Helpdesk Software Advice

[mcnallyfc]

Hi all

 

I know there are many posts with regards to Helpdesk Software but i cant seem to find one that fits my requirements. These are:

 

- Web based interface

- Knowledge Base

- Asset management built in

- Email and web client submission

- Performance and stats reports

 

Most of the free ones seem to lack the asset management aspect, is there one that incorporates all the features i need?

 

Alternatively if i were to pay for the software - can anyone recommend one? If im going to justify costs i'd want a decent one that does everything and more i need.

 

Kayako seems a good helpdesk but no asset management options, Web Help Desk looks good but to get asset management you have to pay for the pro version. (I have contacted them for quote) Spiceworks is also mentioned but when i installed it, it seemed very intrusive when all i wanted was the helpdesk software aspect and was wary of then installing it on our webserver.

 

Anyone use one that does all the above and is simple to setup and use for the teachers?

[CSNM-Carl]

There has been talk of asset management in Kayako v4 but nothing officially confirmed. We are using Kayako at the moment and a spreadsheet for asset management as I've yet to find a decent all-in-one product.

 

Kayako is a great Helpdesk though, nothing else even comes close to it IMO.

[mattx]

Hi all

 

I know there are many posts with regards to Helpdesk Software but i cant seem to find one that fits my requirements. These are:

 

- Web based interface

- Knowledge Base

- Asset management built in

- Email and web client submission

- Performance and stats reports

 

Most of the free ones seem to lack the asset management aspect, is there one that incorporates all the features i need?

 

Alternatively if i were to pay for the software - can anyone recommend one? If im going to justify costs i'd want a decent one that does everything and more i need.

 

Kayako seems a good helpdesk but no asset management options, Web Help Desk looks good but to get asset management you have to pay for the pro version. (I have contacted them for quote) Spiceworks is also mentioned but when i installed it, it seemed very intrusive when all i wanted was the helpdesk software aspect and was wary of then installing it on our webserver.

 

Anyone use one that does all the above and is simple to setup and use for the teachers?

 

You already stated it - Spiceworks. You don't have to use the monitoring aspect of it - just use the helpdesk side. That's what I do. I also use firefox and block all the adverts. And why are you wary of installing it on your webserver ? If in doubt use a virtual server instead.

[Kitkatninja]

I've tried several free and paid helpdesk/servicedesk systems out there and the one that I've been most impress with (and bought) is the one from Richmond Systems. The only thing that I haven't been able to set up myself is the Assest Management, however this will be sort once term is back - too much to do over the summer (one thing I'll say is that are concerned with customers, they've rung me 3 times and e-mailed me once to get this sorted.

 

Web based interface - there's a web-based interface as well as a client side one (installed)

Knowledge Base - you can create them from existing jobs or create them from fresh.

Asset management built in - see above.

Email and web client submission - Yes and yes, we had no problems.

Performance and stats reports - Yes, there are alot of pre-defined reports.

 

One thing that I will say is that it is a paid system with an annual support charge, it is licensed on a con-current tech user basis.

 

-Ken

[fafster]

Spiceworks. Easy. Use a newer browser, though, as it's heavy on the JavaScript.

[sparkeh]

Spiceworks does everything you want and is free

[dezt]

+1 vote for spiceworks, we use it here for IT helpdesk and Site staff job management.

[john]

+1 vote for spiceworks, we use it here for IT helpdesk and Site staff job management.

 

Another vote for Spiceworks here as well

 

@Dezt; how do you find it for the Site Staff? Our Bursar said she wished our Site Team had something like the ICT help-desk to keep on top of jobs etc and I said it could probably be used for Site stuff (on a separate install rather than sharing mine) and she said she would think more about it. Interesting to know how you find it and have it setup.

[mcnallyfc]

Maybe ill give spiceworks another go - do you guys put up with the ads?

 

I think our county systems blog all ads anyway so might not be a problem

[Kitkatninja]

I would have recommended Spiceworks v3, however I found v4 very slow - sometimes even unusable. Don't know about the new version 5.

 

To be honest, the ad never actually bothered us here (when we used it).

 

-Ken

[sparkeh]

Maybe ill give spiceworks another go - do you guys put up with the ads?

 

I think our county systems blog all ads anyway so might not be a problem

 

Ads are not a problem for me, they are all IT related and pretty unobtrusive.

[imunro01]

We use a GLPI alongside OCS Inventory. I think this should tick all the boxes for you.