Anyone work IT helpdesk for medium-large companies?

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cpals

Diamond Member
Mar 5, 2001
4,494
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I was wondering what kind of helpdesk program you have? We currently use a in-house programmed app, but it's pretty buggy and not too many people are happy with it (except the programmers of course).

It'd be nice to have something web based and standalone app together. Be able to email in tickets and have them converted automatically to helpdesk tickets. Be able to attach pics/files and assign tickets to different departments. We have appx. 12 outside departments that we take care of in the county and so we need to be able to differentiate where people are from. Be able to run custom reports for our managers to see work output. Also, most importantly it would be nice to have it integrate with Active Directory so it auto imports our current user list.

Some we're looking at right now:
1. TrackIt! - Looks very nice. No pricing on website though.
2. Footprints
3. Avensoft Help Desk Server - too simple
4. NetSupport Helpdesk - We currently use Netsupport Manager for Remote Connections

Oh yeah. We have appx 1100 computers/laptops and over 1300 users.

Thanks!
 
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DaiShan

Diamond Member
Jul 5, 2001
9,617
1
0
The last time I worked in an enterprise setting we created our own system. There was a web page where the user could select the problem type (hardware or software) if it was software they would select the name of the application, then there was a field where they could enter details. For tickets, when the tech closed an issue they filled out a ticket which wrote to the mysql db and you could run reports for a specified time period. We also used PC numbers to identify the computer that was worked on, this was selectable from a drop down menu. It probably took 2-3 days to get something workable.
 
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sjetexas

Senior member
Oct 21, 2004
222
0
0
We use Magic Service Desk from Remedy. Web based and has quite a few features. It seems to be pretty customizable as far as appearance, reports, setting up departments, etc. Our helpdesk has a staff of 10-15, although the whole IT department uses it (50 people or so). Eventually we plan to have an interface our end users can use to open some of their own tickets.

No idea on the costs involved, though I am guessing its pretty high dollar.
 
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IamElectro

Golden Member
Jul 15, 2003
1,470
0
76
Originally posted by: sjetexas
We use Magic Service Desk from Remedy. Web based and has quite a few features. It seems to be pretty customizable as far as appearance, reports, setting up departments, etc. Our helpdesk has a staff of 10-15, although the whole IT department uses it (50 people or so). Eventually we plan to have an interface our end users can use to open some of their own tickets.

No idea on the costs involved, though I am guessing its pretty high dollar.
Click to expand...


We use Magic and have around 350 people using the service as well. It is very customizable and seems to be fairly reliable. I have noticed it does have a bit of a learning curve as some of our non technical employees have trouble with it sometimes.
 
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imported_ALien

Member
Jan 25, 2005
141
0
0
We use trackit and we have 300-400 employees with a computer for each user. It works pretty good, we are currently running the older version of Track-it so there are some bugs in it, but I believe the new version fixes all that and has more features. Overall I would recommend it to use, dont know how well it would work in a 1000+ user company.
 
Crazee

Crazee

Elite Member
Nov 20, 2001
5,736
0
76
I am a Systems Administrator at a college with 5,000 workstations and 2,000 employees and 30,000 students. We use Computer Associates Servicedesk Service Plus.

The new r11 version they just put out is really nice. We have had a web interface where anyone can enter a ticket rather easily. It also integrates with Active Directory and if you run their Asset Management system it will also pull in your machines from there as well.
 
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MercenaryForHire

Lifer
Jan 31, 2002
40,819
2
0
Another Remedy user here. While it's a favorite scapegoat, a minute of downtime every, say, three months - really isn't that bad. :p

- M4H
 
edro

edro

Lifer
Apr 5, 2002
24,326
68
91
We use Helptrac, but it sucks IMO. We have looked into trying Heat, but it supposedly costs a ton of money.
 
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Doctorweir

Golden Member
Sep 20, 2000
1,689
0
0
Our helpdesks also use Remedy, but as one of the iQuate founders is a friend of mine, have a look at this. They are a nice company with pretty good solutions... :)
 
Kelemvor

Kelemvor

Lifer
May 23, 2002
16,928
8
81
We use ClarifyCRM. Have a few hundred thousand employes and such through all the businesses around the world. Has web client or installed client. Can email in a ticket. Can email out from the app. Don't know where it's from or anything though.
 
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Gand1

Golden Member
Nov 17, 1999
1,026
0
76
I am also a Admin at a University and we use Heat.

Heat

Very customizable and not too combersome to use.
 
B

BHeemsoth

Platinum Member
Jul 30, 2002
2,738
0
76
Originally posted by: Gand1
I am also a Admin at a University and we use Heat.

Heat

Very customizable and not too combersome to use.
Click to expand...

I work as a hardware technician for my school, and we use the same package.
 
S

Syrch

Diamond Member
May 21, 2004
3,382
2
0
Originally posted by: Crazee
I am a Systems Administrator at a college with 5,000 workstations and 2,000 employees and 30,000 students. We use Computer Associates Servicedesk Service Plus.

The new r11 version they just put out is really nice. We have had a web interface where anyone can enter a ticket rather easily. It also integrates with Active Directory and if you run their Asset Management system it will also pull in your machines from there as well.
Click to expand...

 
T

tfinch2

Lifer
Feb 3, 2004
22,114
1
0
We used Magic when I worked at the helpdesk at my school. I liked it, and it was pretty easy to use.
 
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