possible to export data to CSV to crunch if required.
rich_tech Posted September 12, 2015 Posted September 12, 2015 I use spice works for the inventory and have toyed with logging of Jobs in the past for tracking of time and recording work, though in terms of helpdesk, having looked at them all I find that manage engine is a better product in terms of a helpdesk because it offered very decent AD integration, something that was fiddly or non-existent in a lot of other products.
jdoyle Posted September 12, 2015 Posted September 12, 2015 We use Mantis. Fairly easy to use for techs and non-techs. Aimed at bug tracking but works as a ticket management system. Web based. Can process job requests via email and send updates via email. Good filtering mechanism, folders, sub-folders, different roles and access rights, ability to add extra user defined fields, add relationships between tickets, add users who need to monitor a ticket, add notes and attachments, assign issues to different users, export to Excel/CSV etc.
lholland421 Posted September 13, 2015 Posted September 13, 2015 We use osticket. It's free and we have it setup as a school help desk with several departments. It support, site staff , reprographics. Each department have their own list of tickets and email address that people can email to log a ticket. It works like a dream ! 1
bharathipriya Posted October 5, 2015 Posted October 5, 2015 Hi @DR3W, @NokiX, ManageEngine ServiceDesk Plus also has project management functionality which is available as an add-on. Here is the link to the feature - https://www.manageengine.com/products/service-desk/it-project-management.html. Along with help desk, you can also track all your jobs and tasks to suit perfectly for any office environment. Another benefit is, this project management module comes as an integrated package with help desk.
Sparticate7990 Posted October 5, 2015 Posted October 5, 2015 We can also recommend osticket, has made our job so much easier than our previous system,
MrKJLS Posted October 6, 2015 Posted October 6, 2015 Spiceworks now has a free cloud helpdesk. https://community.spiceworks.com/help-desk-cloud-edition
Fazza Posted October 6, 2015 Posted October 6, 2015 We use Hornbill SupportDesk - it's great value for money, FITS compliant and the support is brilliant! Never had any problems but have contacted support on several occasions asking if it's possible to do certain things and 9 times out of 10 it has been and the one time it wasn't, they took it on board and updated their software so it now is! There is a Windows client (not compatible with Windows 10) and a Web Based client that you can use too. We support multiple sites so use the web based client when out and about
Geoff Posted October 6, 2015 Posted October 6, 2015 We are using request tracker: https://www.bestpractical.com/rt/ There is a demo you can try here: Login
nikaso Posted October 7, 2015 Posted October 7, 2015 Another one for Freshdesk here, we use it for IT and it is great, we have offered it to other departments but they are less.....keen....on changes to anything!
daneil16 Posted October 7, 2015 Posted October 7, 2015 Spiceworks is a great free option, used it for 3 years then moved to OSTicket which is a more complete helpdesk which is also free! 1
Homer Posted October 8, 2015 Posted October 8, 2015 I recommend OP Smart Desk. It's not too expensive, it gets the job done, their development team are open to suggestions and it's tailored towards education. https://www.opsoftware.net/op-smartdesk-great-for-customer-support-ict-help-desk-and-asset-management/
claireadams Posted October 8, 2015 Posted October 8, 2015 I recommend OP Smart Desk. It's not too expensive, it gets the job done, their development team are open to suggestions and it's tailored towards education. https://www.opsoftware.net/op-smartdesk-great-for-customer-support-ict-help-desk-and-asset-management/ That's what we've been using for around 4 years now
psydii Posted October 8, 2015 Posted October 8, 2015 IT Service Desks don't make great general purpose service desks. I think looking at ZenDesk or SalesForce may be have better outcome than trying to bend and specialised IT service desk into a general purpose job tracking system.
ButterflyMoon Posted October 8, 2015 Posted October 8, 2015 Another here for Spiceworks does what we need and the staff seem to like it too
Pyroman Posted October 9, 2015 Posted October 9, 2015 Spiceworks is a great free option, used it for 3 years then moved to OSTicket which is a more complete helpdesk which is also free! On OsTicket, Have you got people authing using AD credentials to be able to log in and submit tickets? I've just installed it and I'm struggling to get it to work
DR3W Posted November 19, 2015 Author Posted November 19, 2015 (edited) @rich_tech Can ManageEngine be configured and used by two departments? So for example, in Support, we can all see the jobs that are coming in and take the ones we can do or assign them to whoever usually deals with that. In the office's case, the manager wants the jobs to be sent to her via the desk and then only wants the assistants to see what she assigns them individually and not what everyone else is doing. Is that possible? Edited November 19, 2015 by DR3W
zag Posted November 19, 2015 Posted November 19, 2015 I wrote a little php/mysql helpdesk that works well for out maintenance staff https://github.com/zag2me/Coffee
Pyroman Posted November 19, 2015 Posted November 19, 2015 After taking a while to get set up OSTicket is pretty good :-)
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