Helpdesk Software

[stoofa]

I need to setup an IT Helpdesk - it is something that we've never really bothered with.
However I need something that will enable me to report back how many issues/problems/requests IT deal with on a monthly basis.

The requirements really are:

Commercial or Open (Free or pay, doesn't matter as I have budgets to spend)
IIS or Apache (Shouldn't really matter, but I can use either)
Enable users to raise tickets primarily via a web browser although e-mail requests would be useful to.
Be relatively easy to setup & administer
The interface nice and easy for user's (remember how "silly" some users can be)
A reporting tool - so I can get information like avergae time to close a ticket, number of tickets closed etc.

Does anybody know of any packages I should/could look at?
Of all the things IT related I've done over the years I've never been involved with setting up a Helpdesk - so I honestly don't know what packages are worth looking at.

Thanks.

 

[Dano]

http://www.spiceworks.com

Not sure how good it is but have heard good things.

 

[Deleted member 64478]

This is the one we use.
http://www.hornbill.com/products/

Not just for IT. Can be used for anything for logging jobs. Great piece of software.

Andr3w1984

 

[m4cc45]

If you have the funds available I'd recommend TouchPaper Helpdesk. Excellent software runs on a SQL backend and requires client installation. It is feature packed though and well worth the time to set it up correctly.


M.

 

[LizardKing]

We use this, simple and does the job.
http://www.liberum.org/

 

[stoofa]

Not had a chance to look at any of these - however I shall look at them all tomorrow when I get into work.

Thanks.