itsm0ld Posted December 8, 2011 Share Posted December 8, 2011 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. Quote Link to comment Share on other sites More sharing options...
Infatuas Posted December 8, 2011 Share Posted December 8, 2011 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. Quote Link to comment Share on other sites More sharing options...
singh763173 Posted December 8, 2011 Share Posted December 8, 2011 I personally implanted Sysaid. And my company currently uses BMC Magic (soon to migrate to Remedy) Quote Link to comment Share on other sites More sharing options...
barry99705 Posted December 9, 2011 Share Posted December 9, 2011 Currently using Autotask, but have used OTRS and a couple of in house coded apps. Still looking for the best application. Quote Link to comment Share on other sites More sharing options...
Infiltrator Posted December 9, 2011 Share Posted December 9, 2011 (edited) The company I work for uses, HPSM for managing and logging tickets. http://h30499.www3.hp.com/t5/IT-Service-Management-Blog/Introducing-HP-Service-Manager-9-20/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 December 9, 2011 by Infiltrator Quote Link to comment Share on other sites More sharing options...
b0park Posted December 9, 2011 Share Posted December 9, 2011 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. Quote Link to comment Share on other sites More sharing options...
itsm0ld Posted December 13, 2011 Author Share Posted December 13, 2011 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. Quote Link to comment Share on other sites More sharing options...
Tru-Tek Posted December 14, 2011 Share Posted December 14, 2011 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. Quote Link to comment Share on other sites More sharing options...
Sitwon Posted December 15, 2011 Share Posted December 15, 2011 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. Quote Link to comment Share on other sites More sharing options...
itsm0ld Posted December 16, 2011 Author Share Posted December 16, 2011 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.... Quote Link to comment Share on other sites More sharing options...
TuX^ Posted December 22, 2011 Share Posted December 22, 2011 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. Quote Link to comment Share on other sites More sharing options...
The Sorrow Posted December 26, 2011 Share Posted December 26, 2011 Currently using Autotask as well and don't like it much. Planning on making a SharePoint add-on that does ticketing. Quote Link to comment Share on other sites More sharing options...
John Tar Posted December 29, 2011 Share Posted December 29, 2011 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. Quote Link to comment Share on other sites More sharing options...
Fixations Posted January 8, 2012 Share Posted January 8, 2012 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 Quote Link to comment Share on other sites More sharing options...
g00denz Posted March 17, 2012 Share Posted March 17, 2012 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. Quote Link to comment Share on other sites More sharing options...
3TeK Posted April 12, 2012 Share Posted April 12, 2012 Kayako. Not a big fan of it too much configuring and it takes time setting stuff up. Quote Link to comment Share on other sites More sharing options...
Jmanuel Posted April 12, 2012 Share Posted April 12, 2012 (edited) 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 April 12, 2012 by Jmanuel Quote Link to comment Share on other sites More sharing options...
Batman Posted April 12, 2012 Share Posted April 12, 2012 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. Quote Link to comment Share on other sites More sharing options...
psydT0ne Posted April 16, 2012 Share Posted April 16, 2012 We use Manage Engine at work...local government about 1500 users... http://www.manageengine.com/ Quote Link to comment Share on other sites More sharing options...
j4keruby Posted April 29, 2012 Share Posted April 29, 2012 Jobs Software Translation Quote Link to comment Share on other sites More sharing options...
wh1t3 and n3rdy Posted May 30, 2012 Share Posted May 30, 2012 Spiceworks here, our size does not warrant anything flashier and the community support is quite good. Quote Link to comment Share on other sites More sharing options...
Atomix.Gray Posted June 4, 2012 Share Posted June 4, 2012 Clarify Quote Link to comment Share on other sites More sharing options...
manojsundar Posted June 15, 2012 Share Posted June 15, 2012 We have found HappyFox ( http://www.happyfox.com) to be very useful for managing client requests. The tool integrates with our email and website, creates tickets based on customer requests. HappyFox allows us to categorize and search for tickets, making bulk mail handling very simple. It also enables us set milestones for tracking the progress of each ticket with the status feature of each ticket. We have also added staff members with different administrative privileges in our support instance. HappyFox is free for a 2 member team and economically priced for larger teams Quote Link to comment Share on other sites More sharing options...
keyboardN1nja Posted June 23, 2012 Share Posted June 23, 2012 We use OTRS at my job, and it has served us well for years. Quote Link to comment Share on other sites More sharing options...
Dekan_ Posted June 24, 2012 Share Posted June 24, 2012 We use http://www.epicor.com/products/pages/itsm.aspx - uses sharepoint for ticket interaction. Quote Link to comment Share on other sites More sharing options...
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