Helpdesk recommendations - specific requirements

[mcrompton01]

Hi,

 

I'm hoping someone may be able to point me in the right direction or recommend a decent bit of kit for a helpdesk. We are a multi academy trust and want to use a single help desk across all sites (4 at the moment). However we are struggling to find one that meets our requirements which are:

 

1. User authentication against multi standalone domains (sites are joined and we have full visibility of each schhol)

2. Must be able to restrict certain categories to certain people. E.g. ICT cannot see HR queries.

3. Customise the user interface to match our branding

4. Custom fields for each category

5. Can handle change management requests

6. Option: Can be used for a MAT wide inventory of both IT and non-IT equipment

7. Option: mobile app or mobile optimised

 

Can anyone out there recommend a helpdesk that might fulfill these?

 

Thanks in advance as I know this is a big ask.

 

Mark

[rich_tech]

I work in a company that uses sys aid - www.sysaid.com - this fits the majority of what you ask I believe and has educational pricing, You can ask them about a lot of the stuff you want, it should be able to do it from what I understand of them, they are very approachable.

[chrispounds]

Not sure about the Inventory side, but a school in our trust uses JitBit? It's a tad expensive, but customization is possible. I have set up OSTicket here (free), to great success.

[Davit2005]

SysAid, very configurable

[Al_NetSupport]

Hi Mark,

 

I have sent you a PM ref NetSupport ServiceDesk, it's our low cost HelpDesk solution which you can use standalone or linked to our IT Asset management ( NetSupport DNA) or Classroom ( NetSupport School) solutions. Hopefully another option for you to consider.

 

There are certainly a good range of different Helpdesk solutions used by schools, and all have their merits.

 

Al.

[blueplanetit]

We use SysAid, very configurable not had any issues. Watch the costs based on the number of assets you have, I believe their licensing involves the number of assets on the system.

[nathan]

I've been using Vision Helpdesk. Lots of options available including ITIL based stuff.

 

We have a SLA for IT, Finance and HR so i'm just working out how to use SLA's with it.

 

Also has a gamification feature that gives you points based on how quickly you reply to tickets etc

[mcrompton01]

Thank you for all the feedback, I'll be looking at these in more detail.

[NB9457]

I've been playing with LanSweeper, so far I am liking it!

 

Can't fault Sysaid either

[sluggster66]

Richmond systems is another that does most if not all of what you are asking.

 

We use it to support 5 schools all on separate domains.

 

Drop me a line if you want further info.