which helpdesk

[plexer]

Going from grommits issues I suppose the problem that MLH has is that it gives the user a choice i.e which database to use as you may be happier with one that another or allready have one of them available.

 

I suppose it would be nicer to have one all wrapped up installer that also installs a db server for you all pre configured but I got it working without any major issues.

 

Ben

[bio]

We use topdesk Lite TOPdesk Home - Help desk call tracking, ticket system software solutions and more.

 

regards

bio..

[ahuxham]

Ilient Sysaid -

 

Helpdesk

Asset Database

Reports

Analytics

Built-in Software including VNC built in.

 

User submits ticket "Internet not working" on MACHINE1. Ticket is created. Check ticket. Click RC > VNC > Solved and closed.

 

It's everything in one.

 

It also monitors servers. You can tell it too monitor CPU,HDD,MEM usage. Ports, Pings, Services etc. You get a hour/day/week/month/year outputs as well.

[Edu-IT]

Ilient Sysaid -

 

Helpdesk

Asset Database

Reports

Analytics

Built-in Software including VNC built in.

 

User submits ticket "Internet not working" on MACHINE1. Ticket is created. Check ticket. Click RC > VNC > Solved and closed.

 

It's everything in one.

 

It also monitors servers. You can tell it too monitor CPU,HDD,MEM usage. Ports, Pings, Services etc. You get a hour/day/week/month/year outputs as well.

I didn't like the interface on that program. Seemed messy.

[AndyD]

We use Kayako and think its fantastic.

 

Help Desk Software, Customer Service Software, Customer Support Software

I decided to go with this after unhappiness with previous solution (see below). I came across Kayako after requesting support for some education software we have and noticed they used it. I really liked the simple interface for the teachers to request support and for the various options for me to help keep track and prioritise tickets.

 

I would recommend Kayako

 

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

 

I still use the free version now.

Used this for a year, was happy with it so renewed. Our old server gave up the ghost so we bought a new server and it wouldn't install on it and I didn't get the help needed to get this working. Didn't get a refund, which I thought would have been a nice thing to do due to us not being able to use it since we renewed.

[localzuk]

One that hasn't been suggested, but I can recommend simply due to it's massive amount of functionality and expandability (if you like coding), is rt. I used it at Lancaster Uni, and found it to be superb. I've never sat down and tried to set it up for myself though.

 

One feature from RT that I love which GLPI fails to provide is the ability to merge tickets, and have multiple recipients for a single ticket.

 

One disadvantage is that it can be a tad bit technical looking, so could confuse staff if they use the system directly.

[LCPSWolf]

We use SchoolDude's ITDirect web-based system and really like it. We've been using it for 3 years, roughly, with no uptime issues or problems with their company. Their training and phone / chat support has been the best.

 

SchoolDude - Public Schools

 

Hope it helps.

 

Damian

[imiddleton25]

We did use layton Helpdesk untill September then started using the free helpdesk template for sharepoint which is ok for basic needs