which helpdesk

[Chris]

I am looking into buying a good heldesk software, could be application or web based. I have already got Liberum but it doesnt meet school's requirements and lacks functionality such as automated email response when you close or modify a logged call. Also reporting on performance of the team. Daily, weekly and monthly workload and performance reports. Reporting of logged calls by departments, etc. We have got 900 computers and six support staff. I am very flexible with the budget.

[Edu-IT]

Have you looked at MyLittleHelpdesk? Not sure exactly whether it'll meet your requirements, as far as reporting is concerned, but other than that.

 

http://www.mylittlehelpdesk.co.uk

[dezt]

how about spiceworks? Spiceworks - Free Network Monitoring Software for Network Management

[Edu-IT]

how about spiceworks? Spiceworks - Free Network Monitoring Software for Network Management

I tried that briefly and it has some great features. It was quite slow though I found but that could have been down to the hardware that it was installed on.

[ahunter]

Internet Sciences offer a very good free helpdesk with the option of email notifications, active directory integration and plenty of options to customize.

 

Web-Based Help Desk Software Solutions - Internet Software Sciences is there website and the product is called web+center, we use version 5 but version 6 is also available.

 

note: Its free if you require 3 or less technicians to log into it anymore and they do charge for it.

[HodgeHi]

I use Hesk

 

It does what i need to do although it doesn't have any bells or whistles. But it does seem quick and was even quicker to set up.

 

It does automated (fully customisable) canned responses and personally i think it is clean and simple. Just the way i like things really.

[Ravening_Wolf]

We use ilient which seems to do just about everything you want. I believe they do a free, cut-down version which should get you started.

[plexer]

Mylittlehelpdesk her as well it works brilliantly.

 

I'm one of Oz's beta testers so always looking for ways he can improve it.

 

Ben

[Sylv3r]

We use Kayako and think its fantastic.

 

Help Desk Software, Customer Service Software, Customer Support Software

[ICTNUT]

My Little Helpdesk is a fully featured helpdesk and although it does not cover the reporting requirements you may have at the moment the .9 release is currently dedicated to reports and would be out around the summer holidays.

[Gatt]

We use One||Zero (aka One or Zero) -> Help Desk and Information Management Solutions by OneOrZero - Open Source, Free and Supported Software

[Guest Guest]

GLPI - Gestionnaire libre de parc informatique

 

When i eventually get time ill have it linked upto OCS inventory

 

BTW both are free

[faza]

Try using Public Helpdesk

 

It is integrated into Outlook installs itself as a public folder. It is free to education sites and I have never had an issue with. It creates tickets and loads of reporting features.

 

kalmstrom.com Outlook Solutions ? leveraging your Microsoft

 

Faza

[browolf]

I am looking into buying a good heldesk software, could be application or web based. I have already got Liberum but it doesnt meet school's requirements and lacks functionality such as automated email response when you close or modify a logged call. Also reporting on performance of the team. Daily, weekly and monthly workload and performance reports. Reporting of logged calls by departments, etc. We have got 900 computers and six support staff. I am very flexible with the budget.

 

Ive got liberum and it *does* send automated email responses, but there's not much reporting in it....

[reggiep]

When i eventually get time ill have it linked upto OCS inventory

This looks similar to spiceworks, have you seen spiceworks and if so how would you compare them?

 

Thanks

[Guest drewinc]

We use spiceworks here --- found it perfect for all our needs, Had a little smile when we reached 1000 tickets and we are close to hitting 1500 now. Slowly moving our inventory into spiceworks aswell.

[Rozzer]

I used to use the full version ManageEngine Servicedesk, very powerful and reliable.

 

I still use the free version now.

 

Yeh i also use that its very powerful and quite helpful.

 

Ross

[Slartibartfast]

I use OTRS:ITSM (OTRS::Enterprise Open Source Trouble Ticket System - Service Support System::Welcome!) here, having recently moved away from GLPI. While the OCS Inventory integration was great, GLPI's handling of incoming e-mail was rather crap (no attachments, incoming e-mails not linked to existing tickets etc).

[Chris]

thanks for all the replies

[SOSAGES]

i tried a lot of them and went for kayako - its not perfect (by any means) and it does some things that are very silly but it works

 

it could be better but it was the best i found.

[Edu-IT]

I've been experimenting with MLH lately and it's pretty good. I also like the fact that you can suggest features for future versions. It's simple to use too.

[Grommit]

Have you looked at MyLittleHelpdesk? Not sure exactly whether it'll meet your requirements, as far as reporting is concerned, but other than that.

 

Help Desk Software, Service Desk, Web, Mobile ITIL and FITS based support. - Home

 

I gave up on My Little Help Desk... far too difficult and complicated to set up

[Edu-IT]

I gave up on My Little Help Desk... far too difficult and complicated to set up

What problems did you have?

 

I ran in to one or two things but that was down to me not reading things properly. Ozan helped me out though and the system was up and running in no time.

[Grommit]

What problems did you have?

 

I ran in to one or two things but that was down to me not reading things properly. Ozan helped me out though and the system was up and running in no time.

 

Christ man... you have to install SQL set up a database with Prmissions.. then edit some page in the MLHD and then try to install .. Then to get it to work with the users not having to additionly log on to MLHD you have to edit some other php page...

 

I am not a webhead and I don't know the first thing about editing php pages and I really do not want to have to learn...

 

Not simple like running a setup.exe and it puts a short cut on your desktop...

Edited May 19, 2008 by Grommit

[Edu-IT]

Christ man... you have to install SQL set up a database with Prmissions.. then edit some page in the MLHD and then try to install .. Then to get it to work with the users not having to additionly log on to MLHD you have to edit some other php page...

 

I am not a webhead and I don't know the first thing about editing php pages and I really do not want to have to learn...

 

Not simple like running a setup.exe and it puts a short cut on your desktop...

Fair enough.

 

You can use an Access database. By doing that you don't have to make many changes at all. User authentication does take a little more work but there are guides on the website and the support forum too.