boomam Posted January 22, 2009 Posted January 22, 2009 Hi. We've been using Librium Helpdesk here for about about a year and a half now, and its done its job well. We've recently rebuilt our network from scratch, and we now have an exchange server. Problem is, i cant get Librium working with it. . So, im on the look out for some new helpdesk software, preferably free, but must include Exchange 2k7 support. Ideally, i'd like to have requests to be possible to be sent to the helpdesk via both an interface for the staff, and via email to a pre-specced email address ([email protected]). Plus, the ability to have all submitted jobs to have the jobs submitted in the same way that staff would send via email, have info emailed back to them too. Plus, the interface in Librium is a bit 'blank'. Wouldnt mind something that looks a little more professional if its out there? lol. Thoughts & advice? Thanks in advance all. .
gibbo_ap Posted January 22, 2009 Posted January 22, 2009 am currently making my own build on from a system developed by ittech (http://www.edugeek.net/forums/web-development/27325-ict-support-system.html i have added AD support, ability to log call to a room, email it support when a call is logged, a know issues (for on going problems),will be adding a reminder function (call not closed email me to remind me) and a few more things i cant think of at this time. Also going to add RSS feeds to the system so staff can subscribe to the known issues and know the progress etc also we are dropping some old 15” screens in the staff room as digi signage and I can have this feed on there too. Also going to add a kind of knowledgebase of ‘key board not working – plug it in’ type stuff. will be adding • Filter by staff member, date, room, progress • Need to set which member of the support team completed the call • Finish/start selecting which member of the support team gets notified by email when a call is logged and if none are selected all members get a mail taking a break from all things webby this week 3 year dev plan fun
Web-Help-Desk-Software Posted January 22, 2009 Posted January 22, 2009 Hi. We've been using Librium Helpdesk here for about about a year and a half now, and its done its job well. We've recently rebuilt our network from scratch, and we now have an exchange server. Problem is, i cant get Librium working with it. . So, im on the look out for some new helpdesk software, preferably free, but must include Exchange 2k7 support. Ideally, i'd like to have requests to be possible to be sent to the helpdesk via both an interface for the staff, and via email to a pre-specced email address ([email protected]). Plus, the ability to have all submitted jobs to have the jobs submitted in the same way that staff would send via email, have info emailed back to them too. Plus, the interface in Librium is a bit 'blank'. Wouldnt mind something that looks a little more professional if its out there? lol. Thoughts & advice? Thanks in advance all. . boomam, I believe it would be beneficial if you reviewed the Web Help Desk Software thread here at EduGeek. Exchange can get finicky. Exchange email accounts default to MAPI, which is pretty much a Microsoft proprietary protocol , but can be changed to IMAP (or POP), both of which Web Help Desk utilizes for receiving email and automatically converting them to tickets. SSL authentication is not a problem either. Web Help Desk will poll one or more email inboxes and convert the email to a ticket. Plus, as you mentioned in your requirements, Web Help Desk has a very robust interface for ticket submission by students and staff and an extremely intuitive and professional interface for your support staff. Click the "Tech Login" button to view the support staff interface or the "Client Login" to view the support requester's interface (note that as you select the Request Type, the form dynamically updates with custom fields....leaving a clean initial form without "catch-all fields" that may have nothing to do with the actual request.) Help Desk Software - Online Demonstration Do share your thoughts on this help desk software... FYI - Web Help Desk has a Free Edition, Lite Edition, and Pro Edition available to fit everyones needs and pockets. Best Regards, Web-Help-Desk-Software
boomam Posted January 28, 2009 Author Posted January 28, 2009 Has anyone used OS Ticket? Looks good for an open source piece of software, but i cant find any screenshots or live demos around to play with. Im currently faffing around with the live demos of ManageEngine Service Desk Free & WebHelpDesk. I cant decide if they are pointlessly complex or feature rich! lol. Either way, they look very overkill compared to Librium. WebHelpDesk looks good, im trying to work out if its possible to get rid of the priority thing off the users submitted thing, and if i can get it to autologin to the helpdesk once a user is logged on. 'single sign on' so to speak.
K.C.Leblanc Posted January 28, 2009 Posted January 28, 2009 On-demand Help desk, Customer Support & Service SaaS from OP Software - My Little Helpdesk Ben Implementing this at the moment. Very good.
MatthewL Posted January 28, 2009 Posted January 28, 2009 We use this: Page Title Intergrates with Exchange ok, uses AD to logon with, new patch will soon be able to pull data from AD. Lots of the features we dont use at the moment but we have used it for years.
Crispin Posted January 28, 2009 Posted January 28, 2009 We are planning to implement mylittlehelpdesk here soon aswell. Just waiting for our new servers. Also they are planning to release asset management alongside the helpdesk at no extra cost. Well worth a look, free demo on their website.
