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Help desk/ticket systems for 300+ employees?

B

Busie23

Senior member
We have about 300 employees and are looking to install some sort of help desk/ticketing system so we can better track and monitor problems throughout the day. We are running exchange 5.5 and I thought I once saw a program that integrated into that to provide a nice seamless support system. Does anyone have any ideas or suggestions to potentially low cost solutions that are out there? We are growing rapidly so it will definitely need to be expandable.

Thanks,

Busie
 
We use TrackIT from Blue Ocean software.
Good help desk software as well as a cool audit and inventory function.
Price wise im not too sure. I am with a company of around 300 and its just me and a 3 other IT people to manage it, and the software helps.
 
Originally posted by: waylman
I use this all day Not sure on pricing but it's very stable & easy to use.....
Click to expand...

Maybe it's just my company, but we can't keep the stupid thing up for more than a few hours without it crashing. Then again, my guess is that if the "engineers" would stay out of meetings and actually do their jobs it might actually run better.

Still, I guess I should be happy that a query only takes like 15 seconds to do.
 
I've used the Footprints system before - it's incredibly straight forward, and way way cheaper than Remedy et al. I see they now have an Exchange integrated version, maybe that's what you were thinking of?

There's also open source systems if you'd like. Request Tracker is one that is well thought of, and you can pay for support if you want to. RT

I've seen literally millions burned in this area. KEEP IT SIMPLE if you ever want it to work. When you start trying to make it do everything, it's time to rethink the project.

Hope this helps!
Batti
 
We used Remedy... then our department transitioned off of it and build a web-based solution in house that rox the sox off of it. Once you customize it to your needs, Remedy's not a bad product. But now I can access the system over the web from home...
 
We're using RT now. While it wouldn't be fair to say it sucks, because it doesn't...It would be more accurate to say it isn't what we need. Ergo, I am taking the initiative and building a system that has the features I need as an employee. I'll open out the source code if I ever finish and no legal issues arise.
 
Don't use Network Associates' "Magic Total Service Desk". It's godawful.

I've used Remedy before and found it to be pretty decent.
 
I like Remedy at first glance, but probably because they seem to have the whole process down pat. I'm sure it is costly, so that will probably throw it out of the picture. Does anyone else have any experience with Footprints?
 
We use TrackIT from Blue Ocean software.
Click to expand...

We use trackit as well... They have a lot of new features out including remote desktop, inventory, audit program is awesome!

My supervisor loves it more everyday.
 
Originally posted by: VTEC01EX
But now I can access the system over the web from home...
Click to expand...

Remedy Web lets you access the system through a web browser. We have VPN so we can just use the actual Remedy Client.
 
aves2k, that's cool, learned something new today 🙂 Unfortunately, we're just a small (compared to the whole) organizational unit, and we didn't really have any say in how Remedy was run.
 
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