Helpdesk Software / Cloud Solution

[WAJS]

Hi All,

 

Do you use a helpdesk facility at your place of work? If so, what is it and how well does it work? Do you feel it helps your staff and yourself be more efficient?

 

I want to implement Sysaid in my "new school" as we used the free version at my last school. I feel that if staff can log a ticket AND see their job progress it must be better than passing me in the corridor?

 

Many thanks

 

John

[robyholmes]

Spiceworks here, the onsite version. Does inventry and helpdesk all in one package. Very useful tool. They now offer a online version of the helpdesk, but for me having the inventry tied in (With auto searches) means when a staff member logs a ticket you get all the device info with it.

 

EDIT: Also a shout for Spiceworks Network Monitor, live monitoring of servers and switches.

[RLR]

+1 for onsite Spiceworks. Free and easy to setup.

[Geoff]

We use Request Tracker. A doddle to use (it's all web based, or as an end user you can just interact via email). If you have someone who knows Linux on hand they can get it working within a day.

 

Version 4.4 has just come out. I've not managed to try it out yet, but the new features look impressive.

[DavidHolderness]

Other than spiceworks,if your school has sharepoint it is relatively easy to make a ticketed help desk system integrated with outlook (for auto replies) and a sharepoint site using just lists and workflows.

Took me about 2 hours to get going.

[WAJS]

Do your end users like the idea of a ticketing system?

[RichCowell]

+1 for Spiceworks, they have a hosted option too (for a fee)... but I've had it installed locally for years now and it's been great...

[NetworkNinja]

We did use spiceworks but then we decided we wanted to use a cloud based. Every since we have used Zendesk and it works a treat. Not expensive either.

[jonnykewell1]

Do your end users like the idea of a ticketing system?

 

It depends who you ask. Some will use it and some will still ring up or e-mail. "I know I should use the helpdesk but.."

[WAJS]

So, Spiceworks, is it easy to setup? (In general)

[robyholmes]

So, Spiceworks, is it easy to setup? (In general)

 

Yep pretty easy. Download from here:

Free Spiceworks Download - IT Management for Tablets & Mobile Devices

 

You’re best installing it on its own VM. I would suggest 4 VCores and 4GB RAM. Install Win Server then put Spiceworks on top. The wizard will setup regular scans for you. You can pull users from AD if you have the email field populated. You can edit the look of your portal (Although I suggest you install some plugins to help with this, by default its quite limiting). Then just point your users to the portal and your away.

You can setup outgoing emails and incoming (Email to ticket). You can even setup remote installations if you have sub sites or other schools you look after. We have this setup here so any tickets get passed back to the central helpdesk, along with all the device info.

[ITGURU]

Using osTicket here, it's free, and just added it as another application on our web server.

Hadn't used a ticket system for the last 12 years, but thought it would be good for us all to use to better manage emails that come in to IT Support.

Motivates the team and they even wanted a competition and a prize for the most closed tickets! Wouldn't go back now it's in place.

[jcookhgs]

/subscribes.

What about systems not solely for IT Support departments? In the early stages of looking for a system (to replace an old in-house system) that can handle different departments input criteria on the initial logging screen. Such as Reprographics or Catering where there may be upwards of 20 unique inputs to outline the jobs requirements.

[johnhart96]

We use ManageEngine Service Desk Plus here