ModeratelyGruntled Posted February 8, 2018 Posted February 8, 2018 Apologies if this has been done a million times before! Looking for a helpdesk solution. Requirements: 1. Multiple agents (probably at least 5 across IT and Estates teams) 2. emails to 'helpdesk@...' are turned automatically into tickets 3. Web based, including forms for ticket submission 4. Ability to assign tickets to individual's queues. 5. Escalation 6. Integration with Azure AD/Office 365 (outlook?) 7. Stat/reporting We have a small budget for this. I've looked into setting up a sharepoint solution but it needs to be cleaner from a management perspective (for the site team!) - though if anyone has any experience in this I'd be delighted to hear from them. What are people using and can anyone recommend anything based on the above? Thanks in advance!
theeggmaster Posted February 8, 2018 Posted February 8, 2018 Spiceworks is the obvious one for me. The self-hosted one should do all of the things you require, and it's free. There is also a free cloud-hosted version which has fewer features, but might still fit your needs.
neb1355 Posted February 8, 2018 Posted February 8, 2018 Have used Spiceworks and Web Help Desk in the past, both have never been particularly great imo. Spiceworks is probably better but I've always found it a bit flakey, but then again it is free. We're currently using ManageEngine Service Desk Plus which is free for up to 5 Technicians. We have this split between 3 ICT Techies and 2 Caretakers, all tickets are coming in to the Helpdesk and filtered appropriately depending on which email address users contact etc. Fantastic so far, and I think it has everything you've asked for!
FN-GM Posted February 8, 2018 Posted February 8, 2018 Spiceworks is the obvious one for me. The self-hosted one should do all of the things you require, and it's free. There is also a free cloud-hosted version which has fewer features, but might still fit your needs. There is no real support for multiple departments. For example maintenance will be able to interfere with IT tickets.
synaesthesia Posted February 8, 2018 Posted February 8, 2018 OSTicket. Tick, tick, tick tick and tickety tick. And free.
ModeratelyGruntled Posted February 8, 2018 Author Posted February 8, 2018 Spiceworks is the obvious one for me. The self-hosted one should do all of the things you require, and it's free. There is also a free cloud-hosted version which has fewer features, but might still fit your needs. Have used Spiceworks and Web Help Desk in the past, both have never been particularly great imo. Spiceworks is probably better but I've always found it a bit flakey, but then again it is free. I've looked into Spiceworks a few times previously but never gone for it - it's either too much or not enough. In this case: - Limited (ie none) integration with Azure/Office 365 (only local AD) - As mentioned, no option to have a ticket submitted only to one team - tickets submitted by email have to go to [email protected] - so i'd have to put a rule in to get around this. - seems to be lacking in escalation - ie all tickets are initially assigned to T1 support, escalated to T2 if T1 can't close etc If you're using it and have ways around this, let me know!
ModeratelyGruntled Posted February 8, 2018 Author Posted February 8, 2018 OSTicket. Tick, tick, tick tick and tickety tick. And free. How did you find the setup/integration with existing systems (ie 365/azure) assuming you're self-hosted? We don't really have a public facing webserver here - this may be an issue!
neb1355 Posted February 8, 2018 Posted February 8, 2018 I've looked into Spiceworks a few times previously but never gone for it - it's either too much or not enough. In this case: - Limited (ie none) integration with Azure/Office 365 (only local AD) - As mentioned, no option to have a ticket submitted only to one team - tickets submitted by email have to go to [email protected] - so i'd have to put a rule in to get around this. - seems to be lacking in escalation - ie all tickets are initially assigned to T1 support, escalated to T2 if T1 can't close etc If you're using it and have ways around this, let me know! Definitely think you should have a look at ManageEngine Service Desk Plus. Sounds like it ticks those boxes!
synaesthesia Posted February 8, 2018 Posted February 8, 2018 Can you define exactly what you need to integrate and why? With email polling set up, it'd create/update calls automatically, you can have queues etc for [email protected] [email protected] [email protected] and it'll create the job for the relevant department where they can assign tickets as they please.
tj2419 Posted February 8, 2018 Posted February 8, 2018 Maybe worth thinking about what types of attachments may be sent on to the helpdesk in terms of GDPR. Where are the cloud ones hosted etc? This is what I am trying to get my head around with Freshdesk.
