LukeC Posted January 9, 2017 Posted January 9, 2017 (edited) Hello, Im looking at pruchasing/implementing a helpdesk solution to be used by multiple schools on one domain. We currently use spiceworks for the high school im based at but i feel i want a better soltuion for the primaries we provided a service too. Can anyone recommend a good solution. Requirements AD integration and the option to create accounts off email address Log cases via email and portal Simple to use Ideally cloud hosted Moden feel Responsive for mobile devices Remote support option (like logme in or isl online) Thanks in advance Edited January 9, 2017 by LukeC
zag Posted January 9, 2017 Posted January 9, 2017 Good bunch of requirements there, let me know if you find all that I wrote an opensource one in my signature but it isn't as advanced as you would like, just simple.
robyholmes Posted January 9, 2017 Posted January 9, 2017 Spiceworks Cloud fulfils all the requires bar remote support.
Mjstone1 Posted January 9, 2017 Posted January 9, 2017 I use freshdesk which works well, especially with staff being able to email a support email address and not necessarily need to go to the site to create an account. When staff have emailed they then get an email asking them to create an account if they want to. It does also support Active Directory integration: https://support.freshdesk.com/support/solutions/articles/2018-active-directory-integration and has a log me in plugin for remote support: https://support.freshdesk.com/support/solutions/articles/29369-the-logmein-rescue-app I haven't used these two options though so can't say how well they work etc 1
mbuk70 Posted January 9, 2017 Posted January 9, 2017 I've just started to look at manageengine help desk for our Trust, you can have multiple schools on there and assign Technicians to multiple schools for remote support. Not sure if it integrates with AD, haven't got that far yet.
kearton Posted January 9, 2017 Posted January 9, 2017 Not sure if it integrates with AD, haven't got that far yet. It does 1
Rob_D Posted January 10, 2017 Posted January 10, 2017 +1 for ManageEngine. We've used it here for a few years now. Only thing on your list it doesn't do (as far as I know) is remote access. 1
SamHeald Posted January 10, 2017 Posted January 10, 2017 After recommendations on a google forum last year, we implemented Freshdesk. I'm sure it hits most/ if not all your requirements. We've had it for about a year now and the IT team and the users like it. Freshdesk are also always adding new features and updates.
Dom_ Posted January 10, 2017 Posted January 10, 2017 +1 for freshdesk, we use it with all our primaries and find it great. Has an app too (although that's not fantastic)
neonetman Posted January 10, 2017 Posted January 10, 2017 We use GLPI, but have written a PHP front end for it to make it look more user-friendly.
nathan Posted January 20, 2017 Posted January 20, 2017 Just out of interest, what sort of prices are people paying for ManageEngine and is based on user agents?
Rob_D Posted January 20, 2017 Posted January 20, 2017 Just out of interest, what sort of prices are people paying for ManageEngine and is based on user agents? The licensing for the ManageEngine helpdesk (without any add-ins) is based on the number of technician accounts. It costs us approx £200 a year for a 10 tech licence for the "On Site" version. 1
LukeC Posted January 20, 2017 Author Posted January 20, 2017 Thanks All. I have decided to stay with spiceworks locally hosted with a few tweaks due to cost and all having a small team at the moment. Does everything i need with the exception of remote support and 3rd party user log in which i can get round.
jmak Posted January 20, 2017 Posted January 20, 2017 I'm just starting out on this road and have gone for Spiceworks Cloud helpdesk. You can link your on premises installation to the cloud set up. Would that allow you set up a 3rd party login?
ITGURU Posted January 20, 2017 Posted January 20, 2017 We have used OSTICKET for a few years now and works well. Create technicians, you can assign jobs as they come in. All users still email our IT support address, OSTicket reads it from the mailbox and generate the ticket and emails to notify us. You don't have to pre-populate users. The first time they email support it auto populates them in the system, then you can manually create tickets and select their name. It's free and locally hosted on our server. - - - Updated - - - If it's cloud based what happens when the internet goes down and the users want to report the internet down?!
