IT Helpdesk software

Paul_cz · 15 Mar 2009 at 20:55

We use this:

http://www.infra.co.uk/solutions/

can anyone tell me if it is any good? : ) So far I didn't have any problems with it, but I never used anything else.

edgedemon · 15 Mar 2009 at 20:59

Wardie said:
Take a look at Touchpaper

Dont
We have had it for 3 yrs and its terrible, looking to replace it ASAP..

Janesy B · 15 Mar 2009 at 22:06

I use Tesseract at work, I do not like it. Somedays it makes me want to cut someone.

PoD · 16 Mar 2009 at 10:00

We have issues with KPI's from the Kayako Support Suite.

Can anyone tell me a decent way to manipulate it to get results (apart from hosting on one of our databases and using that)??

Miguél · 3 Apr 2009 at 15:14

Spike_UK said:
We use AdventNet ServiceDesk Plus for our helpdesk.

Does everything we want nicely and it's fairly cheap compaired to some of the others.

We currently use this too. I would advise everyone not to purchase this. It is fairly cheap compared to others but there is a reason.

Totally unreliable system and the support is terrible. The reporting side is awful too. We are currently looking into buying some new software.

LordSplodge · 3 Apr 2009 at 16:20

http://www.webhelpdesk.com/

That's what we use here and I really cannot fault it.

BoomAM · 6 Apr 2009 at 12:13

wombraider said:
we use
http://www.liberum.org/

and its totally freeware

We use that on our site.
We've modified it a bit to suit our needs though.
Does the job.
Not as good as many, but a pretty good system nontheless.

.

Im looking at moving to 'My Little Helpdesk' though, as it offers far more features in a rarther simple, and cheap, package.

Talbs13 · 6 Apr 2009 at 14:02

Amdocs CRM, 30,000+ users.

Hades · 6 Apr 2009 at 22:39

If anyone suggests Peregrine Service Centre then shoot them in the head with a very large and dangerous gun.

Spammeh · 15 Apr 2009 at 10:36

Vivantio here, does the job nicely if you want a simple call logging system

Godsbrother · 15 Apr 2009 at 22:13

Spike_UK said:
We use AdventNet ServiceDesk Plus for our helpdesk.

Does everything we want nicely and it's fairly cheap compaired to some of the others.

Ditto on the above been using it for a couple of years now and it's great. THe support is India based as is the parent company but they are very good and bring out updates and additional features regularly such as builtin remote control of workstations.

We have about 10 tech/devs using it for 500 users in the UK plus we also use it for supporting our offshore callcentre.

We also use it for Asset management.

For the price/features doubt you'll beat it.

As for the above that say's it's unreliable I can say that in the last couple of years it has caused a problem maybe 2/3 times if that. The reporting could be better but does what I want and you can also create your own custom reports using your own queries plus they have just the reliased the first version of an api so you can integrate with outher software yourself.. if you have a dev team.

M4RKY90 · 19 Apr 2009 at 11:42

Helpdesk Software

Another one TouchPaper....not a bad piece of software but it does have its flaws...overall easy to use...Would recommend assyst as it is a much powerful tool.

brocksta · 19 Apr 2009 at 14:16

We used to use Lotus Notes but we've recently rolled out HPSM across all sites.

Its still very early days as there are a lot of basic features not working very well (emailing from calls was shockingly crap) but its slowly being improved (its bespoke software).