ModeratelyGruntled Posted February 8, 2018 Author Posted February 8, 2018 (edited) Can you define exactly what you need to integrate and why? With email polling set up, it'd create/update calls automatically, you can have queues etc for [email protected] [email protected] [email protected] and it'll create the job for the relevant department where they can assign tickets as they please. Basically as much integration as possible - hence why I started looking at Sharepoint. At a very basic level - a 'helpdesk@ourdomain' email identity to make submitting tickets as easy as possible for the end users. A portal that the user can log into (using existing 365/azure id) to check the status/respond to open tickets. At agent level, integration with outlook calendars and tasks. Our ICT inventory and Wiki is stored in a combination of o365 sites and services, so would be good to get these in the mix as well. Edited February 8, 2018 by ModeratelyGruntled
bennz Posted February 8, 2018 Posted February 8, 2018 Im a big fan of jira service desk, link. it tickets most of not all your boxes.
Rob_D Posted February 8, 2018 Posted February 8, 2018 We use ManageEngine ServiceDesk Plus, which meets all of your requirements, and is free for up to 5 technician accounts.
PotNoodleTech Posted February 8, 2018 Posted February 8, 2018 Oot of interest, you guys using manageengine servicedesk+ do you use the on premise or the cloud version?
Rob_D Posted February 8, 2018 Posted February 8, 2018 We use the on-premise. But from what I've seen, the cloud one seems to work the same.
Roberto Posted February 8, 2018 Posted February 8, 2018 Im a big fan of jira service desk, link. it tickets most of not all your boxes. we run Jira Service Desk on site. I'm a huge fan of it and I believe it meets the requirements.
bennz Posted February 8, 2018 Posted February 8, 2018 we run Jira Service Desk on site. I'm a huge fan of it and I believe it meets the requirements. We have the cloud version, staff love the portal and we have it linked into confluence for guides etc great tool costs around $20 a month.
SchoolCloudSystems Posted February 8, 2018 Posted February 8, 2018 We may be an EdTech supplier rather than a school, however we use https://www.helpscout.net/ and can thoroughly recommend.
ADMaster Posted February 9, 2018 Posted February 9, 2018 What did you not like about Webhelpdesk? I assume the Manage engine free is only the standard version? I've used webhelpdesk for 7 years now. I'm not sure if Manage engine had the free offering then. Back then my top picks were webhelpdesk and sysaid. Sometimes I consider moving to something free just for the price tag, but dread migrating ticket history. I also use the asset / parts / PO piece albeit not as much as I should. Have used Spiceworks and Web Help Desk in the past, both have never been particularly great imo. Spiceworks is probably better but I've always found it a bit flakey, but then again it is free. We're currently using ManageEngine Service Desk Plus which is free for up to 5 Technicians. We have this split between 3 ICT Techies and 2 Caretakers, all tickets are coming in to the Helpdesk and filtered appropriately depending on which email address users contact etc. Fantastic so far, and I think it has everything you've asked for!
derf Posted February 9, 2018 Posted February 9, 2018 We use osTicket with LDAP integration, used for all areas of the school, not just IT. Very stable, flexible, and of course free! There is a plugin for OAuth that should handle Azure but I've never tried it so can really comment too much.
JackCPickup Posted February 9, 2018 Posted February 9, 2018 How did you find the setup/integration with existing systems (ie 365/azure) assuming you're self-hosted? We don't really have a public facing webserver here - this may be an issue! If that's really an issue then get it set up on the cheapest Vultr instance and get it installed on CentOS 7
MisterTechMan Posted February 9, 2018 Posted February 9, 2018 SupportSystem variant of OSTicket (hosted version). Can't fault it!
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