What helpdesk software do you use?

[basicchannel]

If any.

We're currently looking to migrate to a better helpdesk system, so any recommendations would be oh so helpful.

Ones I know so far are the likes of Zendesk, but Zendesk is way too expensive (and probably overkill too)

 

Thanks

[januttall]

what are you looking for in a help desk we use one that's open source but it dosent support email or AD. so im looking for something difrernt but as of yet ive not found anything open source.

[sparkeh]

Spiceworks is awesome: http://www.spiceworks.com

[glennda]

We use Request tracker which is free/open source. We use it for our own queues the Admin Staff and also the Premises staff.

 

uses Imap to connect to a mailbox and pulls the info from there. Its Linux based.

[localzuk]

We use spiceworks here, works fine. Note, however, that the network health scan/discovery scan can chew through resources on the machine you put it on. We put it on our file server, and it ended up using around 70% of the server's capabilities, slowing everything else down.

 

So, put it either on its own server or in a VM where you can control its resources.

 

In my last school, I started with GLPI but found it a bit unreliable (it has improved greatly since then - that was 4 years ago). When I left, I was using Request Tracker.

 

All of these are free, the latter 2 are open source.

Edited March 20, 2012 by localzuk

[basicchannel]

what are you looking for in a help desk we use one that's open source but it dosent support email or AD. so im looking for something difrernt but as of yet ive not found anything open source.

We're currently using open source free software too, but it's just very limited. It would be nice to have things like a dashboard, analytics and other fancy stuff. At the moment, having something where you can auto-reply closed tickets would be a start.

[basicchannel]

Hmmm, Spiceworks looks very interesting. I'll have a look at that

[Rozzer]

Manageengine service desk plus. Good helpdsk software prob to powerful for a school though.

 

Ross

[jdoldridge]

In house system built built by our web guy. Great System shows requests on a 50inch plasma on the office wall

[basicchannel]

It's a shame Spiceworks hasn't got a Linux release, as we were looking to either externally host or integrate with our current web server.

[Conrad]

We are a big fan of Web Help Desk, nice and easy to use with EDU pricing as well Web Help Desk - Powerful and Affordable Help Desk Software

[FN-GM]

There is a big thread about this here: http://www.edugeek.net/forums/general-chat/85845-helpdesk-software-what-do-you-use.html

[cpjitservices]

OSTickets - It's free and highly customizable!!

[cpjitservices]

I'll just add that OSTickets works with AD.

[AWicher]

+1 for Spiceworks

[ChrisH]

Spiceworks here.

[sjatkn]

OTRS (IT Service Management Software - Free Open Source Help Desk - Problem Management System - Customer Interaction Software | OTRS).

 

Keypoints.

Open source.

Runs on Linux or Windows, using apache & MySQL.

Picks up emails using POP(S), IMAP(S) or procmail.

Web interface for support staff.

Web interface for clients as well as email.

AD login is possible for clients (and support staff) or fully standalone.

Automatic responses.

iPhone / Android app extension.

Extensions to provide ITIL best practice.

Knowledge base / FAQ.

Time accounting

Master/slave tickets

Customer surveys

Reporting features.

 

If the home page is to be believed, it used by some very big names Fujitsu, Scania, NASA, Lufthansa, Boeing, T Systems, Seat, Nokia, Siemens to name but a few.

[MatthewL]

Spiceworks has an Android app out there just so you know.

[soveryapt]

I use SpiceWorks for the Desktop Inventory side of things and I've had a play with the Help Desk and it looks nice, but personally I use WordPress with Support Press from WooThemes (SupportPress | WooThemes) though it is $100 to buy, but it's really feature rich but has the Keep It Simple approach of WordPress.

 

I've also played with OSTicket in the past and that seemed to work nicely - the only other thing I use for my own clients and support is WHMCS (http://www.whmcs.com/members/aff.php?aff=6077), but this another paid for platform and really would be a bit over kill for a school ..

 

If I was you, I'd check out Spiceworks if you have a windows box (check the resources as mentioned), then OSTickets and failing that, investigate the Wordpress/WooThemes combo ..

[reggiep]

Hesk is another free option that runs on a linux box for us. And of course the free price tag helps a lot.

 

Help Desk Software HESK - a free PHP help desk

[TronXP]

+1 for OSTickets

[JJonas]

+1 Spiceworks

[reggiep]

I just had a quick look at OStickets. It looks very similar to Hesk but not quite as pretty!

[fiza]

+1 for spiceworks. Used it for last 3 years. Never looked back. Works without a hitch. Never let me down yet. Very well supported by a forum for any help you need.

[Michael0814]

Cheaper, but just as effective is FocalScope. I’ve tried the trial edition of both systems, and I thought so much of FocalScope, I signed up for a 5 user account. It is highly customizable but very easy to use, and those are the primary criteria I had for a help desk solution.