Helpdesk software... what do you use?

[synaesthesia]

OPSmartDesk here, teachers rather like it as do we

[mb2k01]

Kayako Fusion (Self-hosted) here. (Previously called Kayako SupportSuite)

Help Desk Software, Live Chat Software and Customer Service Software

[Sylv3r]

Kayako Fusion (Self-hosted) here. (Previously called Kayako SupportSuite)

Help Desk Software, Live Chat Software and Customer Service Software[/quote

 

Yep we host our own Kayako install here as well. Android app already available and blackberry iPhone app coming soon.

 

Works really well as we also host knowledgebase articles etc on here as well.

[rad]

I really appriciate the responses here, we use an email based system which works but tasks are not shared equally. More suggestions/recommendations etc greatfully received, I really want to get a propper system in place.

[mb2k01]

I really appriciate the responses here, we use an email based system which works but tasks are not shared equally. More suggestions/recommendations etc greatfully received, I really want to get a propper system in place.

 

As well as my comment/recommendation above, my advice would be to sign up to as many free trials as possible of the ones listed.

Lots seem to look good when you see the features / screenshots, but in practice fall short. Find something that fits.

[plexer]

OP Smartdesk here it just gets better and better.

 

Ben

[dezt]

We use spiceworks, it was so easy for the teachers that we setup a site staff helpdesk using it as well.

[FN-GM]

BMC Remedy IT Service Management Suite - BMC Software

[rh91uk]

Spiceworks here, apart from the odd fall-over works brilliant, looking to try and get our caretaking staff on to it too

[john]

We use spiceworks, it was so easy for the teachers that we setup a site staff helpdesk using it as well.

 

How have you found it for your site staff using Spiceworks? I am looking for a helpdesk for our site staff and did think about Spiceworks on another server but don't enable all the machine scanning etc as they just need buildings stuff but a bit worried that there will be a lot of IT stuff within it and they might start poking around etc?

 

For us we use Spiceworks with good success in house

[Little-Miss]

I use spiceworks but find it a bit slow at times. That OP Smartdesk looks good though.

[plexer]

Dunno about others but in OP Smartdesk you can assign a queue to a tech I.e site and that's all they see.

 

Ben

[WithoutMotive]

I really, really, really want to roll out an online helpdesk - Spiceworks, preferably, as it also has an iPhone/iPad app - but it's getting the staff to use it that's the problem. Last time I tried, my boss didn't give it a chance and forced me to go back to paper based rubbish.

[sister_annex]

We use spiceworks too, it's easy to use, the portal is simple enough for staff they can use their network username as it uses ad authentication

 

We don't really use the inventory stuff but it does monitor which can cause it to be a bit slow but otherwise great

 

[MicrodigitUK]

We use GLPI with AD logins and custom CSS

[dwhyte85]

I really, really, really want to roll out an online helpdesk - Spiceworks, preferably, as it also has an iPhone/iPad app - but it's getting the staff to use it that's the problem. Last time I tried, my boss didn't give it a chance and forced me to go back to paper based rubbish.

 

Is your boss 107 years old?

 

Could always print from SpiceWorks! Super safe as the database can be backed up so you have duplicate of the data on paper, current system and backup... if he so wished.

[john]

I really, really, really want to roll out an online helpdesk - Spiceworks, preferably, as it also has an iPhone/iPad app - but it's getting the staff to use it that's the problem. Last time I tried, my boss didn't give it a chance and forced me to go back to paper based rubbish.

 

You could get them to email the IT Helpdesk instead of using the portal? A number of our staff email the entry in the address book for IT Support which makes tickets automatically as they can never remember their username for the portal (which yes is AD integrated thus its the logon details they used to get onto the computer......)

[Soulfish]

Another Kayako eSupport user here. They gave it to us for free so we couldn't not use it really

[RTFM]

Spice works. I set it up this week, easy to do, easy to use. Got it plugged into AD and auto logging email etc, sorted the web interface for staff and in process of adding some IT documentation to make it into a sort of wiki.

 

For free it's really not bad at all.

[sister_annex]

Another Kayako eSupport user here. They gave it to us for free so we couldn't not use it really

@Soulfish How did you manage to get that??

[glennda]

You could get them to email the IT Helpdesk instead of using the portal? A number of our staff email the entry in the address book for IT Support which makes tickets automatically as they can never remember their username for the portal (which yes is AD integrated thus its the logon details they used to get onto the computer......)

 

This is how i use Request tracker - emails are collected via IMAP i also have some forms on the intranet which use PHPmailer to send emails to the system.

[uk101man]

Wrote our own using MVC3 EF4.1. Really easy to do as well

[pritchardavid]

Another Kayako eSupport user here. They gave it to us for free so we couldn't not use it really

Yer did did you manage that (Want that free too )

[glennda]

Another Kayako eSupport user here. They gave it to us for free so we couldn't not use it really

 

Does you acacdemy class as a non-for profit business?

[plexer]

Surely it would still fall within the academic discount program?

 

Ben