MSP Helpdesk Options



  • @nadnerB said in MSP Helpdesk Options:

    @scottalanmiller said in MSP Helpdesk Options:

    @nadnerB said in MSP Helpdesk Options:

    @scottalanmiller said in MSP Helpdesk Options:

    @nadnerB said in MSP Helpdesk Options:

    @scottalanmiller said in MSP Helpdesk Options:

    @nadnerB said in MSP Helpdesk Options:

    For us, FreshService came out on top as it's the only one that didn't trip any deal breakers.

    We are testing it, but so far, finding it very slow and cumbersome. Doesn't even open sometimes. Better than what we are using, yes, but good, no.

    That sucks, we haven’t had that experience.
    Let their support team know. They’ve always been pretty responsive.

    So far, can't get back in after our initial test. The "auto login" on Firefox is working. But the login from Chrome just spins forever, even on different computers.

    We’re using SAML so I haven’t expected that. I’d hazard a guess that there’s a browser extension in the way.

    The login PAGE doesn't even load.

    Well that blows chunks

    Finally got it to load on Chrome on Fedora. But on the CHromebook, still spinning for forever.



  • @dbeato said in MSP Helpdesk Options:

    hHave you checked ServiceNow?

    That's what we use and it's 100% customizable in almost every way and easily integration with any automation.

    The bitch of it I assume is the setup to get it just the way you want it. But after that, perfection. Not sure of the costs at all though.



  • Something to look out for, some service desk providers have their charge for the actual software and then they have a setup charge on top of that. Not all of them do it.



  • @scottalanmiller said in MSP Helpdesk Options:

    @flaxking said in MSP Helpdesk Options:

    Zammad

    Anyone tried this? Looking at the screen shots and it looks useless. LOL I can't tell where you ever see ticket lists or details. They show a lot of things that don't matter, but never show actually using the system.

    Yeah I spun it up one time. It's not bad. Just spin up a container to test. That's the quickest way to look at it.



  • @Obsolesce said in MSP Helpdesk Options:

    @dbeato said in MSP Helpdesk Options:

    hHave you checked ServiceNow?

    That's what we use and it's 100% customizable in almost every way and easily integration with any automation.

    The bitch of it I assume is the setup to get it just the way you want it. But after that, perfection. Not sure of the costs at all though.

    That's what we use. You can customize everything and everything has an API. Sometimes it's a little slow and I'm sure it's expensive.



  • Not for MSP, but for our company internal users, we initially used solarwinds web helpdesk which was bad and then moved to servicedesk from manageengine. Started with the standard edition and on the next renewal we moved to enterprise edition getting project, change and asset management.

    Works really well for our use, AD integration for user login, set sla per category, business rules to assign tickets to group, tech etc and much more



  • https://www.jitbit.com/ is what we're rolling out for both our internal and external clients.... Haven't been too involved but it seems pretty flexible and IIRC you get access to the source with the on prem enterprise version.



  • @stacksofplates said in MSP Helpdesk Options:

    @scottalanmiller said in MSP Helpdesk Options:

    @flaxking said in MSP Helpdesk Options:

    Zammad

    Anyone tried this? Looking at the screen shots and it looks useless. LOL I can't tell where you ever see ticket lists or details. They show a lot of things that don't matter, but never show actually using the system.

    Yeah I spun it up one time. It's not bad. Just spin up a container to test. That's the quickest way to look at it.

    For an MSP Zammad has one of those visit the portal and get a help chat window things. Here's a couple screenshots, I'm too lazy to give you more.

    zammad-1.png

    zammad-2.png



  • @notverypunny said in MSP Helpdesk Options:

    https://www.jitbit.com/ is what we're rolling out for both our internal and external clients.... Haven't been too involved but it seems pretty flexible and IIRC you get access to the source with the on prem enterprise version.

    That looks very nice. Looks like it has loads of integrations.



  • @stacksofplates said in MSP Helpdesk Options:

    For an MSP Zammad has one of those visit the portal and get a help chat window things. Here's a couple screenshots, I'm too lazy to give you more.

    That's a pretty cool feature. Although we already have that through other tools, it's really neat to have that built in there.



  • @scottalanmiller said in MSP Helpdesk Options:

    @nadnerB said in MSP Helpdesk Options:

    FreshDesk as that's geared towards having external clients while FreshService is geared towards internal clients.

