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Questions about Helpdesk and Remote Desktop Software.

McLovin

McLovin

Golden Member
So long story short, our department has been tasked to come up with a new and more efficient way for us to operate. We currently have a system where people log in to a Sharepoint site and they submit an IT Ticket. All this does is forward us an email saying there is a ticket with whatever the user puts in the Problem field and then essentially puts that info (including the person's name, date and time of submission, what type of device, and base number) into a giant excel spreadsheet.

This spreadsheet does not generate an sort of reference or ticket #, but does allow me to enter in notes about the issue, what percentage of progress we've made, and date & time of completion. The spreadsheet does not have a field to enter in or select the name of technician who worked on and/or completed the issue.

l8bc.jpg



Needless to say, this is a very basic tool and I don't like it.

I would love to be able to use something where instead of using sharepoint, when the users click on IT Support it allows the to submit either a request for new equipment or an actual trouble ticket (if that makes sense). Gathering data for trending and being able to easily reference previous tickets would be AMAZING.

I'd love for the above features to be tied with a remote assistance program (We currently use GoToAssist but I am not a fan of the software. When I try to switch to a different user profile, the connection hangs up and I have to completely disconnect from the session and reconnect, sometimes the buttons and windows in GoToAssist look like the areas in the above screen shot where they are white until I put the mouse cursor over the buttons, and when I try to remote connect to a system it prompts the user asking them if they want to allow me to come into the PC and 75% of the time the user declines the request. PISSES ME THE EFF OFF!).

Anyway, sorry for the long post. I welcome any and all suggestions, thank you!
 
Chiefcrowe said:
I heard that there is software out there that work with sharepoint that does this.

I found this one but haven't tried it or anything - does that look good?
Perhaps you can ask them to try a demo...

http://www.crm-sharepoint.com/helpdesk.aspx
Click to expand...

That looks interesting. Only thing that concerns me is that the phone number seems to indicate that the company is an overseas operation, I can foresee this being a problem if we need immediate assistance with something.

I will have to contact them and get some more info.

Thanks Chief.
 
Spiceworks is free and is a ticketing system, however I'm not sure how good it is. I'm also not sure if it includes remote connection software. Worth a look.
 
ScreenConnect works, is relatively cheap compared to the big names, and is self hosted. You pay per concurrent connection with no limit on the number of techs or nodes it's installed on. You can deploy it, have users go to a website and join a session for a one-off, or email a link to the one-off session directly from the site. They have a trial so it's worth a try.

Based on their forums, a lot of the customers appear to be remote tech support companies or help desks for a company or product. The software is fully customizable so people integrate with their websites and/or applications. You might want to check their forums for ideas on helpdesk apps that people are using along with ScreenConnect.
 
It's not free, but I would suggest looking into ZenDesk. We started looking at it at my last company and it was very encompassing.
 
blurredvision said:
Spiceworks is free and is a ticketing system, however I'm not sure how good it is. I'm also not sure if it includes remote connection software. Worth a look.
Click to expand...

Last I checked you can integrate most popular remote access softwares with Spiceworks, but it doesn't include any or install any in the base install.

I like Spiceworks, it's pretty powerful and customizable for a free solution. For remote access I typically use a combination of LogMeIn and RDP (internal only since we don't run terminal services atm).
 
DameWare is great for remote support within your organization. Very inexpensive, too.

For remote support and monitoring of multiple organizations, we use GFI RMM.
 
Lifted said:
ScreenConnect works, is relatively cheap compared to the big names, and is self hosted. You pay per concurrent connection with no limit on the number of techs or nodes it's installed on. You can deploy it, have users go to a website and join a session for a one-off, or email a link to the one-off session directly from the site. They have a trial so it's worth a try.
Click to expand...
I used ScreenConnect when I was a network admin, it worked really well for me and my staff. Locally hosted and well priced it was perfect for us.
 
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