Help Desk Software

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RockOn

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Hi All

Does anyone have any experience and/or recommendations with regard to help desk software?

I would appreciate any suggestions

All the best

David
 
It depends on what kind of business you're in and what your needs are dude

Depending on that, I can make some recommondatons
 
I'm setting up a helpdesk using iTop at the moment. It has some nice advanced features and overall I'm very impressed with it but be aware that there is quite a lot of planning involved if you try to implement it in an ITIL compliant way.

Huru helpdesk is a plugin for Joomla that is quite good if you want something simpler.
 
The RT suggestion is very good as an open-source solution and greatly able to easily integrate with various systems.

A basic open-source tool, ticket only, is osTicket.

We don’t use these tools anymore since we moved completely cloud based with RMM solutions, but this costs money.
 
It also depends on the problem you are trying to solve. You can get specific products that can resolve particular problems that will help with the IT help desk problem. For example, something like a password self service solution like Nervepoint Access Manager or pwn from google will hit the problem directly at the root and reduce your help desk load right away.
 
RockOn said:
Hi All

Does anyone have any experience and/or recommendations with regard to help desk software?

I would appreciate any suggestions

All the best

David
Click to expand...

I'm an OTRS Fanboy, www.otrs.com/en/software/otrs-itsm/

OTRS ITSM with ITIL module, runs on Windows too.

Glorious help desk to use once configured properly. Export tickets to pdf, submit tickets via email address [email protected] or via customer portal and the list goes on. Linux versions available too.

Took me from scratch, really, from scratch about 2 days to set it up exactly like I wanted it. The rest are little tweaks here and there.

Edit: IT's FREE
 
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It depends as to what kind of help desk your company wishes to provide. If they just want to lock and escalate tickets, then remedy is best. If they want to remotely access customer’s computer and provide technical assistance, you can select from various tools such as logmein, gosupportnow, GoToMyPC, on premise RHUB remote support appliances etc.
 
Fulcrum29 said:
The RT suggestion is very good as an open-source solution and greatly able to easily integrate with various systems.

A basic open-source tool, ticket only, is osTicket.

We don’t use these tools anymore since we moved completely cloud based with RMM solutions, but this costs money.
Click to expand...

I can second osTicket. Just implemented this for one of our clients, and I am happy so far. Hasn't gone live yet, but all the planning is there, awaiting the completed website first.

Cheers
 
After testing few osTicket work best so far, Hesk, Trellisdesk, spiceworks, and 2 others. You should ask yourself the hosting enviroment, linux or windows? How many detail per ticket? Integration with assets? Email submitions or web based or both? I use email piping with my ticket system to give seemless exp.
 
We use Autotask and it does what we need it to. Ticket flow from department to department is great but without knowing your needs it's hard to say what you would need.

There are loads of open source alternatives out there that are free but when you start requiring complicated block hour billing, integrated crm and asset management and finally managed services integration AT is the way to go. It is however very costly but well worth it.
 
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