March 9, 2011 at 7:56 am
My company is looking at different options for Helpdesk software so I wanted to find out what's out there and what works.
March 9, 2011 at 8:35 am
home grown
a few tables in a general database and IIS to keep track of tickets. good enough for the SOX Gods.
once in a while a CSR will type in someone's SSN or CC# and us DBA's will have to go in and manually delete it
April 7, 2011 at 5:54 am
I am using AJ Help Desk which is the best help desk software with robust ticket support.
April 26, 2011 at 8:43 am
We use Service Desk Express - the little brother of Remedy. It does what we need it to without being ridiculously expensive.
June 15, 2011 at 6:39 am
I am using ManageEngine ServiceDesk Plus[/url]. It is simple to use and affordable. The best features of it are auto assign functionality, robo technician, email commands, automatic ticket dispatch, itil ready and so on. To see informations about help desk softwares, check here IT Help Desk Software[/url]
July 21, 2011 at 7:12 am
it's amazing how people's first posts are links to some help desk software
July 27, 2011 at 7:38 am
We are using footprints, I would not recommend it. I would recommend TrackIt as it did everything we ever asked of it.
Ed Watson aka SQLGator
Microsoft SQL Server MVP
Follow me on Twitter!
Go Gators!
August 3, 2011 at 12:14 am
August 4, 2011 at 8:46 am
Logicalware.com is affordable and easy to use, it also has advanced responses which is handy for answering your FAQ'S
August 10, 2011 at 11:20 pm
Try FocalScope Help desk ticketing System and Live Chat software. It runs on SQL 2005/2008 technology to ensure a stable, fast and expandable solution for business communications.
FocalScope’s access from anywhere design lets you connect your remote offices and branches to a central point to form one virtual organization.
It also offers live chat links on your website so your customers can receive support directly from your website.
Additionally there is a comprehensive ticket history, internal notes to attach information directly to tickets and reporting so you can see trends or deficiencies in your support process. You can also enable an automatic ticket queuing to distribute tickets to available agents.
August 15, 2011 at 12:19 pm
Ed.Watson (7/27/2011)
We are using footprints, I would not recommend it. I would recommend TrackIt as it did everything we ever asked of it.
We use Footprints. I hated TrackIt, performance was terrible! Footprints isn't much better, but then we installed it on a 7 year old server...
TrackIt is poor both on the client side and server side. Whereas Footprints is a web app, so your client side isn't nearly as important, but the server side is an issue for us.
Footprints is HIGHLY configurable. We have set up a Change Management process using it that works very well. We also have Project, Help Desk, Incident and some others. We have nobody to manage it, so it isn't as good as we could have if we spent some time on it, but for those who do it is as powerful as I can imagine anyone needing.
Dave
August 15, 2011 at 12:21 pm
djackson 22568 (8/15/2011)
Ed.Watson (7/27/2011)
We are using footprints, I would not recommend it. I would recommend TrackIt as it did everything we ever asked of it.We use Footprints. I hated TrackIt, performance was terrible! Footprints isn't much better, but then we installed it on a 7 year old server...
TrackIt is poor both on the client side and server side. Whereas Footprints is a web app, so your client side isn't nearly as important, but the server side is an issue for us.
Footprints is HIGHLY configurable. We have set up a Change Management process using it that works very well. We also have Project, Help Desk, Incident and some others. We have nobody to manage it, so it isn't as good as we could have if we spent some time on it, but for those who do it is as powerful as I can imagine anyone needing.
Ours is configured similarly, but the interface is awkward and slow compared to a fat client.
Ed Watson aka SQLGator
Microsoft SQL Server MVP
Follow me on Twitter!
Go Gators!
August 18, 2011 at 7:42 am
August 18, 2011 at 6:57 pm
To be honest it depends on alot of things. The size of your operation is a concern, some tools are great for a small desk, but lack the functionality a large corporation may need.
Currently i'm using HP's ServiceManager. I like it for a very large implementation.
August 19, 2011 at 2:09 am
at the moment we are using system center service manager and I have to say it is one of the worst call logging systems I have ever worked with.
before this in other positions we have used Infra (used to be EMC product but they have bought out VMWare so they have transfered it to the VMWare product portfolio) this was a great product and worked a treat after all the teething issues where resolved and I would highly recommend it.
Before this where two in house written apps other IIS which worked a treat as well.
I would say it all depends if your going for a certification like ITIL etc, if so I would deffinatly give Infra a try, (might have changed its name now its under VMWare)
Viewing 15 posts - 1 through 15 (of 23 total)
You must be logged in to reply to this topic. Login to reply