IT Helpdesk

[Hassan98]

Hi, 

 

Currently we use Freskworks for our Ticketing system and we looking into purchasing a new software for our ticket system. Other deparemtns in our school use freshworks as well like facilities and HR so we will need to migrate them aswell 

 

Is there recommendation that you may know 

 

 

[Rob_D]

It really depends on what you want, what your priorities are, and what budget you have.

 

In the past we've used manageengine (zoho) helpdesk. They have a pretty cool multidepartment feature that lets you run multiple departments helpdesks of the same server/instance and worked fine for what we used them for, but their sails teams are super pushy (they started "reminding" us about our renewals about 8 months in advance).

These days we use a Sharepoint site. There's some templates that make for descent starting points, and one of the guys built off that to incorporate all the features we wanted. And once it was tested and working for one team cloning it for the others wasn't hard.

[itskdog]

If you're fine with self-hosting and need something free like Freshdesk (used to)/Zoho (current), I see lots of people recommending osTicket or GLPI (which also includes asset management & discovery) when people ask on the IT subreddits I follow.

[jthompson]

Recently switched from FreshDesk to NeetoDesk - https://www.neeto.com/neetodesk

 

We switched because we don't like paying for anything and Neeto's free option includes pretty much all of the features of the paid option. I should think you'll be okay with your various different teams all managed under the one Neeto account.

[simpsonj]

43 minutes ago, jthompson said:

Recently switched from FreshDesk to NeetoDesk - https://www.neeto.com/neetodesk

 

We switched because we don't like paying for anything and Neeto's free option includes pretty much all of the features of the paid option. I should think you'll be okay with your various different teams all managed under the one Neeto account.

How did you find the switch over?

[jthompson]

2 hours ago, simpsonj said:

How did you find the switch over?

I can't really remember any specifics, which is probably a good thing. It was pretty smooth I think. It's not too dissimilar to FreshDesk, really, except it doesn't try and upsell all over the place

[2097]

Whats wrong with the free selfhosted https://www.hesk.com/

 

We host that on Linux and secure the directory with a Microsoft registered app , blocks the kids 

 

Sends outs emails etc for tickets , allows staff to reply direct via the email instead of the helpdesk GUI