What helpdesk software does your company use?

[KMFJD]

bmc remedy

We've used Remedy for ages...does the job, we briefly went to some convoluted IBM web based ticketing system, it lasted 1 year and we ended up firing IBM (manage now)

 

[RichUK]

The helpdesk monkeys at my place of work use Remedy.

 

[Nik]

http://forums.anandtech.com/forumdisplay.php?f=10
http://forums.anandtech.com/forumdisplay.php?f=46
http://forums.anandtech.com/forumdisplay.php?f=45

 

[Drako]

we have this elaborate system where they call my extension and i walk to their office.

Same here - small business with less than 20 people.

 

[drum]

we have this elaborate system where they call my extension and i walk to their office.

80% of our users are not at the same location as the help desk. I prefer being able to walk right to the desk though that's for sure

http://forums.anandtech.com/forumdisplay.php?f=10
http://forums.anandtech.com/forumdisplay.php?f=46
http://forums.anandtech.com/forumdisplay.php?f=45

I couldn't decide where to post it and you're right I should have put it there.

 

[her209]

FREE ones that I have looked at:

Helpdesk Issue Management
http://helpdesk.centralmanclc.com/

Double Choco Latte
http://dcl.sourceforge.net/

 

[Mucho]

Heat

 

[drum]

Heat

How do you like it? Seems to be getting negative reviews from most here

 

[bobdole369]

Spiceworks. Kinda. Sharepoint lists. Kinda.

I say it that way because we are always evolving and nobody really runs the IT shop here.

 

[sourceninja]

We use spiceworks with a lot of success. However, that may be changing.

 

[Jeffg010]

Marimba - for auto installs and updates.
http://www.bmc.com/products/product-listing/BMC-Configuration-Automation-for-Clients.html
we were going to use SMS but our install department said marimba was faster.

We use a mainframe data base to track the tickets that get called in.

For remote we use remote desktop and remote assistant both built into windows(free). The best tool microsoft ever implemented into windows.

For 800 users I would say 2 guys for all the break fix for both software and hardware.

For the servers and stuff I would say a couple of guys for that.

I'm not in your environment but depending on how many calls a day you get you might need to get a dedicated person just for the phone calls. If you trying to do all the break fix plus updates plus server stuff and not at your desk when the calls come that can snowball on you real fast.

 

[Hmongkeysauce]

That is actually one I am reading about right now. Are you using any additional modules or just the core modules?

At the current moment, we are only using the core package with no modules. We are planning to purchase more modules in the near future. Their pricing is very cheap. For example, their basic package includes:

3 admin licenses
120 end users
120 assets

All for $549

Let me know if you want pricing for individual units/modules and I can pm you with those information. Note that it is a web base product that runs off of tomcat and a derby database(can be modified to use other dbs).

 

[Nik]

I couldn't decide where to post it and you're right I should have put it there.

oh I don't care, I'm just pointing you to forums that might have already covered it. Maybe they haven't. I don't know, I never go there

 

[Imp]

It's not helpdesk, but we use HP Radia to update computers, and that piece of shit is a resource hog that runs 24/7.

 

[seepy83]

Numara Track-It. I've used this at 2 different employers (A large university with 50+ IT staff, and a Medium sized business with 2-4 full-time IT staff). My impression has been that it works well in either scenario.

 

[drum]

At the current moment, we are only using the core package with no modules. We are planning to purchase more modules in the near future. Their pricing is very cheap. For example, their basic package includes:

3 admin licenses
120 end users
120 assets

All for $549

Let me know if you want pricing for individual units/modules and I can pm you with those information. Note that it is a web base product that runs off of tomcat and a derby database(can be modified to use other dbs).

ygpm

 

[oddyager]

As far as Help Desk aid, the firms I have worked for have used HEAT, ServiceDesk, and they both suck royally. I'm going to second Track-IT as a good option. Easy to implement and doesn't offer convoluted screens for the end user and the tech staff supporting them. Nothing like seeing a thousand different fields and not knowing what the issue is the user is reporting.

 

[tfinch2]

Helpzilla

 

[mvbighead]

Cerberus Helpdesk here.
http://www.cerberusweb.com/

I like it, and while it can be tedious to configure, once setup, it is solid, clean, and easy to track, search for old tickets, etc.

EDIT: By the way, they have an online hosted solution, as well as the option to download and install an onsite instance. We have an onsite instance and are happy with it.

 

[wyvrn]

Heat. With Crystal Reporting being the search engine.

Heat sucks incredibly hard. It is almost impossible to search within the application. Hence, we had a crystal reports person who did reports from the database. Except that he quit, and the company isn't going to replace him. So we currently have a crap helpdesk system that you cannot search old tickets on with accuracy. It is close to useless. I hate this application with an undying passion, it is horrible.

I have in the past used Vantive, Lotus Notes custom DB, and Remedy. Remedy is the most robust of those options, Vantive is the easiest to use in my opinion. Either would work for you, but I haven't used them in about 7 years so your mileage may vary on my opinion.

 

[yllus]

Not really my area, but I've set up Kayako and SugarCRM in the past.

 

[chusteczka]

My past employer was implementing Novo Solutions as I left. I do not know if it works well.

My employer since that time used Confluence and Jira by Atlassian, which someone else has already mentioned.

 

[crownjules]

My last job used ServiceCenter. Pretty decent system I would say.

My current job uses Illient. It's pretty basic in functionality but gets the job done well enough for a small company (~200 employees) and I'm assuming very cheap.

 

[drum]

Thanks for all the replies so far. You guys have given me a lot to sift through.
Keep the suggestions coming!