Domino Posted January 28, 2009 Posted January 28, 2009 We use this: Page Title Intergrates with Exchange ok, uses AD to logon with, new patch will soon be able to pull data from AD. Lots of the features we dont use at the moment but we have used it for years. Page Title - great name
whd_guy Posted January 28, 2009 Posted January 28, 2009 WebHelpDesk looks good, im trying to work out if its possible to get rid of the priority thing off the users submitted thing, and if i can get it to autologin to the helpdesk once a user is logged on. 'single sign on' so to speak. Web Help Desk has a Knowledge Base FAQ on Web Help Desk Software and single sign-on. Hopefully that should sort your enquiry on SSO configuration. Feel free to browse the Web Help Desk Software Knowledge Base for more self-help. FYI - all WHD installs have this capability to view the knowledge base without logging in. Also, you can configure Web Help Desk to disable the opportunity for a non-support staff to select the trouble ticket Priority. In most cases, endusers will select "Urgent", as their problems are ALWAYS "urgent". However, if all tickets are "urgent" priority, they may as well be all "low" priority...there is no sense of priority! Thus, you may remove this from the enduser's view by changing the setting, logged in as an Admin in Web Help Desk, at Preferences > Tickets > Client Priority Option. You will also see more information if you mouse-over the configuration setting. Feel free to enquire on any other features within Web Help Desk. Enjoy! Web Help Desk
ssiruuk2 Posted January 28, 2009 Posted January 28, 2009 We use SysAid by ilient software. Its great, does everything we need and supports Exchange no problem. There is a free version available but if you want the email and AD integration you need the paid for version which is priced by no. of admins / helpdesk operators.
MatthewL Posted January 28, 2009 Posted January 28, 2009 Page Title - great name It has been a long day, had delivery after delivery today, in the last 2 days we have recieved 200 boxes, mainly computer systems which will be used in June when a new build of ours opens! Must of missed that one
Edu-IT Posted January 28, 2009 Posted January 28, 2009 It has been a long day, had delivery after delivery today, in the last 2 days we have recieved 200 boxes, mainly computer systems which will be used in June when a new build of ours opens! Must of missed that one It isn't your fault, the forum software automatically grabs the page title of the website and puts that instead of the web address. It's PTL who need to change their site title.
Simcfc73 Posted January 29, 2009 Posted January 29, 2009 I purchased a sharepoint license through our schools agreement for the purpose of setting up a room booking system and a helpdesk running on it using the templates they supply free but tbh they are awful and Libernum seems alot more user friendly. Not MS problem really, they are free so what do you expect but the amount of tweaking I have been doing to make them usable is silly.. and I am still not happy as they are still too complicated. Think my problem is I haven't used Sharepoint before so I am learning two things at once.... I said I would have a working room booking system by the end of the month so I have 2 days left
ninjabeaver Posted January 29, 2009 Posted January 29, 2009 On-demand Help desk, Customer Support & Service SaaS from OP Software - My Little Helpdesk Ben Seconded. OZ's software is rocking it here.
Zimmer Posted January 29, 2009 Posted January 29, 2009 Hi there, We have used Librium for as long as I can remember, it's simple and does the job just fine. We have looked at other products in the freeman's arena and to be honest we couldn't find anything else that we could use at such a simple level and still be able to drill onto and customise to our needs. We have Exchange 2007 here and Librium works just fine. With Librium being such an old product we originally had issues getting it to work with an SQL server and IIS6 (at first we had it running on an XP box with IIS5 and a Access database). In terms of email configuration we use the host boxes IIS service to create an SMTP smart host that forwards generated emails to the Exchange Hub Transport servers.
boomam Posted January 29, 2009 Author Posted January 29, 2009 (edited) We have Exchange 2007 here and Librium works just fine. With Librium being such an old product we originally had issues getting it to work with an SQL server and IIS6 (at first we had it running on an XP box with IIS5 and a Access database). In terms of email configuration we use the host boxes IIS service to create an SMTP smart host that forwards generated emails to the Exchange Hub Transport servers. Just to expand on this, as if i can get Librium working with 2k7, then i wont really need to get a new bit of helpdesk software. . Can you explain in more detail how it sends/recieves email from exchange 2007, what database you use, and what functionality it adds please? I take it that once up and running updates to problems get send out to both the original poster of the ticket and the rep assigned too it? Can problems/updates be emailed in? Thanks Edited January 29, 2009 by boomam
tomdawson Posted January 29, 2009 Posted January 29, 2009 Have a look at hesk.. Help desk software We're using Hesk here too, and I use it for my hosting company type thing, fantastic piece of kit. I have heavily tweaked it to make it work for us, changing Tracking IDs for Job Numbers for easier reference and things like that. If anyone needs a hand with Hesk, drop me a line, getting to know it quite well now.
TheFopp Posted January 30, 2009 Posted January 30, 2009 We are using Liberum with Exchange 2003. Had to use ASPEmail (which you can down load for free) to get Liberum working. Just install ASPEmail and then tell Liberum in its options to email via ASPEmail (it is an option in one of the drop-down menus). Can't see why it wouldn't work for 2007.
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now