HelpDesk Ticketing Systems (recommended)

mufasa

Hi Guy's

i use SpiceWorks for the helpdesk at work but it has several little things about it that have been annoying so been looking for alternatives

hoping you guys could recommend any good ones.

thanks

lsud00d

At my previous job we used Numara Footprints, which is now owned by BMC. I was the sys admin for the application so I had very intimate knowledge of its workings and modules, but it is a very good and powerful product OOB.

Hypntick

I've used Connectwise, Remedy, and Autotask. Just depends on the size of the organization and what you're trying to do. Out of all, I would say I enjoyed Remedy the most, when it was configured properly.

D-boy

Customized version of The Enterprise IT Cloud Company | ServiceNow, We used to be on HP Service Manager, which was not great! I've used a number of helpdesk software in the past and this is so far the best one I have used...

Sirbloody

I have used Remedy and BMC SDE (Service Desk Express). I still prefer Remedy but only if it's configured correctly.

Akaricloud

Out of everything I've used, I prefer OTRS. It's open source and can be very, very powerful if correctly configured.

kriscamaro68

Here is what we use now: Issue & Project Tracking Software | Atlassian JIRA

I didn't set it up but it works good for the most part.

crrussell3

We also use Numara Footprints. Its a great product, very customizable, and powerful. Depending on the size of your organization, you might look at their Track-IT which is a slimmed down version of Footprints.

ptilsen

I overall enjoyed Connectwise, but there are probably better ones. I have hated every other system. They use HEAT at my current job, and I loathe having to do anything in it. I basically wouldn't do anything that wasn't a ticket in ConnectWise at my last job, and now I do everything outside of the ticketing system because of HEAT.

For me, the perfect ticketing system is basically everything to everyone. By that, I mean it has CMDB, timesheet, projects, billing, and change management integrated, and can be customized and secured so that different teams (e.g. helpdesk, network admin, etc.) can use it differently. ConnectWise was this system, but it was better at some things than others and setting it up right was a lot of work, practically a full time job. The other thing ConnectWise had was a lot of automation. You could basically have it do almost anything with tickets based on many different factors, which made driving SLA adherence much easier.

I haven't been as impressed with Spiceworks, Remedy, or JIRA, but admittedly I've done little more than look at them.

Zorodzai

We use Issue & Project Tracking Software | Atlassian JIRA

It's ok for our needs but I feel it would be a bit of a mess if we were to have 50+ users.

About7Narwhal

I personally have used Remedy (BMC), Magic (BMC), and Peregrine (Peregrine Inc I think). For large scale operations, I would suggest Remedy as it has many reporting tools and asset management systems. Magic would be more suitable for a smaller company who does not need all the bells and whistles of an All-in-one system. Never use Peregrine, you are better writing tickets by hand.

JasonIT

My previous employer used BridgeTrak. It was pretty good and had notifications as well as a good reporting feature.

J

mufasa

thanks. guys.

quite a few good ones with really good features, some bad interfaces and some expensive software.

im working on a shortlist to present to my manager right now from all the ones you've suggested.

thanks again

RouteMyPacket

mufasa wrote: »

Hi Guy's

i use SpiceWorks for the helpdesk at work but it has several little things about it that have been annoying so been looking for alternatives

hoping you guys could recommend any good ones.

thanks

I was going to mention Spiceworks, it worked great when I set it up at my old job. What is wrong with it?

chmod

Spiceworks is amazing, easy to use, customizable and you can integrate it with lots of tools. I integrated spiceworks with nagios and it was amazing.

Mike-Mike

currently use Service Now

NightShade1

We use microsoft dynamics
Well its our CRM but well it comes with that feature also.. its integrated with our outlook also so its pretty cool.

MiikeB

Zorodzai wrote: »

We use Issue & Project Tracking Software | Atlassian JIRA

It's ok for our needs but I feel it would be a bit of a mess if we were to have 50+ users.

Yea I think JIRA was more designed for software developers. We used it in a HD environment once and it was messy.

Remedy is extremely powerful and awesome when done right, but you practically need a dedicated person (and in some large organizations they have a dedicated team) to keep it running.

Kinet1c

Try Freshdesk.com, it's free for the first seat.

gabypr

I work for a company of 200+ employees and I implemented Spiceworks as our Helpdesk ticketing system. It was very easy to configure the users portal and to create custom fields tailored to our needs. Also their service has been great, once I corrupted the database (dont modify directly the database) and they were able to repair it. The person was nice and knew his stuff. They also have a great community where everyone helps each other not only on Spiceworks, but everything IT related.

kurosaki00

Used salesforce and numara.
Salesforce the best of those, although is probably expensive.

mufasa

RouteMyPacket wrote: »

I was going to mention Spiceworks, it worked great when I set it up at my old job. What is wrong with it?

we get lots of tickets with attachments sent to the helpdesk. when i assign one of those tickets to our external support guy or in even cc in my reply, the attachments to get sent through unless i download the attachment and then attach it again with my reply.

...that and on or two other little things.


we've decided to go with ZenDesk

brownwrap

Does ZenDesk run on Linux?

dover

I've used quite a few:

HEAT - terrible. Even after we did a customization to integrate with MS SMS2003 it was painful. The web portal was even worse

Bridgetrack - now owned by ScriptLogic (I think). I did the implementation of this for a 24 hour support/TAC desk for an oilfield operations center. Very easy to customize, decent reports, low cost.

OTRS - very nice after you spend the time to configure it properly - like all open source software.

Remedy - solid but expensive

Spiceworks - I just recently did a Spiceworks install for a small-ish company. Incredibly easy to setup and get running. I didn't run into the attachment forwarding issue, but all the techs are in house.

If Zendesk doesn't work out I'd look into OTRS.

xocity

I've used Tigerpaw and Connectwise. I say Connectwise wins by a long shot. But it really depends on the organization itself.

+1 for Connectwise

Sponx

Spiceworks... (VERY easy to setup and go, awesome community forum)
TSRM... (Owned/Operated by IBM... Not too bad, use it now. Kinda sluggish)
Altiris... (Cheaper, but you can tell it is.. Not graphically appealing...)
Remedy... (Herd good things, pretty expensive)
Salesforce... (Pretty good, lots of stuff and options, pretty well put together, very expensive)

RomBUS

Right now we just started using BMC Track-It which is a asset management and help desk ticketing system. It doing a nice job for us so far but sometimes it could a little sluggish.

We just began deployment of Microsoft CRM Online so I would not be suprised if we migrate to that sooner or later which keeps track of much more.

In my experience, I loved using Microsoft CRM. If you customize and actually build out from that it works wonders