psumner1992 Posted May 9, 2019 Posted May 9, 2019 We use sharepoint. Staff email the helpdesk and using Microsoft Flow, it creates a ticket on a sharepoint list. Happy to PM you screenshots Would be interested to see screenshots of this please if you don’t mind? We are moving more and more to SharePoint now so might be a good upgrade for us to move from Spiceworks and have everything in one place.
DrBeaker Posted May 9, 2019 Posted May 9, 2019 As above, OSticket here too. Just works, reliable, never once had any issues, email polling on so people just email their jobs in without having to log into anything, plus AD integration anyway in case they wanted to check up on something. It's better than many of the paid solutions IMO, and we've seriously been considering using it instead of the vastly, overinflated underdeveloped "Every" system. Interesting to see other people's thoughts on it then. Funny how you mention that, it was mentioned this week as a possibility of using it. Even in the demo it looked like a pile of . They'd been told it has LDAP/AD integration....that was a lie. Big one for me right there, but eh oh - I'm not in charge.
m0bov Posted May 10, 2019 Author Posted May 10, 2019 Just playing with Spiceworks, noticed you don't need to enter a password to get in! Is this right?
CHiLL Posted May 10, 2019 Posted May 10, 2019 Just playing with Spiceworks, noticed you don't need to enter a password to get in! Is this right? The on-site version? If you've configured the AD integration, it will use pass through authentication I believe.
neb1355 Posted May 10, 2019 Posted May 10, 2019 We use the free version of ManageEngine Servicedesk Plus. Free for up to 5 technicians. Have used Spiceworks and WebHelpDesk before. Servicedesk Plus appears to be leagues ahead of Spiceworks... can't imagine going back.
thebatman Posted May 10, 2019 Posted May 10, 2019 SpiceWorks - onsite, and have just this week setup a second one for the maintenance team (using a custom language pack to change the wording from IT to maintenance and disable all the inventory tasks ect) Works very well for us, staff don't need to log in as it auth agents AD, prompts users for information that is needed.
Sylv3r Posted May 10, 2019 Posted May 10, 2019 We are another happy freshdesk customer although not the free version as there's a couple of features we needed but was only available in one of the paid for subscriptions. Clearly that important, I got for the life of me remember what they were !
ctstone Posted August 15, 2019 Posted August 15, 2019 Solar Winds WebHelpDesk is fantastic! Would highly recommend
keyboards Posted August 15, 2019 Posted August 15, 2019 We use Spicework cloud, I'm sure there is a lot more indepth options on the market but it's fine for us
HPlum78 Posted August 15, 2019 Posted August 15, 2019 Plumsail https://plumsail.com/sharepoint-helpdesk/?utm_source=medium%20blog&utm_medium=article&utm_campaign=How%20to%20turn%20Office%20365%20Group%20into%20service%20desk
Wubbalubbadub Posted August 15, 2019 Posted August 15, 2019 Plumsail https://plumsail.com/sharepoint-helpdesk/?utm_source=medium%20blog&utm_medium=article&utm_campaign=How%20to%20turn%20Office%20365%20Group%20into%20service%20desk What the H**l! Where did this pop up! I have literally spent days looking for a helpdesk i can intergrate into my sharepoint!!
Simcfc73 Posted August 15, 2019 Posted August 15, 2019 My Little Helpdesk, older than my apprentice.. almost
HPlum78 Posted August 16, 2019 Posted August 16, 2019 (edited) As mentioned in this post Sharepoint makes a good HD and I stumbled on the above but equally you could build one yourself if you had the time or people to get the dev done. Flow is your friend here to automate some of the everyday tasks like account creation as it could just be built off a ticket, that said I am an identity and access control man (one of my sins) so I can see this as a guest/ contractor or external account solution but I would not be saying use your HD for your staff and student account life cycle solution (there are much better solutions). You could use your HD to do your Teams creation or indeed your SP site creation and automate all that with Flow... Password reset I would say look at SSPR built into azure or what your cloudy based solution is, if you can. Again more thinking of identity management here and a HD don't bring you any way to be certain of who is requesting the reset (if you see what I am saying, not something you have/ know...) - - - Updated - - - Any how I could go on and on.... And on as its a bit of a passion but thats a start for a though exercise. Oh and Flow is not just bound to MS applications. Edited August 16, 2019 by HPlum78
elsiegee40 Posted August 16, 2019 Posted August 16, 2019 Plumsail https://plumsail.com/sharepoint-helpdesk/?utm_source=medium%20blog&utm_medium=article&utm_campaign=How%20to%20turn%20Office%20365%20Group%20into%20service%20desk What the H**l! Where did this pop up! I have literally spent days looking for a helpdesk i can intergrate into my sharepoint!! Appears to be Russian. Just sayin’....
HPlum78 Posted August 16, 2019 Posted August 16, 2019 Yeah its Russian but Sophos is American not sure that i can secure my data from these types of state actors these days!
TJ-Diggers Posted August 16, 2019 Posted August 16, 2019 Use ManageEngine with no issues. It is about 50/50 as to wether staff just email the Helpdesk or actually login.
ADMaster Posted August 17, 2019 Posted August 17, 2019 Yeah its Russian but Sophos is American not sure that i can secure my data from these types of state actors these days! Sophos is a UK company last I knew, did they get bought out? Anyway I've used Webhelpdesk for years now, before SW acquired them.
localzuk Posted August 17, 2019 Posted August 17, 2019 Yeah, Sophos is HQ'd in Abingdon - definitely a UK company.
Jaymate Posted August 17, 2019 Posted August 17, 2019 We are just implementing topdesk. Great consultation to make you think about what info you want to get from it and look at how you set it up based on the services you provide. Drives users to use a self service portal to log calls that is totally configurable. Not live yet but experience so far it looks really good.
Wubbalubbadub Posted August 17, 2019 Posted August 17, 2019 We are now on plumsail! The customisation is amazing! Love me a Flow! The fact it's inside office 365 also makes me extremely happy.
HPlum78 Posted August 18, 2019 Posted August 18, 2019 Flow, teams integration and the fact that you can use the graph API and have powerBI ripple over it with no real work makes a useful HD and automation platform. Love the graph API almost as much as >_ better when I can use them together!
Wubbalubbadub Posted September 4, 2019 Posted September 4, 2019 Spiceworks on cloud working a treatIt's hosted in the USA. Not a huge problem. But just think people should know. 1
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