Multi school Helpdesk system

[MD120]

Is anyone using a helpdesk system which is used across multiple schools with different domain names but ultimately all jobs go into a single system and splits out to different systems, similar to how if a school had different departments using the same system but for instance facilities receive only emails sent to 'facilities@' where IT would only see 'ITSupport@' tickets. So [email protected] is seen by only specific staff where and emails to [email protected] would be seen by other users.

[Oaktech]

MAT is using OSTicket. It's a bit basic, but it does what you are asking for

[MD120]

Thanks Oaktech. This is with a view to an MAT using acriss multiple schools. When you say basic where do you find it's failings when compared to others?

 

Key for me is ability for users to email jobs form their own establishment and staff assigned to monitor that schools being able to see and respond but at the same time some staff with the service would not need to see certain tickets ever. I am always scepticle how well staff uses an interface to log and track tickets and find most just send an email and jobs are tracked through that route with agents responding back from the helpdesk and it sending back as an email to the end user.

[Oaktech]

It just doesn't feel feature rich compared to Sysaid or Royal Blue...

 

It does however do *exactly* what you're asking for though. The MAT has facilities and IT for 16 separate schools on it.

 

For example - head of IT for the trust sees all IT queues, Head of facilities for the trust sees all Facilities queues. My Manager who is the Exec head, can see tickets for both Facilities and IT and the reporting module, I see IT, the site manager sees Facilities. We can transfer tickets to other 'topics' - in this case departments, so if someone assigns to the wrong topic we can reassign.

 

I believe it also has a KB that can be enabled to provide a user searchable repository for self help.

[mdrabble]

Have you looked at ManageEngine HelpDesk - I've only used it within a single school but it does allow Multiple sites - it also free for upto 5 technicians. Can be on premise or cloud hosted (not sure if cloud hosting costs extra)

 

Can set SLA and assign tickets to technicians depending on site etc.

[dcwhitworth]

Have you looked at ManageEngine HelpDesk - I've only used it within a single school but it does allow Multiple sites - it also free for upto 5 technicians. Can be on premise or cloud hosted (not sure if cloud hosting costs extra)

 

Can set SLA and assign tickets to technicians depending on site etc.

 

We've used this for years, even back when we had to pay for it. Good product, very configurable.

[MD120]

I haven't looked at any specific yet mdrabble and was just putting the feelers out to see if any specific should focus on. I have used ManageEngine for the past year in a single school instance which I like and was going to speak to them about what they could offer.

[dcwhitworth]

I haven't looked at any specific yet mdrabble and was just putting the feelers out to see if any specific should focus on. I have used ManageEngine for the past year in a single school instance which I like and was going to speak to them about what they could offer.

 

If you go into Admin under Organization Settings there's a link to set up sites.

[MD120]

I have to admit i'd overlooked that section dcwhitworth but that looks very promising and knowing the system in an individual environment one that i'll be following up on.

[NewFormz]

I support a MAT with 3 schools and we use OS ticket for IT and SIte team requests. It's set up so that certain people at schools can only see jobs relating to that school. Whilst I can have an overview of everything.

 

It has all the features we need, ability to assign jobs to a team or individual, Built-in Knowledgebase, can add attachments, email to report jobs, set priority and the ability to add notes the customers can't see.

 

I'm sure there are more advanced options out there but this did everything we required and is free. A couple of bits were tricky to set up but we've been using it for over a year and haven't had any problems with it.

[dcwhitworth]

I have to admit i'd overlooked that section dcwhitworth but that looks very promising and knowing the system in an individual environment one that i'll be following up on.

 

Oh and since you have the requirement of different tickets going to different teams, we have exactly that here. We have one system with two input email addresses going to two teams (IT and Data), works pretty well.

[MatthewL]

ManageEngine seems to be a good product from what little I have seen of it, plus lots of extras like self serve password reset, audit tools etc. There will be a bit of configuration required but that will do what you want, know of a few that do that same with any system like this it's only as good as the data and setup you do.

[fdiogo]

You can try https://www.supportpal.com/ is a multibrand helpdesk 100% web. Is not free but is very cheap 19.95/month with no restricton for the number of techical. I use for 3 years and it does the job.

[p858snake]

Might be larger than what you want, but servicenow can do it

[chris11256]

We use ManageEngine here for a similar purpose. We share a Helpdesk system with our prep school. The email that users send to is the same([email protected]), but we have custom request views based on the associated site of the requester.

[bicky]

we use Zendesk for two schools, each school has their own support address i.e. [email protected] and [email protected].

Zendesk has triggers/rules to allocate ticket based on which address it has received.

[dean41]

Service now can do what you are asking. It’s the complete ITSM package.