Support Q's

[mbird]

Hope you guys are well, firstly - thanks for all the help i get - apologies as im not that much help most of the times (see how many thanks i have )

 

Right, i need your help

 

So currently we use a support mailbox in chance to handle all of out support issues, but i don't think its actually that efficient. i would really like something better (and free?). can any one recommend a good programme/site/thing?

 

Thanks in advance

 

MB:tinfoil3:

[CyberDrac]

We've gone through a similar evolution and have moved onto using Spicework's helpdesk system which, whilst not being perfect, now gives us a better feel and control of our incoming jobs ... the difficulties have mainly been with bending staff to our will and persuading them of the advantages for them.

[mbird]

Fair play,

What is spiceworks like, got and Screen shots?

My concern is training issues.

[CyberDrac]

You can create a user 'portal' which can be tied to AD, they provide credentials to it and then they can raise a support ticket and keep track of the open (and closed) tickets.

 

From the other side they arrived 'unassigned' and then you can assign them to members of the team or do like we do and we grab the ones which feel best suit our skill set.

 

The User will receive an e-mail (if there is an e-mail associated with the AD account) say how has taken it on board.

 

You then have the usual public replies and private notes, closing of calls by either end, and you can associate the ticket with any piece of hardware found by SpiceWorks' inventory scans allowing you to keep a per device history.

 

We've also used the articles feature to create a FAQs page on the portal.

 

No screenies as such we're still polishing the edges, but it looks respectable (albeit with unobtrusive Ads on our side not the users)

 

If you want any specifics then just ask

[tommej]

We use trellis desk here, found spiceworks to be bloated and slow.

[Sarconia]

I use MyLittleHelpdesk, it generally works quite well and is very cheap when compared to other packages.

[CyberDrac]

Can't argue with the speed comment, SpiceWorks isn't nippy because it's trying to be all things to all people, there is a great deal to it beyond the Help Desk.

 

Training wise it's pretty intuitive from both ends.

 

I might look further into Trellis ... looks much slicker ... does it track by device like SpiceWorks?

[mbird]

Well im gunna have a go with spiceworks (isnt that a girl band from the mid '90's? ).

i like 'fully customisable'

[SpuffMonkey]

We use Liberum - free quick & easy

[Zorba]

We used Liberum also but moved to Spiceworks. It could definately be quicker but we no find it invaluable.

[mbird]

ok...spice works installed thanks

i will keep you posted. with a good 'ol rating.

[kearton]

I looked at Spiceworks but found it to be too slow. I also ended up installing Liberum.