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Anyone work IT helpdesk for medium-large companies?

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I worked helpdesk for a very large company, over 10,000 employees and there we used Heat. Now I am a tech where there are about 1500 employees and here we use Trackit. If its large and you need to have folks search for answers, Heat is the best.
 
I'm a network admin for a company with 300 users and a computer for each of them. We use TrackIt. It works pretty well with how we have it setup. Users who e-mail an account we have setup in the system automatically create tickets. It comes with 5 licenses for Technicians. If you want to have more, it's like $3000 for every 5 Technicians. I think we had to buy a few addons for it also that costs a few grand. You would have to call them up to get pricing information.
 
You mean you all have users who know how to send emails and visit websites to request help? You're way ahead of me.

I'm using a MS Access database I designed myself for ticket and asset tracking. We only have 85 users.

I had a class in Track It! last term in college, it was easy to use but not pretty.
 
TrackIt! is a great piece of software. Easy to use and maintain and its flexible enough to be utilized in other ways but it does cost a pretty penny. you'll need to get a price quote from them.
 
We use a simple web based program developed in house. It works ok but if it were up to me i'd make make some major changes to the UI so it would involve a lot less clicking.
 
Originally posted by: cpals
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!
Click to expand...

Getronics (supporting extremely large oil and tech companies worldwide) uses Peoplesoft Vantive CRM and a new webbased client called S3
my current company (extremely large global oil company) uses Peoplesoft Phoenix which is a webbased CRM.

 
We are using TrackIT right now, its a very nice CRM but it has its own issues.

First off TrackIT is per person user license, but only techs need that (ie ones updating and closing out tickets). Its web client needs some work as well, and requires Active X components, so its not install free. TrackIT web server (can be added as another site to IIS on an existing web server) needs some funky perms. Plus we had a few other problems, but those we really specific to our setup.

Here is the good stuff. Can run either a client app (needs to be installed) or web client (semi-install). Very customizable if you throw it on your own SQL DB. With Audit automatically scans PCs for installed software and such, also very useful for inventory (both hardware and software). Latest version of TrackIT can populate the list of users directly from AD (time saver) and Sync can mirror over the tasks to Outlook so it can be synced with PDAs. Monitor is fun little tool, besides monitoring selected servers for vitals and sending out e-mails according to your settings, Monitor will also scan a selected mailbox (Exchange mailbox in our case) and drop all of the e-mails from there into new tickets, with Requestor field taken from the From in the e-mail header, Summary field taken from the Subject line, and the Description field taken from the Body of the email.

Once you get everything setup the way you want, its a very useful tool. Plenty of reports, if you want custom, you will need to create your own (but I think you can port the reports from Crystal 9+)

I think Intuit provides a trial version of TrackIT, give it a try.
 
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