Helpdesk Ticketing

Anonymouse

For the support folks here, what kind of ticketing systems are you using?

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Qord

ServiceDesk Plus from ManageEngine. It's OK I guess, nothing special...it works.

--chris--

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?

iBrokeIT

ServiceNow

gadav478

HP OpenView for ticketing...

wweboy

I've used

Altiris
BMC Service Desk
Track-IT
Remedy

Track-IT is my favorite but they all do the same thing pretty much.

netsysllc

Connectwise

NinjaBoy

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 .

Bokeh

Zendesk

jvrlopez

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...

MosGuy

For billing and tickets we use WHMCS

DoubleNNs

Using HEAT at my current job

Snow.bros

Kaseya Managed Service Edition

FloOz

I've used both BMC and Everything Helpdesk. Both serve the same purpose in my eyes.

ScrawnyRonnie

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.

J_86

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!

Nutsacjac

Remedy.

It does what you need it to do.

Mongo32

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.

Jayjett90

Qord wrote: »

ServiceDesk Plus from ManageEngine. It's OK I guess, nothing special...it works.

+1. It's pretty simple and good

RomBUS

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.

Cleverclogs

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.

MSP-IT

Kayako; can't recommend it.

101010

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.

Kopite_21

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).

SgtBOOM

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.

Reseven

Web Help Desk

Sometimes it's a little glitchy.

N2IT

Remedy, Service One, Remedy, Remedy, and I believe Remedy.

alan2308

Snow.bros wrote: »

Kaseya Managed Service Edition

I'm sorry.

suitsonfire

Numara Track-It is what my company uses. Like everyone else says it is pretty straight forward and easy to use.