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Helpdesk Ticketing
Anonymouse
Member Posts: 509 ■■■■□□□□□□
in Off-Topic
For the support folks here, what kind of ticketing systems are you using?
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Qord
Member Posts: 632 ■■■■□□□□□□
ServiceDesk Plus from ManageEngine. It's OK I guess, nothing special...it works. -
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--chris--
Member Posts: 1,518 ■■■■■□□□□□
Ill chime in, since im helpdesk'sh now. Second day in, no software to use for ticketing. We use a generic email (support@XX_______.com) that everyone sends a email too with problems.
Id like to eventually suggest we move to a more structured ticketing system with a well put together proposal, so Id like to see what others have to say. Who like what and why? -
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iBrokeIT
Member Posts: 1,318 ■■■■■■■■■□
ServiceNow2019: GPEN | GCFE | GXPN | GICSP | CySA+
2020: GCIP | GCIA
2021: GRID | GDSA | Pentest+
2022: GMON | GDAT
2023: GREM | GSE | GCFA
WGU BS IT-NA | SANS Grad Cert: PT&EH | SANS Grad Cert: ICS Security | SANS Grad Cert: Cyber Defense Ops | SANS Grad Cert: Incident Response -
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wweboy
Member Posts: 287 ■■■□□□□□□□
I've used
Altiris
BMC Service Desk
Track-IT
Remedy
Track-IT is my favorite but they all do the same thing pretty much. -
OptionsNinjaBoy
Member Posts: 968
We use Richmond Systems, it's ITIL/FITS compliant and for the price, we can't complain
However a free system that we use to use (as we required more functionality) that we rated highly is Spiceworks . -
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jvrlopez
Member Posts: 913 ■■■■□□□□□□
We used to use Remedy at my help desk job.
Lets just say I am glad I don't have to use it at my current job...And so you touch this limit, something happens and you suddenly can go a little bit further. With your mind power, your determination, your instinct, and the experience as well, you can fly very high. ~Ayrton Senna
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MosGuy
Member Posts: 195
For billing and tickets we use WHMCS---
XPS 15: i7-6700HQ, 256 pcie ssd, 32 GB RAM, 2 GB Nvidia GTX 960m, windows 10 Pro
Cert in progress: CCNA (2016 revision) -
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DoubleNNs
Member Posts: 2,015 ■■■■■□□□□□
Using HEAT at my current jobGoals for 2018:
Certs: RHCSA, LFCS: Ubuntu, CNCF CKA, CNCF CKAD | AWS Certified DevOps Engineer, AWS Solutions Architect Pro, AWS Certified Security Specialist, GCP Professional Cloud Architect
Learn: Terraform, Kubernetes, Prometheus & Golang | Improve: Docker, Python Programming
To-do | In Progress | Completed -
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Snow.bros
Member Posts: 832 ■■■■□□□□□□
Kaseya Managed Service Edition"It's better to try and fail than to fail to try." Unkown
"Everything is energy and that's all there is to it. Match the frequency of the reality you want and you cannot help but get that reality. It can be no other way. This is not philosophy. This is physics." Albert Einstein.
2019 Goals: [ICND1][ICDN2]-CCNA -
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FloOz
Member Posts: 1,614 ■■■■□□□□□□
I've used both BMC and Everything Helpdesk. Both serve the same purpose in my eyes. -
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ScrawnyRonnie
Member Posts: 112
EasyDesk Helpdesk.
We didn't have a call log system when I first started. There was an Access database with some calls in it, but it wasn't good. My boss asked me to find some software online and I found this free one. It's basic, but for 3 IT people here it works well.
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OptionsJ_86
Member Posts: 262 ■■□□□□□□□□
I've used:
Track-It (now BMC) & Spiceworks. I likes Track-It, for the most part. Had some issues with it as we grew the number of computers, but their support was pretty helpful. Can't beat Spiceworks for it's price, free! -
OptionsMongo32
Registered Users Posts: 4 ■□□□□□□□□□
I have used HEAT, Remedy, and most recently Supportworks. Supportworks was good, but the fact that I was remote and had to access it over a VSAT link was not so good.
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OptionsJayjett90
Member Posts: 30 ■■□□□□□□□□
ServiceDesk Plus from ManageEngine. It's OK I guess, nothing special...it works.
+1. It's pretty simple and good -
OptionsRomBUS
Member Posts: 699 ■■■■□□□□□□
At first I was skeptical of it but now I actually like Track-IT. Another excellent tracking system (if customized the right way) is actually CRM.
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Cleverclogs
Member Posts: 95 ■■■□□□□□□□
Using Assyst now, with a view to upgrading to Remedy in the future. I quite like Assyst, but I've heard mixed reviews about Remedy. Used to use Sunrise (Not too bad) and Sostenuto (Horrible) in my old job as well. -
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101010
Member Posts: 94 ■■□□□□□□□□
ServiceDeskPlus from ManageEngine here too. No real complaints, nice UI, scalable templates and several reporting features that come in handy when the SOX auditor is in town.2017 Goals:
[x] GCIH
"Well if you're going to have delusions of grandeur, may as well go for the really satisfying ones." - Marcus, Babylon 5 -
OptionsKopite_21
Member Posts: 194 ■■■□□□□□□□
ConnectWise but moving over to Zendesk.
Does anyone here work with Zendesk? Just want to get a heads up of what it's like working with. Have been in my job now for 2 months (First LineHelpdesk Analyst). -
OptionsSgtBOOM
Member Posts: 12 ■□□□□□□□□□
We use Track-IT 9. It's pretty good for what it does and we are able to pull a decent amount of reports from it for SLA measuring. I've also used HelpSTAR before, though it is not as good as Track-IT.
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Reseven
Member Posts: 237 ■■■□□□□□□□
Web Help Desk
Sometimes it's a little glitchy.Pain Gauge - my electro-industrial music project -
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N2IT
Inactive Imported Users Posts: 7,483 ■■■■■■■■■■
Remedy, Service One, Remedy, Remedy, and I believe Remedy. -
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suitsonfire
Member Posts: 38 ■■■□□□□□□□
Numara Track-It is what my company uses. Like everyone else says it is pretty straight forward and easy to use.
