Helpdesk options

[sideone]

We're using LiveAgent, its about $23 per month per user which includes a Live Chat function. We don't accept tickets from email, solely from the helpdesk portal which means they have to put details such as Room Number - stops us having to chase where they are for immediate response. Live chat is great for password resets for students.

[supportman]

Really? Does MS Lists give you mailbox monitoring, auto responses, templates, cope with CC's, etc.? I haven't looked as MS Lists for ages and so hadn't even considered it as a viable email-based helpdesk option.

 

Yep all that advanced stuff can be done with power automate most likely.

 

Personally we use the helpdesk to track our jobs and send status emails and don't overthink it, but its pretty extensible with power automate and of course SSO is really easy

[network41]

Anybody got any experience of Helpdesk 365 ?

[Theldron]

Alot of people seem to be leaving Spiceworks, any particular reason? Just out of interest as I have just started playing with it, I run a trust of 4 organisations.

 

I have added the techs, created the organisations with their own helpdesk email. Seems to do auto response etc. I don't need anything complicated but looks like it will do what I want. Staff will not be seeing anything on the portal, as the auto response will send them to the ITSupport Team which has guides on.

 

I was looking at the GLPI helpdesk, but need something easy for the tech's to access.

Edited November 19, 2024 by Theldron

[TechMonkey]

Yep all that advanced stuff can be done with power automate most likely.

 

The issue here is "most likely". If you only want a list of jobs and have the time to roll your own system and support it then Lists is probably great. But I would lay money that if you tried to make MS lists do all that FreshDesk or FreshService do it would get messy very quickly.

 

Not knocking Lists, it has its place, but trying to say it can compete with a dedicated helpdesk is misleading.