    Ah, that makes sense.

    FreshService has MSP features. Found this, should be more though
    How to switch your Freshservice Service Desk to MSP (and back)



  • @larsen161 said in MSP Helpdesk Options:

    @scottalanmiller said in MSP Helpdesk Options:

    @nadnerB said in MSP Helpdesk Options:

    FreshDesk as that's geared towards having external clients while FreshService is geared towards internal clients.

    Ah, that makes sense.

    FreshService has MSP features. Found this, should be more though
    How to switch your Freshservice Service Desk to MSP (and back)

    Nice find!



  • I am still using Comodo ONE (MSP). Free and works fine. Small caveats are the KB kinda sucks (but honestly 90% of the helpdesk's I've seen all do). I came from Spiceworks and Fresh Desk. If money wasn't an issue, then I'd be using Fresh Desk or IT Glue.



  • @krisleslie said in MSP Helpdesk Options:

    I am still using Comodo ONE (MSP).

    That's what we are on right now that we want to dump. That got rebranded to Itarian and it's not really working.



  • @scottalanmiller it works but could be tweaked to be awesome if they spent more time developing the KB and Helpdesk. I just like calling it comodo one still lol ITarian is still new for folks.



  • @scottalanmiller what specifically do you not like about it?

    The tabular reports (5 total from the Reports section) aren't as flexible as I'm used to with Spiceworks (or any other solution) but for the reports, I'm able to create, it works for an executive summary kinda. The report you can produce for assests is basically just a csv export and I mean for my intentions, that's fine. I can either take that CSV and put it in a 3rd party tool if I really need to like Quickbase or Google Studio if I really reall need to. Dashboard wise, I would say it's better than what I used to with Spiceworks. It is a bit more insightful. I can easily look at the dashboard and get the general health of my 2 environments.

    I will say for the Helpdesk it gets the job done, it's a bit dated but it works. May not work at a huge scale though.

    Can't say I've come across a time where I needed to run the Comodo Cleaning Essentials and Unknown File Hunter Tool and doubt if I ever will. The Remote Access/Remote control do work fine. It's not better than Anydesk but it works. I've used the Auto-Discovery and Deployment tool but honestly your just as fine with deploying with a GPO the small app you need to push out to your devices.

    I forgot to mention as far as a Wiki is concerned, I switched to Nuclino (www.nuclino.com) and have been happy ever since. It's the kinda Wiki these tools like Comodo etc should have implemented in the first place.



  • Had deployed SW on-premise in my previous employment, I do not know how it will fare out after reading the news earlier. It has been rock solid even when others had an issue logging in when a problem struck...it seemed that my installation was not affected then.

    I've tried and really liked osTicket but I am now testing GLPI. I was looking into a ticketing system with inventory and the features which tied the ticket to a person and/or hardware and keep its history (like SW). GLPI with FusionInventory seemed to be just that.



  • @vhinzsanchez said in MSP Helpdesk Options:

    Had deployed SW on-premise in my previous employment, I do not know how it will fare out after reading the news earlier.

    Shouldn't change anything with the recent announcement since they dropped that product four years ago.



  • @scottalanmiller said in MSP Helpdesk Options:

    @vhinzsanchez said in MSP Helpdesk Options:

    Had deployed SW on-premise in my previous employment, I do not know how it will fare out after reading the news earlier.

    Shouldn't change anything with the recent announcement since they dropped that product four years ago.

    Of course it will change. The product development was dropped, but it was never disabled to be used. Now it likely will.

    The hosted helpdesk was still active until this year.



  • @JaredBusch said in MSP Helpdesk Options:

    The product development was dropped, but it was never disabled to be used. Now it likely will.

    They claimed that they disabled the "remote kill" ability so that their infrastructure was no longer in use. Is the assumption that they broke their terms of service and secretly kept it tied and they can (and will) remote kill people's systems?



  • @JaredBusch said in MSP Helpdesk Options:

    The hosted helpdesk was still active until this year

    Still a little active, AFAIK. Very lightly, but something, I think.



  • @scottalanmiller said in MSP Helpdesk Options:

    @JaredBusch said in MSP Helpdesk Options:

    The product development was dropped, but it was never disabled to be used. Now it likely will.

