What Helpdesk Do You Use

[Brad.humphrey]

Rt|request tracker anyone?

[singh763173]

The company im with now used to use RT but have since moved over to Service Now. Both are pants tbh.

[alex_m]

I use Hesk. Free, open-source, PHP and MySQL based.

[Matt Lestock]

Kaseya is a great solution if you're using the other MSP features they provide.

I personally have used the shit out of Kayako, and love it. It's by far one of the more full featured solutions on the market.

It's a little costly, but if you can justify the cost it's simply one of the best available.

[nullshell]

We are using SmarterTrack (hosted version) which also allows you to build a great knowledgebase. It's fairly inexpensive and have all the features you need to build a great helpdesk system.

[shifty2112]

compny i work for uses kaseya and connectwise for ticket managment. works nice.

[JCAG]

I have to completely agree that SpiceWorks is one of the top solutions out there. I use it for my company and it does absolute wonders. Even though it is FREE, for the features it gives, I would even be willing to pay for it. Their community network is amazing, with other experts ready to help you should you have any questions. Also, it allows for you to customize a lot of different aspects of the program to make it work for your specific company. One of my favorite parts...You can access everything remotely since it works off of Port 80 and other Internet accessible Ports and there are Android and iOS apps for smartphones and tablets.

[Pwnd2Pwnr]

Agreed if I didn't before... Spiceworks has saved muh ass several times...

[Espike845]

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.

I use Remedy at work, and it's a great system. We have it super customized, but then again, the company I work for is huge and can afford a full time staff to support it.

[wacko]

Hi I have been using Landesk for years. Used to be called touch paper or before that royal blue. It ticks all the boxs. I would recommend it.

[WhereIsHere]

I have gone through several ticketing systems and out of all of them I think that ConnectWise is the best ticketing system out there.

http://www.connectwise.com/

[Plunks]

Ive been using Aegis for the last couple of months, don't really have any complaints with it purely because it has been set up so well for what we are doing. Doesn't come cheap though

[unixkey]

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

I second Spiceworks. I can't believe all the great features you get with this.

[ChevronX]

VMWare Service Manager =D

[Stevie]

We used Marval at the last place I was at 3 years ago and House On The Hill now. Both kinda shit or maybe just not implemented how they should be.

[Anilyst]

We currently use trackIT and its super pointless, very laggy , permissions are always getting messed up due to bad code, just generally a bad piece of software

[rottingsun]

I wrote one in C# that mimics some of the functionality of trackit, but is pared down, and has its own unique features. It's got an email monitoring agent, AD integration agent, sends notifications, etc. I didn't need things like inventory management so I left that out.

[spiky3mike]

In my old job working as 2nd line support in a corporate company we used Heat which does have a a few bells and whistles but again it comes to that old age question, it depends on the requirements of what your or your company needs.

http://www.targetfour.com/hd/products/heat/index.htm

Edited February 6, 2014 by spiky3mike

[THCMinister]

My company uses BMC's Footprints. Overall it is a fantastic product, in my opinion. Different user access roles, charts and graphs to represent response times/number of tickets/resolved by/ etc.. It has the ability to generate tickets from email, this is helpful for have monitoring software auto open tickets/close them when thresholds are met. With that being said , our instance was set up poorly, people didnt take time to understand the product before diving in. This makes it convoluted with unnecessary data/users/tickets/etc..