HelpDesk software recommendations

[chuck2002]

I am doing helpdesk package research and getting bogged down in the variety.
Does anyone have any recommendations for a web based helpdesk that also integrates with LDAP/Active directory and is easily modified to add/edit ticket fields?

Thanks.
-Chuck

 

[dphantom]

I like Track It. Spiceworks is free at least the ad based version, but I don't think it can be modified.

I have looked at many others, but always have come back to TrackIt for its ease of use and flexibility at least for me.

 

[dphantom]

You might want to move this over to Software for Windows. You may get more responses there.

 

[chuck2002]

Ya I have played with Trackit, but it isn't purely web based.

 

[jlazzaro]

i've always had good luck with c.support

 

[BZeto]

We use TechExcel ServiceWise. It's sooo much better than TrackIt which is what we used to use. I've heard from the engineers that it was a pain to set up, but it's fully customizable and has some impressive features.

 

[willvandyke]

We had some issues with track-it and their support was unable to solve it. After some months we got rid of this solution and switched to a tool called Bridgetrak http://www.scriptlogic.com/products/bridgetrak that works quite well for us.

The installation of this tool was pretty smooth and we easily customized user's interface to our environment.
The tool has web based version as well as windows one and you can switch between them according to your needs.
Active directory integration is powerful as well.

 

[child of wonder]

We're probably going to buy Grouplink's eHelpDesk.

It can do all the things you mentioned and is visually appealing. We're also looking to set up HR, Operations, etc. up to use it as well so they can handle issues through it.

 

[chuck2002]

I am demoing c.Support and Servicewise. Thanks for the suggestions.

 

[Jamsan]

We use c.support at work as well. It works very well for our needs, but isn't too too customizable (yes, you can add custom fields, but our company is used to all of our in house apps being custom built, so if the system can't do something, they expect that it can be easily implemented/customized).

The reporting is also somewhat basic, but if you have inhouse SQL knowledge, you can use the back-end tables to create your own reports. If you plan on isntalling it on the full blown version of SQL Server, you can also use report builder to create ad-hoc queries.

 

[JDMnAR1]

We use HEAT by FrontRange. It is very customizable, has both web and Windows interfaces, and seems to be full featured.

 

[Cable God]

We use Jira Enterprise: http://www.atlassian.com/software/jira/

Being an ISV, we use it for helpdesk, & bug/problem tracking. Our development staff love it. We run it on CentOS 5.1, with a Postgres DB. You can use MySQL too. It will also run on a Windows Server as well. Try a demo of it.

 

[chuck2002]

Thanks for the suggestions, we decided to go with c.Support and it does a nice job.
The reporting has gotten better with each software revision.

 

[Jamsan]

We're in the process of dumping c.Support (at no fault to the application). A combination of c.Support not being able to tie directly into our custom app and the licensing was starting to get too costly (yearly renewal costs).

Great product though that I'll continue to recommend going forward.

 

[supertle55]

We use BMC Remedy. Its a workflow software that can be molded into doing a lot of things. It has LDAP/AD support. It is pricey but you get great support.