Help Desk software

[blahblah2]

Hi All

 

I am looking for web based help desk software. It will need to process IT support requests, training requests and order requests. Does anyone know of a good program that I could test out.

 

Thanks for your help

[Mark182]

spiceworks

[localzuk]

If you want it all handled in one "queue", Spiceworks.

 

If you want to split things out, I'd say look at Request Tracker. Its more complex to set up, but infinitely more configurable.

[kidpressingbuttons]

Fresh desk!!

[bharathipriya]

Hello,

 

I recommend to try out Help desk software | Asset Management | ITIL. You can provide your users a service catalog to submit all their service requests. You can create different templates for support requests, training requests and order requests and allow your users to submit service requests in a single click. Then, it will be assigned to concerned technician automatically. Based on SLA defined, response and resolution due time will be set. If it is elapsed, escalation process will get triggered and will get assigned to tier 2 technicians.

 

ServiceDesk Plus covers all these features in their free edition that is free forever for unlimited number of technicians, tickets and users.

[Disaster]

Lucky you created a thread for it, as I don't think we have any other Helpdesk threads knocking about on edugeek....

[abillybob]

I setup a google site, not only is it a helpdesk using Google list widget it also provides other information such as the main school calendar, contact phone numbers and IT announcements.

[rich_tech]

ManageEngine Service Desk Plus I am looking at, its better than spiceworks imo (I used to use that, I think its trying to do to many things though now and has caused issues with our networking with the scans recently)

[Oddbod]

+ve for ManageEngine, used to use that 7 years ago. Installs an active agent on all PCs (and macs after initial development) that reports back to ManageEngine, so you can pre-empt support issues, licensing, upgrades, etc and sort them out before they become a problem - a bit like nagios for desktops, or lithium…

[browolf]

You can get a free version of online manage-engine for limited technicians.

[cpjitservices]

This one.

 

osTicket :: Support Ticket System | osTicket

 

Free, Simple. Bang on.

[mrnoisy]

We've used manage engine for the last 2 years, really happy with the free version and may even go paid this years so we can use some of the other features

[rddearing]

Another vote for ManageEngine - running since August 2013 and the first time an ITIL level service desk introduced to the College. Quickly adopted by Staff, Pupils and Technicians. Nice SQL backend for reporting out to VLE with a "view my open tickets" page as an example.

 

Also looked at Spiceworks but found it a potentially too busy environment for end users.