Call Logging Software....

R.O.S.S.I · 15 Mar 2012 at 10:39

Hi all, recently come into post at a company looking after their IT systems and they currently don't have any proper formal way of logging calls with IT other than phoning and speaking to someone or someone leaving a note on my desk.

Now it isnt a large organisation, probably around 40-50 staff in total and not all of them have machines, but short of starting a spreadsheet off, are there any cheap, easily configurable options available for me to use? Doesnt need to be anything fancy, just something with a call queue and also a facility for staff to email into and a call be created?

moss · 15 Mar 2012 at 11:09

OTRS? Open source/free
http://www.otrs.com/en/products/help-desk/online-demo/
Ive only ever used it very briefly though as we use something different a (much more expensive and worse) product at work.

ChocolateStarfishRammer · 15 Mar 2012 at 11:11

We use Track-it! .. works pretty well through emails

ruffneck · 15 Mar 2012 at 11:12

spiceworks

sidethink · 15 Mar 2012 at 13:02

Another vote for OTRS, or if you feel like a masochist, Request Tracker.

Used both extensively in a number of businesses and they are superb products.

OTRS is certainly the much easier of the two to get up and running with.

Vauxmad · 15 Mar 2012 at 14:26

Another vote for spiceworks here

SoundsGood · 17 Mar 2012 at 10:25

I run osTicket at home, easy to install, decent interface. Resource Tracker is another one which I'd recommend. I gave up trying to install it myself though as it's not very Windows friendly.

NDJ88 · 17 Mar 2012 at 17:57

I was going to suggest Spiceworks, as a couple of others have.

Dazza_Random · 17 Mar 2012 at 22:32

+1 used spiceworks, users can send an email and it generates a ticket

BoomAM · 22 Mar 2012 at 09:01

Out of curiosity, which of these products support multi-site systems?
And anyone who suggests spiceworks will get a slap. As it doesn't do it properly.

#Chri5# · 22 Mar 2012 at 09:43

We tried Spiceworks for a bit but it had some very, very annoying flaws in the UI. When creating a ticket it would present a drop-down list (I can't remember of what). The list would go off the bottom of the screen and you had no way to scroll the list, so you'd end up having to work your way down the list - one of those little things that really annoys you.

ruffneck · 22 Mar 2012 at 10:07

#Chri5# said:
We tried Spiceworks for a bit but it had some very, very annoying flaws in the UI. When creating a ticket it would present a drop-down list (I can't remember of what). The list would go off the bottom of the screen and you had no way to scroll the list, so you'd end up having to work your way down the list - one of those little things that really annoys you.

We always create a ticket just by emailing

Skidilliplop · 6 Apr 2012 at 23:13

#Chri5# said:
We tried Spiceworks for a bit but it had some very, very annoying flaws in the UI. When creating a ticket it would present a drop-down list (I can't remember of what). The list would go off the bottom of the screen and you had no way to scroll the list, so you'd end up having to work your way down the list - one of those little things that really annoys you.

Altiris\Symantec is obsessed with drop downs too.
It probably covers the requested features, but it's pretty darn expensive.

I'd recommend something like spiceworks or ManageEngine's Helpdesk offering. There's hundreds out there, most offer free trials/live online demos. Just keep fiddling until you find one you like.