IT Helpdesk software

ferretmaster

ferretmaster

ferretmaster

Associate
Joined
19 Oct 2005
Posts
528
I would like to get everyones opinion on what is the best helpdesk software around at the moment. Currently we use one called Sunrise and to be honest its pretty limited and doesnt offer many features. Does anyone have any good suggestions.

Cheers
 
All depends what you want it to do and how much you have to spend! We use BMC Remedy 7, very nice piece of kit but very expensive to purchase/maintain though it does help when having multiple customers as we can have seperate DB's for each customer. Costs for 200 users supporting 20k staff were about £50k for the software (and that was an upgrade from teh previous version!), £20k for the hardware to run it on and £15k per year support. Has taken us about 4 months to get the incident management working fine, about to move problem management onto it from a spreadsheet based process. After that it's onto the CMDB!
 
We're about to switch to Kayako Support Suite, I've been testing it for the last two weeks and it's brilliant. It's not free, costs $500 however if you speak to the sales team they will normally give you a bit of discount.
 
Our Service desk currently uses Sunrise, they are planning on purchasing Hornbill. Was a close toss-up between this and Touchpaper apparently.
 
I use Microsoft Share point services intergrated with IIS.

I work in a school, so the staff go straight to the helpdesk when opening Interent Explorer, it syncs with Active Directory so the users are already loged on, so not another password to remember, and there are a few boxes they are required to fill in, then i update the call and either assign it to my tech or myself.
 
hmmmmmmmmmmmmm

The Helpdesk we are looking to move to is one that would work well with around 700-800 users with Technical and software support issues. The helpdesk comprises of 2 people who deal with 300 calls a week.
 
Have used iterations of Quetzal/QSM in the past, seems ok.

Currently use an online hosted thing called service now which if configured properly isn't bad and being hosted means nothing to maintain at our end really bar the initial config/setup.
 
DavidQ said:
We're about to switch to Kayako Support Suite, I've been testing it for the last two weeks and it's brilliant. It's not free, costs $500 however if you speak to the sales team they will normally give you a bit of discount.
Click to expand...

Kayako is superb. Deployed it last year for our helpdesk and it completely revolutionised how we work literally within 2 weeks.

Previously we were responding to about 70-80% of calls within 2 working hours and about 15% of our calls were hitting voicemail.

After deploying Kayako, over 99% of calls are responded to within 2 working hours and on average 3% of calls overflow to voicemail - mainly during the lunch periods.

Kayako's simple to install and configure as well as modify to your requirements.

Our support team of 5 handles calls from approx 12,000 customers

Get's a big +1 from me :)
 
swinnie said:
Spiceworks is pretty good, for a freebie.

Our IT support is managed by an external firm, but they use Remedy.
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At my current firm i use Supportworks and compared with Remedy which i used when i worked for capgemini its carp.

Supportworks actual support of there own product isnt the greatest either.

had no end of issues just virtualising our server because of the way it locks itself to hardware took them a few days to actually generate us a new key so we could ue it !
 
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