Helpdesk - Anybody Using Samange?

[CHSGM]

Currently looking to implement a Helpdesk solution and would just like to know if anybody is using this in their environment and overall opinion of it.

 

https://www.samanage.com/service-desk/

 

Thanks

[crwardell]

I’ve not used samange so cant I really comment other than I would never pay for an helpdesk, when you can get excellent products like spiceworks for free.

[rich_tech]

I wouldn't pay for that either, there are lots of free options with help desks and you can usually find one to suit after a bit of trial and error.

 

I have used and trialled Spiceworks, ManageEngine Service Desk Plus, HESK, iTOP, OSTicket and Sysaid

 

https://blog.capterra.com/the-7-best-free-help-desk-software-tools/

[CHSGM]

I’m extremely likely to go with Freshdesk, but was purely interested at getting feedback about how much power it has.

[markwilfan]

I’m extremely likely to go with Freshdesk, but was purely interested at getting feedback about how much power it has.

I really liked freshdesk when I trialled it but couldn't justify the subscription

[dapaulio]

Sorry to hijack this thread.

I’m looking for a basic easy to use interface to use with our maintenance team.

Which one of the suggested would be best option.

[AlanD]

Sorry - we use some free software - that no longer seems to be available....and like most systems - is too complicated in some aspects - and not all the functionality I'd like in other areas. The only real solution is to test as many as possible and come to your own conclusion as to which fits your particular set of circumenstances.

 

My biggest complaint would be that users rarely take the time to describe the problem....and say "My computer doesn't work - I left a message on the answering machine yesterday, but no one has fixed it".....They did indeed leave a message, but neither told you who they were or which of the computers they might have used has the fault. In fact you still don't know which computer it is....so you update the ticket accordingly. They eventually reply giving you the information, you go there..and it seems fine..and update the ticket. Then you get "...its the MIS that doesn't work..."...and go there a second time..to find the MIS system seems to work fine....and update the ticket. Then you get "when I do X and Y Z doesn't happen on the MIS"...which as it turns out isn't true - and only eventually when you catch the person at the computer and are able to see what they are doing notice its their inability to make a selection before doing X and Y that stops Z from working. Ah well...given how well computing and ICT seems to be taught these days - often by those with neither a degree and seemingly no expertise we can look forward to perpetuating another generation of luddites to keep us in a job.

[dapaulio]

Not looking for anything which requires a lot of input. Needs to be the simplest of simples. .

Just need a system that centrally catalogues jobs and staff log a job from their computers and the maintenance team action and close it.

[markwilfan]

Not looking for anything which requires a lot of input. Needs to be the simplest of simples. .

Just need a system that centrally catalogues jobs and staff log a job from their computers and the maintenance team action and close it.

We use osticket for this. Shared between IT and site. Does the trick

[FragglePete]

Another +1 for OSTicket. Got it running on a IIS Server with PHP and MySQL - integrated with Office365 as well, LDAP plug-in as well and works like a charm. Really has improved how we do things and staff are really starting to like it.

 

Pete

[markwilfan]

Another +1 for OSTicket. Got it running on a IIS Server with PHP and MySQL - integrated with Office365 as well, LDAP plug-in as well and works like a charm. Really has improved how we do things and staff are really starting to like it.

 

Pete

I've used webhelpdesk, Richmond help desk, opsd and osticket in production in busy IT environments. Osticket is my favourite followed by webhelpdesk mainly for the inventory built in