HelpDesk Ticketing System



  • As an IT pro what things do you look for in a Helpdesk ticketing system? What things do you wish your current one did that it doesn't do?

    I tend to always look at this from the management side these days (don't get to play in the IT side much anymore). So help a manager out please!!



  • Simple to use, note capabilities, wiki or FAQ kind of feature would be great also.



  • @DustinB3403 said in HelpDesk Ticketing System:

    Simple to use, note capabilities, wiki or FAQ kind of feature would be great also.

    What do you consider simple to use??? One ticket per page or see them all at once.



  • Something I would love in SW would be the ability for the system to scan a ticket before allowing the person to submit it, and offer "these solutions or similar problems"



  • @Minion-Queen said in HelpDesk:

    @DustinB3403 said in HelpDesk Ticketing System:

    Simple to use, note capabilities, wiki or FAQ kind of feature would be great also.

    What do you consider simple to use??? One ticket per page or see them all at once.

    See them all at once in a simple stacked chart like SW does works well for me. You should always be able to dig into the ticket and get more details about it.



  • @DustinB3403 SW does this. If certain keywords are entered into the ticket, it will pop up a list of articles on your KB that list those keywords.



  • The ability to notify clients via email. Easy reporting system / ability to build your own..



  • I want something simple to use, something that shows at a glance what is priority to work on, something that can be hooked up to monitoring software (to auto generate tickets when issues arise), and should be able to store Wiki/FAQ/Resolutions in a quick, easy to understand and search format.



  • @Jstear said in HelpDesk Ticketing System:

    @DustinB3403 SW does this. If certain keywords are entered into the ticket, it will pop up a list of articles on your KB that list those keywords.

    Kaseya is also very robust in terms of documentation.

    Takes a few hours to learn, though.



  • @Jstear said in HelpDesk Ticketing System:

    @DustinB3403 SW does this. If certain keywords are entered into the ticket, it will pop up a list of articles on your KB that list those keywords.

    Then we clearly don't use that feature... lawl....

    I better go and dig into it.



  • @DustinB3403 said in HelpDesk Ticketing System:

    @Jstear said in HelpDesk Ticketing System:

    @DustinB3403 SW does this. If certain keywords are entered into the ticket, it will pop up a list of articles on your KB that list those keywords.

    Then we clearly don't use that feature... lawl....

    I better go and dig into it.

    When we used the portal, I had it working. Not sure if I used a plugin or not, but it 100% was working. We just use email now to generate the tickets, works great.



  • @Minion-Queen said in HelpDesk Ticketing System:

    @DustinB3403 said in HelpDesk Ticketing System:

    Simple to use, note capabilities, wiki or FAQ kind of feature would be great also.

    What do you consider simple to use??? One ticket per page or see them all at once.

    "Have you tried turning it off and back on again?"
    "Is the power light on?"



  • While @DustinB3403's "did you try this" suggestion thing is cool, almost no one uses a portal to submit tickets. everyone calls or emails. If people would use a portal, then there are a ton of good things that could be setup, but I just never see it happen. This is also a user perspective and I think that @Minion-Queen was after the tech perspective.

    For me, I need something that has a very very very basic interface that I can quickly pop in a timestamp or work log for follow up later. I don't want to see a full ticket list or or all the various ticket actions when I am in the middle of a workflow and someone interrupts me and I need to quickly update either the issue I am working in order to come back to it, or their issue so I remember wtf they wanted when I get to it hours later.



  • I like basic as basic as possible, and also what I call "1 click close" where I click one button to close a ticket and not have to jump through tons of hoops to close out.


  • Banned

    Reports HAVE to be quick to access for the manager and the search better be quick. Nothing worse then an irate client calling up saying things don't get fixed and you can't see the wood for the trees. Both from a managing expectations point of view and making sure the team gets things done, you kind of need these views:

    0_1470173123950_upload-eafd314a-d2dc-4a96-9b97-b95f9c04ad2d

    At a glance, how many tickets is everyone doing, how many unassigned which no one is dealing with, how many over-due.

    0_1470173223727_upload-d9106b3b-3142-485d-b799-a6b4284dd4f6

    Drill it down to per company, so across the board how many tickets opened and closed in a period, some kind of graph can be helpful so you can see that in January they went mental, Feb/March quiet, September they went mad again, so you can try to pin down what the issues were and stop them happening.

