Helpdesk Software

My company is need of new/better ticketing system. We currently have a custom coded solution that requires a person to assign a ticket that is sent to a email distribution.

would like this automated and seems like a lot of solutions do this. Was curious what everyone is using or would recommend I look at. Preferably free or low cost, simple, automated

currently looking at spiceworks, freshdesk, and a sharepoint solutions.

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Comments

NetworkingStudent

At my current job we use Service Now, and I think it's great. We use it for tracking calls, and seeing what was the biggest call driver.

I think the ticketing system is only as good as the people who design it, and the people who use it. For example, if someone miss labels a category, or misspells the customer's contact info, then it will be hard to track who called when, and on what issue.

tstrip007

I’ll check it out thanks. Ours is for internal only so doesn’t need to have any crazy special features.

albinorhino187

I built out a simple proof of concept system in Sharepoint at my old job. Nothing flashy, just some pre-filled dropdown lists for categories, sub-categories, etc, and then workflows to drive the assignments/durations/escalations based on the categories they picked. I changed jobs before I got the greenlight to put it into production.

SteveLavoie

Depending on your business need, you could look at Connectwise product.

muneebkalathil

oSticket. Open Source. We just started to use.

nisti2

You can check for Service Now or Zen Desk.

Bokeh

We use HappyFox, have about 20 people on it. Works great for us, very customizable. https://www.happyfox.com/

tstrip007

Thanks for the feedback. I’ll check those out

technogoat

tstrip007 wrote: »

At my current job we use Service Now, and I think it's great. We use it for tracking calls, and seeing what was the biggest call driver.

I use service now but it's a pain to automate or setup a better workflow

let's say,

you need to create 100 tickets that have a quick code for deactivating accounts

what is the quickest way of doing it?

Some of the users don't have Service name Caller name so some of the tickets need the name in the description