Recommend a Help Desk/IT management software

[Brazen]

We already have Intuit's Track-It! 6.5, but it seems to have a lot of problems. The server app is a resource hog, the client is slow, and the program is buggy.

I would like to switch to a PHP, web-based and/or open source solution. Does anyone have any ideas? Searching on sourceforge I dug up zenTrack, which looks good, but I can't find any reviews or comparisons to other similar apps.

A little about "us": There's 3 of us taking care of all the computer needs for about 300 users. We support workstations, printers, servers (well, I support servers), network equipment, even the phone system. We also keep track of warranties, software licenses, purchasing equipment, vendors for hardware and software, etc. Any application that can make our lives easier would be greatly appreciated.

 

[Drakkon]

http://www.helpdesk.com/software-helpdesk.htm

my fav : http://www.h2desk.com/ but really doesnt do everything your talking about (that track it does) but gets the helpdesk stuff taken care of

 

[Brazen]

Originally posted by: Drakkon
http://www.helpdesk.com/software-helpdesk.htm

my fav : http://www.h2desk.com/ but really doesnt do everything your talking about (that track it does) but gets the helpdesk stuff taken care of

I'll check it out. It doesn't have to do EVERYTHING. We don't even use everything Track-It is capable of, mostly because it is to slow, too buggy, and just too much of a pain. All we are using it for is the "helpdesk" portion (although I wouldn't exactly call us a "helpdesk").

I just mention the other stuff so if a software guru on this topic sees this, he/she will understand that we want something geared more towards three guys who do everything, rather than an enterprise with staffed call center and a staff of server operators and a staff for purchasing, etc...

 

[Brazen]

Anybody else have any thoughts? Oneorzero seems to be a popular one for the opensource market, but there is a lot of opensource offerings, and it's a lot to look through them all, any more personal experiences would help.

 

[SinNisTeR]

That's funny. We are in the same situation as you are right now. 350+ employees, but only two of us =
My boss made his own "help desk" out of MS Access. But it doesnt have 1/3 of the functionality as some of the free ones. We use it mostly for tracking items.

We have been looking at http://www.polarsoftware.com/. Take a look at the demo. It looks/runs pretty well. The ASP version is cheaper too. I like the whole knowledge base portion of it.

 

[Brazen]

Here are some I've found so far:

http://issue-tracker.sourceforge.net/
http://www.bestpractical.com/
http://otrs.org/
http://helpdesk.oneorzero.com/
http://phpsupport.jynx.net/
http://www.zentrack.net/
http://glpi.indepnet.org/?lang=en

Also, Joomla/Mambo has some plugins to add IT/helpdesk management, if you already have, or plan to have, a Joomla/Mambo based internal website.

Just glancing over them, they all look really nice. Some have more features, some are prettier... ZenTrack looks good and is the only one on Sourceforge, OTRS is the most popular on freshmeat.net, but GLPI is the highest rated on freshmeat, and oneorzero seems to be the most compared to and copied program, so at this point I just don't know.

 

[SinNisTeR]

I wish there was something inexpensive that did it all. We're looking around for something with these requirements:

Web Based
Help Desk
Knowledge Base
Inventory/Asset Tracking
LDAP/Active Directory Integration

The one we have has all but the inventory

 

[networkman]

What specifically are you having problems with in TrackIt ?? I've found tech-support to be quite helpful in resolving issues, though they respond better via email than by phone.

I use it at work, primarily for the inventory and workorder features.