sippo Posted April 12, 2021 Posted April 12, 2021 So our SLT are trying to move us to use Every as a helpdesk system. We currently use, and have done for the past 8 years, Zendesk. Does anyone successfully use Every as a helpdesk? I know it's used by caretakers, but in my opinion it is more of a call management system.
Tech1 Posted April 12, 2021 Posted April 12, 2021 I use Every at my school. We used to have Every for the site team and SysAid for IT. From a financial and end-user experience point of view it made sense to go with one system. The help desk within Every is just one module of many, so I'm going to presume that your SLT have other ideas in mind. Overall it's a system that works well for us, have fantastic support and appears to work really well.
sippo Posted April 12, 2021 Author Posted April 12, 2021 Ask for the reasons they want you to move To justify the huge cost they have paid for it....
Griff Posted April 12, 2021 Posted April 12, 2021 (edited) They tried to move us to Every for Helpdesk here but it just wasn't fit for IT. Don't get me wrong for documentation management, contracts and Site helpdesk it works well. I found it for IT clunky to use and dated. It also had no support for receiving tickets via email which is our primary source of tickets coming in. So users would be forced to use the Every portal which meant they just emailed IT staff directly because it was less effort than loading the portal... We use Spiceworks cloud, I tried to move to Zendesk because I really like the analytics you get with it but it didn't happen. Edited April 12, 2021 by Griff
synaesthesia Posted April 12, 2021 Posted April 12, 2021 To justify the huge cost they have paid for it.... One of the many reasons we gave it the heave-ho - it was bloody awful regardless and the helpdesk was even worse. Far prefer osTicket
minimoo Posted April 12, 2021 Posted April 12, 2021 Our agreement with every finishes this year, and we are cancelling; but then we never really bought into it as an idea - site team were just using it to track issues and not for the other things it could do. At that point, it's a very expensive issue tracker. In terms of IT and tracking, would definitely echo that there are probably better ways to manager IT issues and track IT assets etc
mavhc Posted April 12, 2021 Posted April 12, 2021 Another reason to always pick free stuff and run it yourself, no costs to cut.
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