Helpdesk systems for MATs

[timbo343]

We currently have an OnPrem Spiceworks helpdesk which i would love to move to the cloud version of Spiceworks however it's the SSO part which seems very clunky in my eyes.

 

Whilst thinking about this and future protecting ourselves, it would be good to havr a helpdesk system that could be used across a MAT.

 

My first line of thinking at the moment, it should be able to..

- integrate with either MS Azure AD or Google Workspace accounts so that staff would be able to log tickets with their already known credentials.

- give different permissions to technicians at different schools, so a primary school tech would be able to action primary school requests but not see secondary school requests. IT managers would be able to see all requests across all schools and trusts, i guess be scalable.

- be cost effective bearing in mind there are 8 IT personnel in the trust at the moment.

- have the ability to use RichText formatting.

 

Anything else on top of this would be a bonus.

[techy32]

Zoho desk is working well for us in a MAT, SSO integration with Google, different level of permissions, works out around £18 per technician per month.

[HereIGoAgain2601]

We are also using Zoho desk and it’s great

[Wubbalubbadub]

https://www.supportpal.com/

 

Never looked back since moving to this.

[MatthewL]

ManageEngine for me personally.

[Chuckster]

Freshdesk does SSO.

[PotNoodleTech]

https://www.supportpal.com/

 

Never looked back since moving to this.

 

Looks interesting - pricing very reasonable for unlimited technicians etc. Might see if I can split the cost with the site team!

[localzuk]

Another happy Zoho Desk customer here. Works very well for us across our MAT.

[Face-Man]

We have used Nethelpdek (now called Halo) https://haloitsm.com/ ask for education prices as can get discount.

 

Jira service desk is also good https://www.atlassian.com/software/jira/service-management/features/service-desk

[slugshead]

I've used a bunch...

 

Spiceworks - can work, bit old school though and best for single site.

 

Nethelpdesk (Halo) - Big bucks but very customisable.

 

Freshdesk - Love it

 

OSTicket - can work, needs a lot of customising

 

TopDesk - Big bucks, probably the most powerful helpdesk solution i've worked with though! 100% will work for a MAT, all their estates teams, HR departments, catering, roombooking, vehicle booking, asset management, PPMs - It's wild.

[tangotech]

ManageEngine Service Desk - https://www.manageengine.com/products/service-desk/

 

They offer a completely free version which is for 5 technicians plus with this you can have a web portal for users to log support requests and stop them emailing.

[CrootUK]

We use HaloITSM, would recommend.

[junz]

I've used a bunch...

 

Spiceworks - can work, bit old school though and best for single site.

 

Nethelpdesk (Halo) - Big bucks but very customisable.

 

Freshdesk - Love it

 

OSTicket - can work, needs a lot of customising

 

TopDesk - Big bucks, probably the most powerful helpdesk solution i've worked with though! 100% will work for a MAT, all their estates teams, HR departments, catering, roombooking, vehicle booking, asset management, PPMs - It's wild.

 

Out of curiosity, how much was Topdesk? Considering that they don't have a proper app surprises me that they cost so much.

[ITGURU]

Hosted osticket for us with krystal UK hosting

[mraerosmith]

Freshdesk all the way, we have been using for 3yrs plus now

[Chclark]

We have TOPdesk but they have just changed there pricing model and for one component this pushes us into the next price range, so its either ditch that or look elsewhere.

[IrritableTech]

Looks interesting - pricing very reasonable for unlimited technicians etc. Might see if I can split the cost with the site team!

We use this ourselves along with the site team, admin, finance and reprographics. Works pretty well out of the box but anything out of the ordinary usually requires you to write a plugin or hack away at the templates.

 

The API is pretty handy.

[aac]

I am looking for a new ideally based helpdesk solution. Have looked at Topdesk, Halo, Sysaid, ManageEngine amongst others but the per agent pricing I am being quoted is ridiculous and that is before factoring in any implementation fees. Would anyone be willing to share what they are paying for these solutions on a per agent basis please? I would want to use it for 4 departments (IT, Estates, Reprographics & HR) and aside from this would want the ability to group assets so that for example estates can add assets independently of IT. We would also want room/resource booking with ability for clients to book out the assets from the client portal and custom fields for reprographics such as radio buttons or check boxes. Also survey feature would be good with the ability to export results in a format SLT can read...

[jamiet1985]

Hi , anyone know if any of these use UK datacentres . to get anything signed off where I am , needs to be UK. Thanks

[ITGURU]

OSTICKET for us hosted by KrystalUK. We used to host on-site but now moved to their hosting as comes as an application you can add to the hosting

[Wubbalubbadub]

https://www.supportpal.com/

 

Never looked back since moving to this.

I probably should have added - if you go this route, make sure you get yourself a fast web host. Don't try and stick it on Go Daddy or something, otherwise your experience will be horrible.

 

We use:Black Owl 🦉 IT Support and Services for Home, Education and Business

They even setup the helpdesk for us.