gibbo_ap Posted June 18, 2012 Posted June 18, 2012 We are currently using an in-house system that works wonders but we need additional features and dont have the time to develop them. login with AD credentials assign to tech reporting email alerts prioritisation of calls easy to use interface assign to agency (ie call passed to 3rd party) add locations manually close to either manual or set reason (ie no fault found/turned off and on again/misc - resolution below) we dont mind if it isnt free but recommendations appreciated!
Edu-IT Posted June 18, 2012 Posted June 18, 2012 OP Smartdesk. OP SmartDesk - Helpdesk, Asset Management, Network Management & Resource Management - All In One
carvjo Posted June 18, 2012 Posted June 18, 2012 we use adventnet manageengine servicedesk plus - very good - not cheap.. but it does exactly what we need and should meet most of your needs..
sparkeh Posted June 18, 2012 Posted June 18, 2012 Spiceworks - Free Community, Help Desk and IT Management App. does all this I think. Plus its free!
Trapper Posted June 18, 2012 Posted June 18, 2012 +1 for Spiceworks. Free and does what it says on the tin.
localzuk Posted June 18, 2012 Posted June 18, 2012 Spiceworks here. It does most of what we want, but could do with a few improvements (tracking custom data could be better).
cneilson6 Posted June 18, 2012 Posted June 18, 2012 Dell / Kace Kbox 1000 not cheap but its a lot more than just a helpdesk system.
jonatkinson Posted June 18, 2012 Posted June 18, 2012 +1 for Spiceworks here too. Couldn't live without it.
Oaktech Posted June 18, 2012 Posted June 18, 2012 We use Gabi, she's our helpdesk lady and keeps a spreadsheet and tells us who to fix first. So far it's the most flexible and comprehensive system i've used!
jtotheb Posted June 18, 2012 Posted June 18, 2012 +1 for Spiceworks I just wish that there was more granularity in the admin levels rather than just Helpdesk Admin or Full Admin. Apart from that I love it.
FN-GM Posted June 18, 2012 Posted June 18, 2012 +1 for Spiceworks I just wish that there was more granularity in the admin levels rather than just Helpdesk Admin or Full Admin. Apart from that I love it. Thats my disapointment as well.
sparkeh Posted June 18, 2012 Posted June 18, 2012 Is Spiceworks still dog slow? No, well at least for us that problem was solved a long time ago.
localzuk Posted June 18, 2012 Posted June 18, 2012 Is Spiceworks still dog slow? Its only dog slow when you have it doing scans too often on a network that's quite large. If you have that set up, you want to throw it on something with significant processing power.
mthomas08 Posted June 18, 2012 Posted June 18, 2012 We use Sharepoint here: All tied in to AD and Exchange. Permission so Staff can add jobs. Can easily assign to any of us 3 IT Support Staff. Email alerts to any new jobs, Summary setup every friday as well. Easy to use (if our non IT literate staff can use it any one can). Easy to add extra fields/custom etc. Staff can add attachments. Able to set required fields E.g what Room they are in. Front screen setup to only show non completed jobs. All completed jobs can be arranged and checked/exported etc. The page is not visible on the tabs to students and if they manually type in the URL they will get access denied. All the options again can be customised. Works great for us, we are however waiting for Frog to improve their Form functions so we can transfer to Frog and scrap sharepoint.
Sylv3r Posted June 18, 2012 Posted June 18, 2012 Help Desk Software, Live Chat Software and Customer Service Software - not cheap or free like spiceworks but it works for us.
Southey Posted June 19, 2012 Posted June 19, 2012 Another +1 for Spiceworks. You wont go far wrong with this bit of FREE kit. Probably the best bit of Software you'll ever download.
cromertech Posted June 19, 2012 Posted June 19, 2012 I'm going to put a spanner in the works here and mention eStreamDesk. Not exactly to your specifications but I use it here because: It integrates itself with google apps, staff get a link to it straight from their email. You can use canned responses to prevent those tedious repetitive 'Have you tried...' emails Does have an API to enable AD integration/SSO using email field of AD
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