Helpdesk software

[CAWJames]

OSTicket here too, for many years, use it for maintenance and for IT, integrates with AD too

[IanN]

Hi,

 

I'd be interested to know if anyone uses helpdesk software that understands Incident, Problem and Change Management on top of the requirements mentioned at the start of this thread. We currently use multiple installs of Spiceworks but it cannot report against targets such as a 70% of unknown problems becoming known problems within 2 days.

 

Thanks

[wickit]

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.

 

I have implemented a very simple help desk using O365 Sharepoint lists and flow for the email notifications. not looked into reporting yet, but it wont be too hard.

Pretty easy to make a power app for it too.

Edited March 21, 2018 by wickit

[ModeratelyGruntled]

Thanks for all your suggestions!

 

We are in the advanced stages of piloting Freshdesk having got the SSO working with azure. Aiming for a big unveiling after easter. Liking it a lot - and the estates team love the app. Not bad at all for a freebie!