RobbieMatheson

Thank you for your feedback, I will investigate Spiceworks further as it does sound promising

Although Zen desk supports most of these requirements reasonably well, I have been given this task to compare other options. The reason for this post was mainly to find out what help desk software other educational services are using, and any feedback regarding a particular help desk.

We are a large academy sponsor and the help desk would be used for central services staff. As for requirements we have many that we deem as 'essential'. We have put together a list of requirements we would desire from a help desk. -Web-based interface -Smartphone access (iOS, Android) -Centrally hostable -Works cross-browser -Portal accessible to end users (Should be accessible using latest version -1 and upwards of all common browsers (Internet Explorer, Chrome, Firefox, Safari) with no degradation of service. Should also work on iPad and Android tablet standard browsers.) -Ability to easily log support calls -Ability to view and assign calls to other users -Ability to set specific service levels -Configurable e-mail triggers -Multi group call assignment -Escalation paths -Audit trail -Links to Google Apps/Drive -Ability to attach files -Ability to produce regular reports -Automatic creation of assets lists -Ability to send e-mails from the system on a specific call

Hello all, We are looking at help desk software to be used in our office, we will have about 20 - 30 agents. We are currently using 'Zendesk', however I have been assigned the task of investigating other options. I would appreciate some feedback as to other help desks that are being used and your thoughts on them. I have vaguely looked into 'Freshdesk' and 'Spiceworks' so if anyone has any comments regarding these help desks I would also be grateful. Many thanks, Robbie