Helpdesk Software

casperjr · 21 Jul 2008 at 09:29

Hello

I have been tasked to look into helpdesk software.

I work in a small IT firm with a number of different clients on a number of different sites.

I have used a number of software for the purpose of helpdesk and call logging in different jobs such as,

Infra
Track-IT
ServiceCentre

However these have been dismissed for either being aimed at large IT dept's or cost in the case of Track-IT.

I have been looking at nethelpdesk - http://www.nethelpdesk.com/

So far from first look and feel it's looking OK and the cost isn’t too much.

Have anyone got any other ones worth a look or worth avoiding with a barge pole.

Thanks

TheKnat · 21 Jul 2008 at 10:28

I trialled a piece of software called Spiceworks, which is free but ad-supported.

Seemed to be quite a decent piece of software which does monitoring and helpdesk roles, so it might be worth a look for you.

Rudeboy · 21 Jul 2008 at 11:58

We've just started using HP Service Centre (global inititive) and it's not impressed any of the admins worldwide in our organsiation. Overly complicated for what it does.

We have used Servicedesk+ (local install) in the past which seemed to do the job quite well. Logging tickets via email, automated emails to end users on assignment/updates/closures of tickets etc. Also included asset and contract management which was very useful to have in a single tool. From memory, it wasn't too expensive either.

K.C. Leblanc · 21 Jul 2008 at 18:56

At the moment I use an excel spreadsheet. Everything else is too complicated for my users.

Oneorzero might be worth a look. Or google turned up this http://www.opensourcehelpdesklist.com/

FrankJH · 21 Jul 2008 at 19:22

Richmond SupportDesk - reasonably good but takes time getting it setup right

Ev0 · 21 Jul 2008 at 19:31

Not sure how much it is but at my current place we use a web based/hosted solution called Service Now. Slightly ironic title as it's a bit slow going sometimes

http://www.service-now.com/

Also have used Quetzal/QSM from Datawatch which I thought was very good but it all hosted in house so adds to the cost/work.

sparkey196 · 21 Jul 2008 at 19:34

Kayako SupportSuite is very good and cheap.

Rangler · 22 Jul 2008 at 10:41

Dont use TRACK-IT we've had continual ongoing problems with it and it never indexes properly.

SupportWorks by Hornbill gets my vote every time.

Will Gill · 22 Jul 2008 at 12:12

we use infra, its not that expensive and we only have 20-30 people

mohawk · 22 Jul 2008 at 16:31

ive been looking for something similar for a company i work for, best one ive found so far is clicks management vivantio service desk, which is online based, not sure about the price but they give a free trail which seems to work well.

datsunman · 22 Jul 2008 at 22:10

Rangler - what kind of problems do you have with Track-It? We use it, and whilst it isn't the most feature rich product (hence why I'm getting rid, looking at Hornbill actually!) it seems to work OK.

Richiev4 · 22 Jul 2008 at 22:11

Jira - http://www.atlassian.com/software/jira/