synaesthesia Posted January 20, 2017 Posted January 20, 2017 We've also quite recently started (well, 6 monthsish) using OSTicket and have found it fairly awesome. Very powerful & flexible
jmak Posted January 20, 2017 Posted January 20, 2017 We have used OSTICKET for a few years now and works well. Create technicians, you can assign jobs as they come in. All users still email our IT support address, OSTicket reads it from the mailbox and generate the ticket and emails to notify us. You don't have to pre-populate users. The first time they email support it auto populates them in the system, then you can manually create tickets and select their name. It's free and locally hosted on our server. - - - Updated - - - If it's cloud based what happens when the internet goes down and the users want to report the internet down?! If it's really down, I should notice without it being reported [emoji14] If it's in school hours, they'll find me. If it's out of school hours [i don't care] either it's their own internet connection which is not my problem, they can report the school internet down using their own internet connection, or the internet is down and life as we know it will have stopped! /End sarcasm I know it's not infallible, but I'm a one man band, not a global enterprise and it needs to be quick, free and not an extra job for me to manage. Also our servers aren't exposed to the internet, so if the users were out of school or our server was down they wouldn't be able to report it. The best solution would be a hybrid system which Spiceworks allows, but I don't have time to set it up at the minute.
nathan Posted January 20, 2017 Posted January 20, 2017 We've also quite recently started (well, 6 monthsish) using OSTicket and have found it fairly awesome. Very powerful & flexible Do you know if it's possible to split the tickets between location? Say we have 5 primary schools, can we have 5 groups of tickets and the 5 technicians can only see their own schools tickets? Also is it possible to generate tickets based on the email ending (move the ticket to the correct school)?
Edu-IT Posted January 20, 2017 Posted January 20, 2017 Do you know if it's possible to split the tickets between location? Say we have 5 primary schools, can we have 5 groups of tickets and the 5 technicians can only see their own schools tickets? Also is it possible to generate tickets based on the email ending (move the ticket to the correct school)? Yes, all of that was possible when I looked at it.
kearton Posted January 20, 2017 Posted January 20, 2017 (edited) The licensing for the ManageEngine helpdesk (without any add-ins) is based on the number of technician accounts. It costs us approx £200 a year for a 10 tech licence for the "On Site" version. Incorrect. It's been free for quite a while now... I applied for more than 10 licenses a few months ago and got them free no probs. https://www.google.co.uk/amp/s/techcrunch.com/2014/03/05/zoho-seeks-to-disrupt-it-helpdesk-market-by-offering-servicedesk-for-free/amp/ Edited January 20, 2017 by kearton
mikeprice Posted January 20, 2017 Posted January 20, 2017 Have to say I am getting fed up with with Spiceworks it keeps sending me emails saying one of the system is down - but it is fine - and as it is seldom used it cannot be a loading problem also it frequently says on of the printers has lost contact - which has been on-line and fine all week and clearing the alerts doesn't happen automatically as it should hmmm at the moment it uses up more of my time than it is supposed to save
nathan Posted January 23, 2017 Posted January 23, 2017 Incorrect. It's been free for quite a while now... I applied for more than 10 licenses a few months ago and got them free no probs. https://www.google.co.uk/amp/s/techcrunch.com/2014/03/05/zoho-seeks-to-disrupt-it-helpdesk-market-by-offering-servicedesk-for-free/amp/ Is that because you are in education, because on their site they mention; Is there a limit on the number of technician logins allowed in the ServiceDesk Plus free version? Yes. The technician limit across different editions is mentioned below. Standard edition - 5 Technicians Professional edition - 2 Technicians & 250 nodes Enterprise edition - 2 Technicians & 250 nodes
jmak Posted January 23, 2017 Posted January 23, 2017 Is that because you are in education, because on their site they mention; Is there a limit on the number of technician logins allowed in the ServiceDesk Plus free version? Yes. The technician limit across different editions is mentioned below. Standard edition- 5 Technicians Professional edition - 2 Technicians & 250 nodes Enterprise edition - 2 Technicians & 250 nodes I saw that on their pricing page, but they also have this on their website: https://www.manageengine.com/products/service-desk/free-helpdesk-revolution.html Last year, ManageEngine did something legendary. We made the standard edition of ServiceDesk Plus free without any restriction on the number of users, technicians or tickets [/Quote]
CAWJames Posted January 25, 2017 Posted January 25, 2017 +1 for OSTicket here too, does everything we need, hosted on one of our Centos7 HTTPD servers, AD integrated, use it for IT and Maintenance tickets
Spl1t Posted January 30, 2017 Posted January 30, 2017 Has anyone figured out a way of mass importing vendor / customers into the Spiceworks system? I was hoping there would be a .csv file to import; the ticket import tool works fine.
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