Service Management Tools

[Skewiff]

Hello, my first post as I am new to working in Schools. I have recently joined a MAT IT department. I was wondering what service management tools people use in their Schools and MAT's please? We are lacking reporting in our ITSM, which I would like to develop, but am wondering if I need to ditch what we are using and start again. Any advice would be very grateful received.

[paulkerton]

Google Groups email, then currently they get transferred to a Spiceworks desk.

Pretty inefficient, but it isn't my decision.

[Skewiff]

Thanks for sharing. I have been looking into ITSM tools, having used full blown solutions in other roles, the cheaper versions of software offer limited reporting, which is something that I need to develop. Freshdesk, Zendesk entry versions reporting is limited. Does spiceworks have decent reporting? Does anyone else have a decent tool with good reporting please?

[dhicks]

I was wondering what service management tools people use in their Schools and MAT's please?

 

You mean to handle helpdesk ticketing and similar? We've recently (well, over six months now, I guess) moved to Trello, with a plugin to handle people being able to email tickets in. I'm guessing there would be assorted plugins available for producing whatever kind of reports you wanted, or you could use their API to write your own. That might get a bit expensive in either licensing costs or your time to create / maintain those reports, but it's worked well enough for our small team (3 people) so far.

[Skewiff]

Yeah sorry, I should have been clearer, exactly that; how are people managing incidents via which helpdesk ticketing solutions please. I have used Trello before, was not aware it had that functionality, I will take a look, thanks. Edited December 22, 2021 by Skewiff

[dhicks]

I have used Trello before, was not aware it had that functionality, I will take a look, thanks.

 

We're using SendBoard, now (I think) bought by Trello and renamed "Email for Trello". Checking Trello just now it seems to have conked out, possibly some maintainance going on over the Christmas period.

[Skewiff]

Thank you. Do you get a good report suite from Vision Helpdesk. We are using Zendesk but the basic version does not have decent reports. I don't want to just pay the next tier if there are better solutions out there.

[elsiegee40]

spammy posts have been removed from this thread. Sorry if it means some posts don’t make sense

[Tom_P]

What kind of reports are you looking for?

 

I've used a number of different helpdesk systems but have only really used them for the ticketing of jobs.

[EssentialRug]

You mean to handle helpdesk ticketing and similar? We've recently (well, over six months now, I guess) moved to Trello, with a plugin to handle people being able to email tickets in. I'm guessing there would be assorted plugins available for producing whatever kind of reports you wanted, or you could use their API to write your own. That might get a bit expensive in either licensing costs or your time to create / maintain those reports, but it's worked well enough for our small team (3 people) so far.

 

Also doing something similar. Have set up a Google Form to record tickets and using Zapier to import these directly into Trello. Works well for our small team of 2.