'Every' Helpdesk review

[Netwacky87]

Hi all,

Has/does anyone use Every helpdesk? If so, can they give a review of the software outlining positives and negatives?

 

Thanks all!

[stumot]

We've just moved off of the Every Helpdesk, the main issue I have had with it is that its been designed as an asset management system first and the Helpdesk section is sort of an afterthought, it works ok but its not really worth paying for on its own as you could use something like Spiceworks for free, one key feature we lost when we moved from our old solution to Every was the Email to ticket function which, given that is hard enough getting staff to send an email to the helpdesk address instead of my staff one, resulted on a lot of tickets not getting logged

 

Its not all bad, one good feature we used was the ability to have multiple helpdesks for different departments which worked well, but yeah there's definitely better options out there 

 

Hope this helps 

[Primus]

Clunky, underdeveloped and in need of modernisation.

[MrEprise]

Our Estates team uses it - mostly for compliance tracking as well as a helpdesk, they also agree its clunky and horrible to use. Provided by the MAT but I pay for it for some reason. Last I heard, the MAT were looking for alternatives as they themselves agreed it wasn't great either.

[ThomL]

Things that annoy me with the Every Helpdesk:

• Staff cannot email the helpdesk to open tickets 
• Replies sent to tickets from the help desk have any/all formatting stripped, making linger responses harder to read
• Cannot respond/update/close tickets via email - I'm sure I've seen other product allow IT Support Team members to email a response to a ticket and mark the ticket as resolved with #resolved or similar before.
• Nowhere to add a resolution for tickets that isn't shared with users - user don't need to know or care what PowerShell script I used, but my technician or I might need to know this in the future - but there isn't a field for resolution or 'internal' helpdesk staff use
• Feels bolted on to the wider product.
• The helpdesk hasn't receive any meaningful changes or updates since I started using it 7 years a go, AFAIK.

 

[simpsonj]

46 minutes ago, stumot said:

Like Spiceworks for free

Sadly, Spiceworks is no longer free for 6 or more users

 

Harder and harder to find a free, hosted, helpdesk these days.

 

[synaesthesia]

OSTicket. Fairly basic and you have to look after it yourself but open source and generally Just Works.

Did have a brief look at Every and I stamped my feet at the idea of no email polling. Sorry, staff aren't going to be faffing with any ropey websites alongside everything else they have to do. It's hard enough to get them to email instead of gossiping about how rubbish everything is to everyone they see in the corridor (apart from IT).