Ticketing Systems

macdude

What Ticketing systems do you use at your office and why? We don't really use anything where I am at. I just want to see where the industry is at on this.

Silentsoul

If you want to try something free give spiceworks a shot. I love this program for all the things it does, and it's free.

scheistermeister

When I did desktop support back in 02-03 we used Siebel 7. It sucked balls too.

Mrock4

Remedy...no idea why. I work at a network management office, so the tickets are submitted by desktop support people and whatnot, when they determine it to be a network problem. A lot of the times when they run out of ideas, they just forward it to us anyways, though.

KGhaleon

From experience with them...

Lockheed: Remedy
Northrop: Peregrine ServiceCenter

Hopefully that's not confidential. <_< >_>
*glances out window*

Mrock4

KGhaleon wrote:

From experience with them...

Lockheed: Remedy
Northrop: Peregrine ServiceCenter

Hopefully that's not confidential. <_< >_>
*glances out window*

It's OK, we're both in trouble if that is..I work for the DIA. haha.

RTmarc

We're using Web Help Desk.

http://www.webhelpdesk.com

Stumbled on it a while back and absolutely love it. Completely web based and had it up and running within a matter of minutes. Connects to our SQL cluster. Easy to configure. Email based communications available.

Absolutely awesome; and cheap for that matter!

NetAdmin2436

I use cerebellum 1.0 .....(it's all in my brain)

I'm a one man show and have never used a ticketing system before . I've been meaning to set something up to get some experience with one.

dynamik

NetAdmin2436 wrote:

I use cerebellum 1.0 .....(it's all in my brain)

I'm a one man show and have never used a ticketing system before . I've been meaning to set something up to get some experience with one.

Give Spiceworks a shot; it's pretty slick.

Qbe

Our team had never used any sort of ticketing system. Our company is moving to Remedy...someday...but that's all pie in the sky. I did some looking around and picked RT (http://bestpractical.com/rt):

-- it's free,
-- hardware requirements aren't too high,
-- it's pretty easy to configure, and
-- it's Perl.

We're only using it among our own team (5 people) so it's not a major deployment or mission-critical, just a nice simple ticketing/project tracking system.

sexion8

macdude wrote:

I just want to see where the industry is at on this.

Define "Industry" as well as how it would be used. I work in the VoIP industry and we had to build our own ticketing system for our customer service reps. Because we encounter all sorts of problems 90% on the client side - who tend to have their own ISP issues - we needed specialized fields.

If you're in the Managed Service Provider industry, most ticketing systems must be custom made whereas if you're solely doing LAN based IT projects, theoretically you could get with something like Spiceworks - of which I don't like because of their reporting back to their internals and flooding you with advertisements not to mention they're not a bonafide ticketing system anyway - it's a monitoring system.

Here is a link to some open source solutions but the truth is, building your own gives you that granularity to control, add, change specifics you may want to see.
http://www.opensourcehelpdesklist.com/

I've seen no ticketing system give me support on SBC based information/topics. And if you have to ask what an SBC is, in my regards, there you have the answer why it made more sense for us to write our own. Alongside this, we needed fields like "Clients POTS line", "Circuit ID", "Network Provider" and things you wouldn't find in any COTS product.

Bottom line, have a look at what's around and build your own or modify an existing one to your liking if you're capable of doing so[/url]

drthtater

Currently using Remedy, but we're switching to Peregrine.


Any advice? Any quirks about peregrine that I need to know about?

LarryDaMan

Remedy

nel

We use supportworks. Its Ok and does a job but not great by any means.

TechJunky

We use AdventNet ServiceDesk Plus. Remedy is popular and if we didn't already have Advent we would have preferred to use Remedy.

Slowhand

scheistermeister wrote:

When I did desktop support back in 02-03 we used Siebel 7. It sucked balls too.

Siebel makes me sad where my heart is, we had to use it at CompUSA. Every time I drive by their office in Emeryville, with the big logo on the side of the building, I get arsonistic tendencies.

Now, for what I've actually used that I liked. I've worked with Remedy, Kaseya, Autotask, and ConnectWise, which all were quite useful. Of the four, I'd say that ConnectWise gives you plenty of ticketing-bang for your buck. . . lots and lots of bucks. Kaseya was also very useful for inventory tasks, server management, etc., through the use of the Kaseya agent.

I've also heard very good things about Spiceworks. A former co-worker of mine that now is IT director for a video game development studio recently started using Spiceworks, and won't stop raving about it.

KGhaleon

drthtater wrote:

Currently using Remedy, but we're switching to Peregrine.


Any advice? Any quirks about peregrine that I need to know about?

Occasionally the search feature crashes the program, which is annoying. I generally have to take another way to access the search feature. Don't know why this is yet. It happens to a number of guys in our group.

macdude

I used remedy a long time ago, I didn't care for it too much. I worked at one shop where the ticketing system sucked bad and where I am now, we have no ticketing system and can't convince the boss to go for one.

drthtater

macdude wrote:

I used remedy a long time ago, I didn't care for it too much. I worked at one shop where the ticketing system sucked bad and where I am now, we have no ticketing system and can't convince the boss to go for one.

Not even a free one?

shednik

Remedy, TrackIT, & Peregrine ServiceCenter

GT-Rob

Remedy, Peregrine, and a couple of in house apps (managenow, impact, etc)

BradleyHU

SalesForce.com

win2k8

Have used Trackit! and TechExcel before.

win2k4

Psoasman

We use track-it

paintb4707

Back when I was working on a help desk we used Remedy. I liked it.

I'm also a one man show now, don't use anything atm. Don't see the need to, unless I felt like creating an SLA for myself.

Chevelle

Psoasman wrote:

We use track-it

Same here.

jamesp1983

Helpstar.

hypnotoad

scheistermeister wrote:

When I did desktop support back in 02-03 we used Siebel 7. It sucked balls too.

Siebel is a ten ton hammer. A hammer that sucks balls.

Stotic

good ole Remedy

macdude

Thanks for all of the responses, looks like I have found some goods, that I can toss up on lab and play with.

Bokeh

In the recent past, it was Issue-Trak. Its not the greatest, but an ex boss was talked into it by one of his drinking buddies who had used it in the past.