Open Source Help Desk [Recomendations Please!]

[LosOjos]

Hi all,

 

I'm looking at setting up a help desk to help me manage my workload better and to be able to audit my own work (it's difficult to prove that you never received the post it note with the support request on it!).

 

I'd like to find an open source one for a couple of reasons, mainly because the school (like most schools right now) hasn't the budget to pay for one, and also because I'd like to be able to customise it at the low level if needs be.

 

Any recommendations?

Edited September 15, 2010 by LosOjos

[Edu-IT]

Home - Liberum Help Desk

 

Liberum

[riffleman]

Yep, Liberium is reasonably good. We used to use it but found we wanted slightly more and have an easier way for staff to report issues. We now use Spiceworks, which while not open sourced, is free.

[alextreadwell]

spice works works really well I have it at 3 primary schools and will be moving it to our secondary as well, does alot more than just a help desk as well

[AWicher]

I have spiceworks setup. Its simple, but you get the benefit of having school asset management... to boot.

[LosOjos]

Thanks for the replies, I'll take a look at both.

 

Spiceworks looks really good, but may be a bit over kill for my needs, and I like that Liberum can use windows authentication: one less excuse staff can use not to use it!

[plexer]

I like the look of the order management coming in spiceworks 5.0

[bossman]

@LosOjos:

 

I recommend Liberum Help Desk also we have been using it for the past 3 years and the staff really love the simplicity of it (we have customised it to our setup) but has worked a treat.

 

[LosOjos]

@LosOjos:

 

I recommend Liberum Help Desk also we have been using it for the past 3 years and the staff really love the simplicity of it (we have customised it to our setup) but has worked a treat.

 

 

Yeah I think simplicity is key here. As much as Spiceworks has all the bells & whistles attached, I want to keep things as simple as possible or certain staff simply won't bother

[HodgeHi]

I just installed and configured webhelpdesk. It isn't free completely but for 1 tech it is free for a year including updates. After that you can no longer update but it seems to be pretty good so far.

 

No asset management though in the free edition

[ful56_uk]

i went out a brought the webhelpdesk for free technicians as i loved it. we also use the asset management a lot as well.

[john]

Yeah I think simplicity is key here. As much as Spiceworks has all the bells & whistles attached, I want to keep things as simple as possible or certain staff simply won't bother

 

Staff (in terms of teachers) get a VERY simple portal (and its fully customisable) in Spiceworks, so all the bells and whistles in it are for you and your IT gurus that work with you, all staff in ours get is a box with simple how to submit a problem info and a logon box (to use AD to sign into it) and then a simple Catagory, Subject and Issue box thats all they see and get and it works fine. You can also set Spiceworks to check an inbox and turn emails in it into tickets so our staff that don't logon to the helpdesk / forget to can be told just email ICT Support and it automatically turns into a Helpdesk ticket for them

[sjatkn]

I have used a couple of different helpdesk applications in different schools.

 

* Helpmeict. helpmeict | Download helpmeict software for free at SourceForge.net. This is a fairly simple light weight helpdesk where tickets are entered and managed via a web front end.

* OTRS. OTRS::Open Source Trouble Ticket System - Service Support System::Welcome!. My current school. It is very powerful with the ability to pick up calls via email or web front end. Lots of reporting facilities.

[powdarrmonkey]

OTRS for the win. Maximum power and maximum flexibility, just take care to invest some time getting it just right.

[SimpleSi]

I want to keep things as simple as possible

 

Hello

 

If you want the simplest helpdesk in the world (thats PHP/SQL based) have a look at mine.

 

No Logon, just type your name where or what - description is optional, they can select level of issue and then just press add.

 

It emails me and one other person (usually school ict co-ord) and adds it to the list on the right. Previous issues are shown below and just select and add to then/change status as I go along.

 

Each school has different URL to use so that it only shows their issues.

 

If you want to see it in action I'll PM you a link

 

regards

 

Simon

[pritchardavid]

Im liking the look of Slickticket, gonna test that out tomorrow if I get the time

 

Slick-Ticket :: Screenshots

[glennda]

We are currently using Request Tracker Works really well - has the ability to setup multiple queues so we use not only for our network support account but also finance, library bookings etc

 

plus its free

[zbjsy]

we use spiceworks, its a good product but resource hungry