web based helpdesk

[scotyboy56]

Hi there

 

I am building a school intranet and on it I would like to put a helpdesk. So as it is easier for us (the IT techs) to keep on top of what jobs we have to do, and to make it easier for staff.

 

So what I'm looking for is something I can add to my web pages that I have done so far. (HTML) Or some help on creating one as I have no idea how to do this.

 

 

Thanks

[timbo343]

Have a look at spiceworks.

[scotyboy56]

I have looked at that before and I'm not fond of it tbh

[nickbro]

Home Access Plus+ has a very simple help desk built into it, it allows you to easily customize the style to match your website

[mattx]

I have looked at that before and I'm not fond of it tbh

 

The reason being.....?

I'm using it in a global environment - data collectors in 23 offices all over the planet and I have just installed a seporate instance of it for a department [ after turning off all the bells and whilstles ] so they can track and trace their own departments issues.

I think it's one of the best free helpdesk systems out there.

[scotyboy56]

I tried it a few weeks ago and I could just never get it to work tbh

[flyinghaggis]

We've been looking at Zendesk. It seems OK so far and it's ultra straightforward to setup as they host it for you. Edited January 9, 2013 by flyinghaggis

[twin--turbo]

glpi here. 15,496 tickets and counting...

 

Rob

[m25man]

We switched to ZenDesk too, only needed the basic tools so $20 per year for 3 technicians donations to charity seemed to tick all the boxes.

[t4ll1f3r]

Just looking as OSTicket at the moment.

 

Seems to do the job.

 

Mark

[scotyboy56]

I've been looking at that for the past 10 minutes, but the problem is they are all to over the top.

I'm looking for something simple where they can log on (but I'm working on having them logged automatically) and write there issue down set a priority and then click send and then the issue is logged.

They all seem to complicated and the easier and quicker it is the more likely people are to use it.

[twin--turbo]

I have not looked at the glpi simplified interface for a while (the one staff use)

 

but they basicaly have a priority, subject and description. If they like they can select the "category" some do some dont. then they hit POST.

 

We get an email of a new ticket , and our "in house" ticket alert screen also tips us off that someone has put on a ticket.

 

It's not rocket science.

 

Rob

[mattx]

I've been looking at that for the past 10 minutes, but the problem is they are all to over the top.

I'm looking for something simple where they can log on (but I'm working on having them logged automatically) and write there issue down set a priority and then click send and then the issue is logged.

They all seem to complicated and the easier and quicker it is the more likely people are to use it.

 

Spiceworks - portal - sign in using their windows username and password, type in the box what the problem is and hit send. Or simply send an E-mail to the dedicated helpdesk E-mail address. Can't get much more simple than that......

[bossman]

@scotyboy56:

 

We use this:Home - Liberum Help Desk and have been for years, can be used with any SQL backend and you can setup your HTML intranet page to send the requests in a format to suit yourself.

 

If your good with SQL code you can also setup a web front end to automatically pull out reports.

[glennda]

Request Tracker.

[bgarston]

Have a look at spiceworks.

I Second Spiceworks...We've customised it so that one installation caters for 4 Academies plus a couple of other organisations that are associated with the Academies. Seams to be working very well.

[Edu-IT]

We switched to ZenDesk too, only needed the basic tools so $20 per year for 3 technicians donations to charity seemed to tick all the boxes.

What is in the 'starter' one?

 

Edit: Oh, found it here. http://www.zendesk.com/product/compare

[john]

I have just installed a seporate instance of it for a department [ after turning off all the bells and whilstles ] so they can track and trace their own departments issues.

I think it's one of the best free helpdesk systems out there.

 

Seconded that option, I have customised it for the Site Team and made a custom language to replace IT Support style references with Site Team so staff feel comfortable with it as it looks the same as the IT one and works the same just a different colourset

[sjatkn]

We use OTRS (OTRS Help Desk software - OTRS IT Service Management software - Free Open Source Help Desk - Problem Management System - Customer Interaction Software | OTRS). Very powerful and configurable, can accept email or web tickets. If you go for OTRS ITSM then you get an ITIL compliant system.

[ADMaster]

I use webhelpdesk its not free but it is what our ITC uses so that's what we got too. It used to be made my mac design studio but they got acquired by solar winds this past summer.

 

It is very customizable, accepts tickets through email or web interface. You can set up a number of locations and categories etc.

[Pudding]

We use Redmine

 

Having looked at many of helpdesk systems (including all of those mentioned in this thread) we ended with something which isn't even really designed as a helpdesk system (it's a project management application which has issue tracking incorporated within it). We find that it is helpful to have all of our projects and support work in one system and this is something which, in my view at least, Spiceworks doesn't do particularly well.

 

In terms of using it as a helpdesk it has everything we needed:

 

1. Free
   
2. LDAP integration (if you want it)
   
3. Web portal and email ticketing support
   
4. Prioritisation
   
5. 
   

[SHimmer45]

I did stumble across a VM appliance for RT

havent fired it up yet but that would appear to take some of the setup hassle away

might be worth a look RT 3.8.7 VMWare appliance with RTFM | Groundtactics.com

[Gatt]

I used WebHelpdesk (now part of SolarWinds so not sure what pricing is like)

Worked a treat and very easy to use (both for Admins[Techs] and End-users