    They claimed that they disabled the "remote kill" ability so that their infrastructure was no longer in use. Is the assumption that they broke their terms of service and secretly kept it tied and they can (and will) remote kill people's systems?

    I never saw that. So I assumed it was still all tied to the community accounts and such.



  • @JaredBusch said in MSP Helpdesk Options:

    @scottalanmiller said in MSP Helpdesk Options:

    @JaredBusch said in MSP Helpdesk Options:

    The product development was dropped, but it was never disabled to be used. Now it likely will.

    They claimed that they disabled the "remote kill" ability so that their infrastructure was no longer in use. Is the assumption that they broke their terms of service and secretly kept it tied and they can (and will) remote kill people's systems?

    I never saw that. So I assumed it was still all tied to the community accounts and such.

    they had a massive outage a couple years ago and everyone found out that they had been tying it together (and had no redundancy) so when their ISP failed, every on prem SW failed with it. Then they promised that it was separated and no longer depended no their no-redundancy, no-failover back end. And I'd heard from people who tested that it seemed to actually be done. So my understanding was that they really did it, but they are always pretty suspect, for obvious reasons, they've violated their terms so often that there is a good chance they would have turned it back on later. But they were so exposed when it happened that it seems kind of unlikely that they would risk that happening again.



  • @scottalanmiller said in MSP Helpdesk Options:

    Spiceworks (viability)....

    Funny it took only six days since stating this risk concern before it came true. So that was a well founded worry.



  • @vhinzsanchez said in MSP Helpdesk Options:

    Had deployed SW on-premise in my previous employment, I do not know how it will fare out after reading the news earlier. It has been rock solid even when others had an issue logging in when a problem struck...it seemed that my installation was not affected then.

    I've tried and really liked osTicket but I am now testing GLPI. I was looking into a ticketing system with inventory and the features which tied the ticket to a person and/or hardware and keep its history (like SW). GLPI with FusionInventory seemed to be just that.

    Let me know if you need any help, I've been dealing with the inventory side of that combo for going on 3 years now. Going to be getting more into the data-center / server room management side of it with the management and financials stuff next week.



  • @notverypunny said in MSP Helpdesk Options:

    @vhinzsanchez said in MSP Helpdesk Options:

    Had deployed SW on-premise in my previous employment, I do not know how it will fare out after reading the news earlier. It has been rock solid even when others had an issue logging in when a problem struck...it seemed that my installation was not affected then.

    I've tried and really liked osTicket but I am now testing GLPI. I was looking into a ticketing system with inventory and the features which tied the ticket to a person and/or hardware and keep its history (like SW). GLPI with FusionInventory seemed to be just that.

    Let me know if you need any help, I've been dealing with the inventory side of that combo for going on 3 years now. Going to be getting more into the data-center / server room management side of it with the management and financials stuff next week.

    With GLPI? I need to install that one again and poke around.



  • @scottalanmiller said in MSP Helpdesk Options:

    @JaredBusch said in MSP Helpdesk Options:

    @scottalanmiller said in MSP Helpdesk Options:

    @JaredBusch said in MSP Helpdesk Options:

    The product development was dropped, but it was never disabled to be used. Now it likely will.

    They claimed that they disabled the "remote kill" ability so that their infrastructure was no longer in use. Is the assumption that they broke their terms of service and secretly kept it tied and they can (and will) remote kill people's systems?

    I never saw that. So I assumed it was still all tied to the community accounts and such.

    they had a massive outage a couple years ago and everyone found out that they had been tying it together (and had no redundancy) so when their ISP failed, every on prem SW failed with it. Then they promised that it was separated and no longer depended no their no-redundancy, no-failover back end. And I'd heard from people who tested that it seemed to actually be done. So my understanding was that they really did it, but they are always pretty suspect, for obvious reasons, they've violated their terms so often that there is a good chance they would have turned it back on later. But they were so exposed when it happened that it seems kind of unlikely that they would risk that happening again.

    It is still tied to it at least on the initial setup, same for network monitor. You can set it up offline after that but it does need checkins for the plugins such as warranty check, cloud detection, alien vault alerts, software updates by Zoho and many more.



  • @dbeato said in MSP Helpdesk Options:

    @scottalanmiller said in MSP Helpdesk Options:

    @JaredBusch said in MSP Helpdesk Options:

    @scottalanmiller said in MSP Helpdesk Options:

    @JaredBusch said in MSP Helpdesk Options:

    The product development was dropped, but it was never disabled to be used. Now it likely will.

