What helpdesk system do you use?

Guru

Guru

Guru

Soldato
Joined
8 Jun 2005
Posts
5,275
Hi all,

I work on a busy helpdesk and we currently use a bespoke helpdesk/call/ticket logging system.

We are looking for a new product that will do what we want out of the box.

One of the main things we require is a system that will tie in with an SQL database of contacts and allow us to log calls with three different tiers of SLA.

We need the calls to show in an individual staff members own "call stack" and have them show a timer of how long is left of the SLA. We currently have it so that the calls show orange when there is half an hour left of SLA and red when the SLA has passed.

We would also like our clients to log into a web based version of it to see their own calls and possibly raise calls.

Hhaving reporting features is very important to us too as re regularly report to clients on their helpdesk usage.

We have a trial of ZenDesk going at the moment, but they can't do the counting down SLAs out of the box.

Can anyone recommend any other products we could consider?

Thanks,

G
 
Last edited:
I've used 3 different helpdesk call logging systems in the last 12 months and the one which was by far the best is: Hornbill Supportworks.

It was excellent, although pretty expensive.
 
IT use the Altiris Suite of products one of which is a helpdesk app. All I can say is that from both the user and helpdesk staff perspective it's clunky and overly complicated.

Houseonthehill was perhaps basic but did the job far better... except for those wanting to yank statistics.
 
Meekal said:
I've used 3 different helpdesk call logging systems in the last 12 months and the one which was by far the best is: Hornbill Supportworks.

It was excellent, although pretty expensive.
Click to expand...

Thanks, which others did you use out of interest?

mysticsniper said:
My previous company used BMC Remedy for their call logging system

http://www.bmc.com/products/remedy-itsm/it-service-management-suite.html
Click to expand...

Thanks mate, I used to use this over a decade ago so it's almost slipped out of my memory completely, but I remember it was very good at the time.

Thinking about it. I do think having reporting features is very important and I will add this to the original post.

Thanks,

G
 
You must log in or register to reply here.
Back
Top Bottom