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Helpdesk Software

T

Tbirdkid

Diamond Member
Guys,

I need a software package to automate our helpdesk. Here is my details:

1. About 100 people
2. Web based management
3. Ability for users to input requests
4. Somewhat inexpensive

what do you guys use?

Thanks!
 
GWI Software makes a product called "iSupport". It used to be called "cSupport", but they decided to change it in the last few months. They've been in business since '92.

I used it for a couple years and I like it a lot. I don't know what you consider "inexpensive", but I believe they have specials all the time for ~$900 per support rep. I believe it is a 1-time fee.

http://www.gwi.com/Products
 
Spiceworks is 100% free and works great with hundreds of 'users'. We have 15 support reps using it with about 1000 customers.
 
Phynaz said:
Remedy?
Click to expand...

I don't know about recent versions, but when I dealt with it in the past (about 5 years ago), Remedy was very expensive and really kludgey in my opinion. That, and it seemed to be tossed around like a hot potato between vendors. Who even owns it now? Even if it were free these days, I don't think I'd touch it with a 100 ft. pole.

OP, do you guys use Sharepoint? Microsoft has some free help desk templates/apps for Sharepoint.
 
We dont use sharepoint at this time. We are in a migrating time right now, and need something quick and easily implemented. I will look at spiceworks, but keep the suggestions coming! thanks!
 
blanghorst said:
OP, do you guys use Sharepoint? Microsoft has some free help desk templates/apps for Sharepoint.
Click to expand...

Do you use helpdesk apps for SharePoint? I would like to see a couple good examples, because we are thinking about moving to SharePoint here. I've used it in the past and I really liked it, so a helpdesk app that runs on top of it would be great.

As for the OP, here is a free helpdesk web-based app:

http://www.liberum.org/
 
I was forced to use Remedy at one job. I thought it was clunky and it overall sucked. I heard that some other dept had its own Remedy UI programmer and that they made it pretty badass. So for customization it might be the way to go if there is someone who makes the UI but if it not then it'll suck. It is expensive though.

I implemented c.Support at another place I worked at. It was OK, but looking back, I think it the maintenance that goes along with having an in-house SQL DB and such is more of a hassle than its worth. I wouldn't do it again if I had a choice.

My current job is using Mojo Helpdesk. Reporting blows but a quick way of keeping a queue of tickets = pretty good...that and it's all hosted.
 
MrEgo said:
Do you use helpdesk apps for SharePoint? I would like to see a couple good examples, because we are thinking about moving to SharePoint here. I've used it in the past and I really liked it, so a helpdesk app that runs on top of it would be great.
Click to expand...

We don't currently use any helpdesk apps on Sharepoint, but I did download and install the templates because I wanted to customize them for other uses. I believe the ones I used are included below:

http://technet.microsoft.com/en-us/windowsserver/sharepoint/bb407286.aspx

It is very basic, but free and seems to be decent. The great thing is that you can customize them using Sharepoint Designer and use automated workflows to do all sorts of bells and whistles.
 
blanghorst said:
We don't currently use any helpdesk apps on Sharepoint, but I did download and install the templates because I wanted to customize them for other uses. I believe the ones I used are included below:

http://technet.microsoft.com/en-us/windowsserver/sharepoint/bb407286.aspx

It is very basic, but free and seems to be decent. The great thing is that you can customize them using Sharepoint Designer and use automated workflows to do all sorts of bells and whistles.
Click to expand...

Once you actually look at what the templates do, you realize that all they do is use tasks, lists, document libraries, workflows, etc. These are all the basic building blocks of SharePoint and you can actually build up custom sites using these without having to load templates.
 
stlcardinals said:
Once you actually look at what the templates do, you realize that all they do is use tasks, lists, document libraries, workflows, etc. These are all the basic building blocks of SharePoint and you can actually build up custom sites using these without having to load templates.
Click to expand...

Yes, I know that. You can build most of these from scratch, but why would you? If they are functional and suit your needs, it is often easier to install them as the base and then tweak them from there.
 
So, I am about to look at spiceworks. It has alot to offer, but I am wondering if it has a good support team in case I need it. Obviously, thats where the software gets paid for, but I just want to know so that I know I have back up if I need it.

Also, anyone else use spiceworks?
 
Spiceworks has a lot of great community support and the devs are very active in the community. Anytime I've had a problem they have been quick to respond.
 
Absolutely horrible. Great frontend. I do not want a thousand advertisements to be coming up on my management portal for my IT management tools. Free is good, but you pay for it somewhere, and Im not going to pay for it in my organization being riddled with malware and advertisements. Thanks for the suggestion, but I am going to look elsewhere...
 
Tbirdkid said:
Absolutely horrible. Great frontend. I do not want a thousand advertisements to be coming up on my management portal for my IT management tools. Free is good, but you pay for it somewhere, and Im not going to pay for it in my organization being riddled with malware and advertisements. Thanks for the suggestion, but I am going to look elsewhere...
Click to expand...

You can get rid of those ads with just a very small cash payment.

http://www.spiceworks.com/myway/

Or you could be an ass and just use adblock...either way.

Honestly the ads are very contained to the right side of the screen and most of the time I never notice them. They are also very relevant to IT related people and I have found a few interesting from time to time.
 
My company uses ConnectWise, which seems to be pretty thorough. It isn't cheap though, from what they've said.

I don't really know how it compares to other software, just making a suggestion 🙂
 
Ive used connectwise, and its good, but expensive. We are a small part of a company that manages the helpdesk, and does all projects. We just need something to handle all of it without being asked a billion times whether or not we want to go to a website on my server. With windows security config on, it was asking all the time whether or not i wanted to add google analytics to my trusted sites, and all sorts of other sites. Sorry, but no. I can see relevant sites, but not google, or adobe. As for the side advertisements, its still too much, and should not be used in a professional environment. I dont mind paying for a product, but not after i have been advertised to death.
 
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