    They claimed that they disabled the "remote kill" ability so that their infrastructure was no longer in use. Is the assumption that they broke their terms of service and secretly kept it tied and they can (and will) remote kill people's systems?

    I never saw that. So I assumed it was still all tied to the community accounts and such.

    they had a massive outage a couple years ago and everyone found out that they had been tying it together (and had no redundancy) so when their ISP failed, every on prem SW failed with it. Then they promised that it was separated and no longer depended no their no-redundancy, no-failover back end. And I'd heard from people who tested that it seemed to actually be done. So my understanding was that they really did it, but they are always pretty suspect, for obvious reasons, they've violated their terms so often that there is a good chance they would have turned it back on later. But they were so exposed when it happened that it seems kind of unlikely that they would risk that happening again.

    It is still tied to it at least on the initial setup, same for network monitor. You can set it up offline after that but it does need checkins for the plugins such as warranty check, cloud detection, alien vault alerts, software updates by Zoho and many more.

    Additional stuff i"m not surprised, but I think that the product itself is offline, at least after install?



  • @scottalanmiller said in MSP Helpdesk Options:

    @dbeato said in MSP Helpdesk Options:

    @scottalanmiller said in MSP Helpdesk Options:

    @JaredBusch said in MSP Helpdesk Options:

    @scottalanmiller said in MSP Helpdesk Options:

    @JaredBusch said in MSP Helpdesk Options:

    The product development was dropped, but it was never disabled to be used. Now it likely will.

    They claimed that they disabled the "remote kill" ability so that their infrastructure was no longer in use. Is the assumption that they broke their terms of service and secretly kept it tied and they can (and will) remote kill people's systems?

    I never saw that. So I assumed it was still all tied to the community accounts and such.

    they had a massive outage a couple years ago and everyone found out that they had been tying it together (and had no redundancy) so when their ISP failed, every on prem SW failed with it. Then they promised that it was separated and no longer depended no their no-redundancy, no-failover back end. And I'd heard from people who tested that it seemed to actually be done. So my understanding was that they really did it, but they are always pretty suspect, for obvious reasons, they've violated their terms so often that there is a good chance they would have turned it back on later. But they were so exposed when it happened that it seems kind of unlikely that they would risk that happening again.

    It is still tied to it at least on the initial setup, same for network monitor. You can set it up offline after that but it does need checkins for the plugins such as warranty check, cloud detection, alien vault alerts, software updates by Zoho and many more.

    Additional stuff i"m not surprised, but I think that the product itself is offline, at least after install?

    Only after install and still dependent of gekko.spiceworks.com



  • @dbeato said in MSP Helpdesk Options:

    @scottalanmiller said in MSP Helpdesk Options:

    @dbeato said in MSP Helpdesk Options:

    @scottalanmiller said in MSP Helpdesk Options:

    @JaredBusch said in MSP Helpdesk Options:

    @scottalanmiller said in MSP Helpdesk Options:

    @JaredBusch said in MSP Helpdesk Options:

    The product development was dropped, but it was never disabled to be used. Now it likely will.

    They claimed that they disabled the "remote kill" ability so that their infrastructure was no longer in use. Is the assumption that they broke their terms of service and secretly kept it tied and they can (and will) remote kill people's systems?

    I never saw that. So I assumed it was still all tied to the community accounts and such.

    they had a massive outage a couple years ago and everyone found out that they had been tying it together (and had no redundancy) so when their ISP failed, every on prem SW failed with it. Then they promised that it was separated and no longer depended no their no-redundancy, no-failover back end. And I'd heard from people who tested that it seemed to actually be done. So my understanding was that they really did it, but they are always pretty suspect, for obvious reasons, they've violated their terms so often that there is a good chance they would have turned it back on later. But they were so exposed when it happened that it seems kind of unlikely that they would risk that happening again.

    It is still tied to it at least on the initial setup, same for network monitor. You can set it up offline after that but it does need checkins for the plugins such as warranty check, cloud detection, alien vault alerts, software updates by Zoho and many more.

    Additional stuff i"m not surprised, but I think that the product itself is offline, at least after install?

    Only after install and still dependent of gekko.spiceworks.com

    What does Gekko do and what happens when it goes away?


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