School Helpdesk System

[RichardHoughton]

We are looking to replace our BMC Track IT Helpdesk System - we need more reporting features - Custom, scheduled reports, Dashboard, Quick Chat, AD integrated, Knowledge Base, Alerts, Multi Teams of Technicians and Round Robin (not all the list).

What systems do you use / suggestions.

[hardtailstar]

Most people here use Spiceworks.

 

https://www.spiceworks.com/

[winng]

Most people here use Spiceworks.

 

https://www.spiceworks.com/

 

+1 to Spiceworks

[bennz]

there is also Freshdesk and JiraServiceDesk

but +1 for Spiceworks

[Passat1983ICTech]

hi there we us sysaid for help desk web base

[Snoochieboochies]

Spiceworks is good. The only downside is that the search results function sucks so it becomes a chore to look up previous closed tickets..

[CHM-ITServices]

we use freshdesk - it's really good!

[RichardHoughton]

I have a shortlist - unfortunately Spiceworks does not allow Round Robin allocation to teams - Samanage and BMC Remedy Force are on the list still looking at others.

 

Anyone used the above?

[tobiasclarity]

We use ManageEngine Service Desk. Works great for what we need and does a whole host of other things like purchasing etc

[Jonathan_Man]

We have just started to use NetHelpDesk. Pretty simple to set up and quite customisable.

[forkies]

I have a shortlist - unfortunately Spiceworks does not allow Round Robin allocation to teams - Samanage and BMC Remedy Force are on the list still looking at others.

 

Anyone used the above?

 

I believe there is a round robin plugin for spiceworks.

 

https://community.spiceworks.com/appcenter/app/plugin_1713

[MartinRouterKing]

We have just started to use NetHelpDesk. Pretty simple to set up and quite customisable.

 

This is expensive isn't it? Or is there an educational discount?

[ricki]

I like spiceworks and have used is ticket

[Jonathan_Man]

This is expensive isn't it? Or is there an educational discount?

 

Not too expensive, got educational discount as well.

[RichardHoughton]

I have made some progress, got a shortlist - Solarwinds WebHelpdesk, ManageEngine, Samanage, Nethelpdesk - any user experiences, pitfalls, etc

[Areku]

+1 spiceworks

[RichardHoughton]

Thanks for the reply, the only problem with Spiceworks - some of the features we need are missing

[ADMaster]

I use webhelpdesk, very flexible with custom fields and workflows. It handles asset and part inventory too, can even sync computer info from sccm.

Any questions feel free to ask. I've been using it for 6 years or so, before solar winds bought it.

[RichardHoughton]

Thanks - That is really helpful, I have nethelpdesk today which also looks great - I was a little flat with the new UI for WebHelpdesk - but the features are good

[ADMaster]

I just updated to the new version today, not a fan of the new UI either. I'll be changing the colors and possibly adding custom css.

[RichardHoughton]

I had the demo of NetHelpdesk - if honest that would be my personal favourite - next week Samange and ManageEngine + and looking at Sysaid and IssueTrak used a Helpdesk comparison tool

[Davit2005]

ManageEngine - ServiceDesk PLus. Not free but maybe worth a try. Or

 

I've used quite a few, personally not a fan of Spiceworks since it doesn't seem to work unless it has Internet connectivity.

 

Or take a look at this.

 

http://uk.pcmag.com/software/70330/guide/the-best-helpdesk-software-of-2017

Edited June 23, 2017 by Davit2005

[RichardHoughton]

Yes that one is next week - I had demo, looked very good - thanks for the site - I used this one and added my filter requirements - Top 20 Help Desk Software 2017 - Compare Reviews

[Olliekai]

Colours of the world

Spice up your life

Every boy and every girl

Spice up your life

People of the world

Spice up your life

Aah

(Spiceworks!)

 

Most people here use Spiceworks.

 

https://www.spiceworks.com/

[psydii]

How big is your team that you need round robin? We use SysAid Education Edition and it does everything apart from RR. Not the prettiest, but evolving at a pretty steady rate over the last six years.