Cloud based helpdesk recommendations?

[fiza]

I am after a cloud based helpdesk system that allows users to have a portal to report issues and view existing issues. From the support side it must allow technicians to allocate time spent on a ticket.

 

Preferably free but limited funds may be available to subscribe to a service.

 

I have looked at spiceworks cloud edition but it doesnt allow users to view their existing tickets.

I have looked at the basic Freshdesk but it doesnt allow for time management.

 

Any suggestions?

[Rob_D]

We use ManageEngine Support site here https://ondemand.manageengine.com/service-desk/ (we use the onsite version but the cloud version looks like the same product)

 

I'm not sure you can manually set the time a technician spent on a ticket, but it does automatically track how long a job has been assigned to a technician.

It may not be quite what you're after but it's worth checking out.

[DavePa]

We use OSTickets which is free but, like ManageEngine, may not be able to allocate time spent.

[dry]

Spiceworks have fairly recently released a free cloud-based version of their helpdesk. It's still in early days so there are certain features that are available in full fat Spiceworks that aren't on the cloud-based version.

 

I've just checked and yes you can allocate time spent.

[Badzeye]

We use Acello and it allows you to allocate time on your tickets and set up and assign projects to yourself or other team members for them to complete.

[Jamoire]

We use ManageEngine Support site here https://ondemand.manageengine.com/service-desk/ (we use the onsite version but the cloud version looks like the same product)

 

I'm not sure you can manually set the time a technician spent on a ticket, but it does automatically track how long a job has been assigned to a technician.

It may not be quite what you're after but it's worth checking out.

 

You could possibly do it in Manageengine ServiceDesk by creating a task linked to the ticket, and in the tasks you can set the Task Start and finish times.

Edited April 15, 2016 by Jamoire

[fiza]

Spiceworks have fairly recently released a free cloud-based version of their helpdesk. It's still in early days so there are certain features that are available in full fat Spiceworks that aren't on the cloud-based version.

 

I've just checked and yes you can allocate time spent.

 

Spiceworks cloud doesnt allow users to view their existing tickets.

[lukehem]

We use something called BT Portal, we use it for a few of our departments. Our caretakers use it as well as us the IT department.

 

https://btportal.co.uk

 

They sent out an email with a a demo login last week actually.

 

I think the login was.

 

Username: [email protected]

 

Password: password123

[fiza]

I think I have found what I was looking for. I am testing out ManageEngine ServiceDesk Plus On-Demand which is free and has the functionality I need.

 

Thanks for all the suggestions.

Edited April 20, 2016 by fiza

[Iain.Faulkner]

I've been using this site to do a customised Sharepoint 365 site

 

Trouble Ticket Template for SharePoint 2013 - Helping to Prevent Technological Defenestration.

 

worked well when I had it on a standalone sharepoint server and just tweaking it now for sharepoint 365, but looking good so far.

[CHM-ITServices]

We use Freshdesk. It's brilliant! You can have 3 technicians for free. It has built in games which i use as a means of keeping my team on task and it creates a bit of competition between us all. Things like 'Customer Wow champion' for the person with the most positive feedback!

 

I would definitely recommend it.

[fiza]

We use Freshdesk. It's brilliant! You can have 3 technicians for free. It has built in games which i use as a means of keeping my team on task and it creates a bit of competition between us all. Things like 'Customer Wow champion' for the person with the most positive feedback!

 

I would definitely recommend it.

 

unfortunately there are 4 of us. I am playing with Service Desk On-Demand and it seems to fit the bill niceley. Its also free.