    0_1470173306134_upload-d927fd93-e156-42c5-af8a-77945a1f884c

    Finally, drill down by specific user at the company, if a single user is generating 90% of the tickets, is there something that needs addressing?

    http://www.faveohelpdesk.com/online-demo/
    Quite liking this UI and style at the moment, check out the helpdesk.


  • Banned

    Finally, the ability to quickly generate a nice easy to read report for an outside person. Graphics/branding, all nicely made up.

    I had 1 report handed to me, it was all the raw excel data on every single ticket across a date period. Sure if I'm trying to audit something specific that's helpful but if I just want an over-view report, unhelpful.



  • That looks pretty nice. I will be taking a look at that one.


  • Banned

    @Minion-Queen said in HelpDesk Ticketing System:

    That looks pretty nice. I will be taking a look at that one.

    I'm tempted by it but for a ticket system revamp I'm actually looking at freshdesk.

    https://freshdesk.com/helpdesk-features



  • One thing I like to see is a running time stamp or clock. One thing SW doesn't do.. Yes it'll say an update to a ticket was (x) minutes ago, but the next day - it should show MMDDYYYY HH:SS



  • @gjacobse said in HelpDesk Ticketing System:

    One thing I like to see is a running time stamp or clock. One thing SW doesn't do.. Yes it'll say an update to a ticket was (x) minutes ago, but the next day - it should show MMDDYYYY HH:SS

    That is a timeclock system not a ticketing system.

    They can be complementary, but they are different.



  • Here's a few things that I really appreciate:

    1. Merging tickets. Absent = Deal breaker
    2. Reply to the ticket (instead of creating a new ticket). Absent = Deal breaker
    3. Multi-Tech assignment.
    4. Clean interface
    5. Customisable reports. Absent = Deal breaker
    6. Multiple ticket views (Mine, All, closed, urgent, stale.. etc)
    7. Sub-tickets is a nice feature
    8. Add users/clients easily


  • I really like the Spiceworks helpdesk interface but it's really slow & a bit greedy on resources when in a VM (haven't tried it on a baremetal workstation) and that's with really just me using it, my boss also used it but not as heavily as I did.



  • @nadnerB I like some aspects of it but find the screen real estate to be totally wasted and inefficient.



  • @nadnerB said in HelpDesk Ticketing System:

    I really like the Spiceworks helpdesk interface but it's really slow & a bit greedy on resources when in a VM (haven't tried it on a baremetal workstation) and that's with really just me using it, my boss also used it but not as heavily as I did.

    Yep ... rather slow and resource hungry (wasn't as bad with some of the older versions) ..

    Say, does anyone use osTicket ? and how has your experience been, with it ?


  • Banned

    @Veet said

    Say, does anyone use osTicket ? and how has your experience been, with it ?

    Now that I've seen the page
    http://osticket.com/features

    I can tell you that this is what Comodo One uses and offers as their branded Service Desk. - The UI is clunky and awful.



  • @Breffni-Potter said in HelpDesk Ticketing System:

    @Veet said

    Say, does anyone use osTicket ? and how has your experience been, with it ?

    Now that I've seen the page
    http://osticket.com/features

    I can tell you that this is what Comodo One uses and offers as their branded Service Desk. - The UI is clunky and awful.

    That would make sense given that the one is open source. They probably were able to just rebrand it and host it themselves.


  • Banned

    @StrongBad said

    That would make sense given that the one is open source. They probably were able to just rebrand it and host it themselves.

    Oh indeed but Comodo One is such a weird product, it's a real mish mash of different portals and interfaces and none of it really works "well" for a busy company which is trying to make money.



  • I setup Freshdesk for a company about a year ago, still working to this day..very nice product.



  • I even created a forward email address i.e [email protected] that will automatically raise a ticket in the system.


  • Banned

    @StuartJordan said in HelpDesk Ticketing System:

    I setup Freshdesk for a company about a year ago, still working to this day..very nice product.

    Oh it really is a nice product. I am seriously considering going back to it on their Estate plan because actually, enough work is done now to justify it. The reporting and the automation tools are handy.



  • Recently joined a new outfit that's using "ConnectWise" which I've never tested previously. I typically lean toward OpenPHP projects so the idea that they paid for this unified software suite seemed a little overboard. The Outlook integration is functional but nothing that isn't also available on nearly every other project out there. The interface is a little cluttered with unnecessary elements, however the workflow for "ticketing > billing > timekeeping > payroll" has proven to be fairly efficient. While I wouldn't outright recommend a licensed solution, if that was the direction your organization wanted to go, you could do worse. $0.02


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