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What Helpdesk Do You Use


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#1 itsm0ld

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Posted 08 December 2011 - 09:43 AM

I have been tasked to implement a helpdesk system, I have looked at Zen desk and Kayako...looking for suggestions on what you guys are using.
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#2 Infatuas

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Posted 08 December 2011 - 11:06 AM

I have used Kaseya in the past as it is a full featured product and fairly inexpensive. My company is also in the process of looking for a help desk solution. We are currently interviewing 4 different companies and have narrowed it down to Kaseya and N-Able. You may also want to look at Level Platforms or GFI depending on your needs. Kaseya is focused more on I.T. Automation, Ticketing, Scripting, Patch Management, Backups, and Remote Connectivity as well as N-Able. Level Platforms and GFI seem to focus more on monitoring but are not the better of the 4.

#3 singh763173

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Posted 08 December 2011 - 02:25 PM

I personally implanted Sysaid. And my company currently uses BMC Magic (soon to migrate to Remedy)

#4 barry99705

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Posted 08 December 2011 - 09:08 PM

Currently using Autotask, but have used OTRS and a couple of in house coded apps. Still looking for the best application. :rolleyes:
Encryption is the chicken soup of security,
feel free to apply it if it makes you feel better because it’s not going to make things any worse,
but it may not make things any better either.  
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#5 Infiltrator

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Posted 09 December 2011 - 05:31 AM

The company I work for uses, HPSM for managing and logging tickets.

http://h30499.www3.h...20/ba-p/2410231

At first, it can be a very complex tool to use, but once you get the hand of it. It's a very good tool for managing tickets.

Edited by Infiltrator, 09 December 2011 - 05:33 AM.

Regards,
Infiltrator


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#6 b0park

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Posted 09 December 2011 - 08:55 AM

It may be more helpful if we knew what features you're looking for, but aside from that, we use Spiceworks. Fast, free, and has a great community. I find myself search for help there first before heading to Google.

#7 itsm0ld

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Posted 13 December 2011 - 10:12 AM

Thanks for the response guys, I am making a list of packages to try. I really need just basic features:

Open ticked via email
Track ticket progress
Basic reporting, close time, response time, etc
Different levels of user, tech, admin, user


As you can see its a very basic set of requirements, almost everything fits the bill but as you know it can be hard to zero in on the best choices.
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#8 Tru-Tek

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Posted 14 December 2011 - 08:01 AM

I personally implanted Sysaid. And my company currently uses BMC Magic (soon to migrate to Remedy)


FYI on Remedy,

I have programmed it and supported it. If you are planning on using the out of box product don't modify it. You will spend the rest of your life fixing things. If the out of box doesn't work for your company invest in someone that will create a custom made help desk for you. It is a neat product though. I enjoyed it even though I was programing it all the time.
Mike
True Technologies
http://www.tru-tek.com

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#9 Sitwon

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Posted 15 December 2011 - 03:21 PM

We used to use MojoHelpdesk, but it was pretty awful. I setup RequestTracker and we've been happily using it for just over a year.

RequestTracker might not have all the features of systems like Kayako or Zendesk, but it works very well for our email-heavy workflow.

#10 itsm0ld

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Posted 15 December 2011 - 09:37 PM

We used to use MojoHelpdesk, but it was pretty awful. I setup RequestTracker and we've been happily using it for just over a year.

RequestTracker might not have all the features of systems like Kayako or Zendesk, but it works very well for our email-heavy workflow.


LOL funny you should mention mojohelpdesk we have used it in the past and it was truly horrible.....I had 1 star lol....
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#11 TuX^

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Posted 22 December 2011 - 06:55 AM

We use osTicket at work. It's really easy to use and has some great features. I can't say it's basic because it is fully customizable through PHP and the SQL backend.
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#12 The Sorrow

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Posted 26 December 2011 - 06:30 PM

Currently using Autotask as well and don't like it much. Planning on making a SharePoint add-on that does ticketing.
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#13 John Tar

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Posted 28 December 2011 - 08:48 PM

I have been tasked to implement a helpdesk system, I have looked at Zen desk and Kayako...looking for suggestions on what you guys are using.

I tried both www.zendesk.com and www.focalScope.com . I ended up using FocalScope because they have a free startup edition with features that Zendesk charges good money for. Both are great help desks, it comes down to your needs and budget.

#14 Fixations

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Posted 08 January 2012 - 03:15 PM

I would recommend ServiceDesk Plus by ManageEngine, I have used it now at two different companies and highly rate it. ManageEngine now offer a cloud option which is our preference.

ServiceDesk Plus

#15 g00denz

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Posted 17 March 2012 - 05:00 PM

I my IT career I have used soooooooooooo many Helpdesk systems and by far I found the winner has been OSTicket, it is simple, full featured and really just works once configured.

I used to run RT, OTRS, ManageEngine, Salesforce and others either they were to complex, to difficult for people to use quickly and just cumbersome. OSTicket does everything right, yes they could use some more features but at the end of the day the extra feature we just would not use.

#16 3TeK

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Posted 11 April 2012 - 11:46 PM

Kayako. Not a big fan of it too much configuring and it takes time setting stuff up.
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#17 Jmanuel

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Posted 12 April 2012 - 12:27 AM

Kayako. Not a big fan of it too much configuring and it takes time setting stuff up.


For the things that you mention. I would recommend that you try spyceworks,

It would take you a few hours of research, and it's easy to setup.

If you don't have the time, get someone from freelancer to help you :)

One more thing, Kaseya is good only if you have more than 1000, they charge per computer NOT CHEAP



"deepfreeze those computers and never worry about them"

Edited by Jmanuel, 12 April 2012 - 12:31 AM.


#18 Batman

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Posted 12 April 2012 - 09:34 AM

It may be more helpful if we knew what features you're looking for, but aside from that, we use Spiceworks. Fast, free, and has a great community. I find myself search for help there first before heading to Google.


Spiceworks works great. It's what we use at UCF in my department.

#19 psydT0ne

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Posted 16 April 2012 - 03:17 AM

We use Manage Engine at work...local government about 1500 users...

http://www.manageengine.com/
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#20 j4keruby

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Posted 29 April 2012 - 10:21 AM

Jobs Software Translation :mellow: