Helpdesk software

Burnsy2023 · 12 Aug 2010 at 13:59

What should I be looking at as a hosted solution for a new helpdesk system?

We're currently looking at Zendesk but we'd need the plus package to do the reporting we want which works out at about £180 per month for 5 users? Is there any big or decent players I should be looking at?

LiE · 12 Aug 2010 at 14:13

Not sure on pricing but check out Service Now http://www.service-now.com/

matthab · 12 Aug 2010 at 16:44

http://www.kayako.com/

We used this for 2 years great peice of kit.

Gaz1988 · 12 Aug 2010 at 16:53

we use axios assyst, very good but pricey.

Stelly · 12 Aug 2010 at 17:16

matthab said:
http://www.kayako.com/

We used this for 2 years great peice of kit.

agreed!

Stelly

Burnsy2023 · 12 Aug 2010 at 17:27

matthab said:
http://www.kayako.com/

We used this for 2 years great peice of kit.

Does it do SLA reporting?

EnderXi · 13 Aug 2010 at 13:03

I have also used Kayako for 2 years where I work, its reporting module isnt that great currently with version 3 but version 4 is out soon and that has much more flexibility, if your confident in SQL querys you can probably write yourself a nice little report that does what you want, all the data is there its just how you mine it.

matthab · 13 Aug 2010 at 13:08

Webought Kayako outright and put it on a webserver. Ive left that compnay now but while I was there it never required any admin it just worked.

Frosty81 · 13 Aug 2010 at 13:21

We also use Kayako, pretty simple to install and use.

Noticed that msi use it as well http://uksupport.msi.com/

Ev0 · 13 Aug 2010 at 14:29

LiE said:
Not sure on pricing but check out Service Now http://www.service-now.com/

We use this, I like it (now!).

Licensed per administrator I think, however now massively cheap. Our pricing works out at around £580 per administrator per year.

paradigm · 13 Aug 2010 at 14:33

http://www.ilient.com/

Ilient Sysaid works well IMO. I tried Kayako and hated it.

dave2kdh · 13 Aug 2010 at 15:53

Use sysaid here also, good peace of kit.

VeNT · 17 Aug 2010 at 14:46

we use Visual QSM (Previously known as Quetzal) by Datawatch.
not sure how well these others scale, ours is used by a few hundred people.

Mr-White · 17 Aug 2010 at 15:21

Using Sysaid here too

MW

Hellsmk2 · 18 Aug 2010 at 12:52

We have Sitehelpdesk here - quite cheap, does SLA reporting, and a whole host of other functions. Best helpdesk software I've ever used by a country mile.

Ev0 · 18 Aug 2010 at 14:23

VeNT said:
we use Visual QSM (Previously known as Quetzal) by Datawatch.
not sure how well these others scale, ours is used by a few hundred people.

Have used that before and like it, but not sure they offer a hosted solution?

didgemaster · 21 Oct 2010 at 15:41

Not used it myself but spiceworks looks interesting especially as its free!

Hatter The Mad · 22 Nov 2010 at 11:56

Burnsy2023 said:
What should I be looking at as a hosted solution for a new helpdesk system?

We're currently looking at Zendesk but we'd need the plus package to do the reporting we want which works out at about £180 per month for 5 users? Is there any big or decent players I should be looking at?

Kayako have just launched their new lineup: http://www.kayako.com - beats others on value hands-down