Helpdesk/service desk options

[lmrogers]

It would be worth looking at HaloITSM. It's an all in one ITSM solution and is amazing to use. It's one cost for all the features and really can be a powerful bit of software.

[FragglePete]

We've got osTicket which works well for us. Have the LDAP Plug-In up and running, which enables users to log in with their AD Credentials.

 

Had to rebuild it recently though, as Microsoft removed Basic Authentication from our tenant which resulted in the E-Mail Fetch to break. The latest release does now support oAuth2 but it took a bit of work to get it working but thankfully all good now. I do get the impression that the recent oAuth2 implementation was a bit rushed by osTicket and they're still working on bits and pieces on the current release.

 

Pete

[andy_b]

Ok that is interesting...

 

I've only setup the "LDAP Authentication and lookup" plugin, as that is all that is required from my reading of the documentation and its setup as follows:-

 

 

 

My test user tries to login via, https://servicedesk.xxx.net/osTicket/login.php

 

Have I missed something please? There are no errors etc, for the plugin showing in osTicket.

 

Just checking - Agents have to be manually created, are you logging in as an end user or an agent?

 

We have Client ticked.

[FragglePete]

Agent. Yes, they are manually created, but we log in with our AD Credentials. Just need ensure the Authentication Backend is set to 'Active Directory or LDAP'.

 

Pete

[HKP]

Just checking - Agents have to be manually created, are you logging in as an end user or an agent?

 

We have Client ticked.

 

I am trying to login as a end user, totally understand the need for agents to be created manually.

Clicked client, I misunderstood what that meant.

 

So now when I login I get

 

"This page isn’t working

 

servicedesk.xxx.net is currently unable to handle this request.

HTTP ERROR 500"

Edited November 4, 2022 by HKP

[highsky]

Freshdesk +1, not sure what Freshservice does, but they are on same suite - company.

[Norphy]

I think Freshdesk is just for ticketing, whereas FreshService is more of a full blown ITSM with a more complete ITIL implementation.

[TechMonkey]

I think Freshdesk is just for ticketing, whereas FreshService is more of a full blown ITSM with a more complete ITIL implementation.

 

Basically. FreshWorks say that FreshDesk is for external customers contacting in, whereas FreshService is for internal processes. I don't think it makes much difference as I know lots of people use FreshDesk for internal tickets.