Trying to find a good, on-premises, multi-department help desk application
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@dave247 said in Trying to find a good, on-premises, multi-department help desk application:
I've been having trouble actually finding a decent multi-department help desk solution.
For good reason, it's REALLY hard to find.
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@dave247 said in Trying to find a good, on-premises, multi-department help desk application:
And support doesn't seem that great so far and the community feels kind of dead.
ME is part of Zoho. Zoho Desk is their "current" product of this type. SD+ is their ancient system that while technically they still support it, it was long ago replaced as their flagship.
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@dave247 said in Trying to find a good, on-premises, multi-department help desk application:
Internal, multi-department help desk (not just for I/T)
on-premises deploymentThese are the two hard features. So many products are made for single desk and/or hosted today that what remains is very limited.
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@scottalanmiller said in Trying to find a good, on-premises, multi-department help desk application:
@dave247 said in Trying to find a good, on-premises, multi-department help desk application:
And support doesn't seem that great so far and the community feels kind of dead.
ME is part of Zoho. Zoho Desk is their "current" product of this type. SD+ is their ancient system that while technically they still support it, it was long ago replaced as their flagship.
See I was trying to figure that out. So you're saying that SDP is "ancient" which makes it sound like it's kind of dead/no longer supported to some degree?
I just found out about Zoho Desk so I don't know if its worth looking into that product instead... obviously I would if it could better fit our needs.
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@black3dynamite said in Trying to find a good, on-premises, multi-department help desk application:
https://www.opensupports.com/
https://www.opensupports.com/demo/Departments
Wow that looks really nice. Please tell me it has integration with Active Directory for single sign-on authentication. I forgot to mention that in my requirements...
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@dave247 said in Trying to find a good, on-premises, multi-department help desk application:
See I was trying to figure that out. So you're saying that SDP is "ancient" which makes it sound like it's kind of dead/no longer supported to some degree?
At least to some degree, yeah.
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@dave247 said in Trying to find a good, on-premises, multi-department help desk application:
Wow that looks really nice. Please tell me it has integration with Active Directory for single sign-on authentication. I forgot to mention that in my requirements...
Dont' see it listed...
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@scottalanmiller said in Trying to find a good, on-premises, multi-department help desk application:
@dave247 said in Trying to find a good, on-premises, multi-department help desk application:
Wow that looks really nice. Please tell me it has integration with Active Directory for single sign-on authentication. I forgot to mention that in my requirements...
Dont' see it listed...
Neither did I
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@dave247 said in Trying to find a good, on-premises, multi-department help desk application:
Wow that looks really nice. Please tell me it has integration with Active Directory for single sign-on authentication. I forgot to mention that in my requirements...
Nope. Its been two years since it was requested.
https://github.com/opensupports/opensupports/issues/69 -
@black3dynamite said in Trying to find a good, on-premises, multi-department help desk application:
@dave247 said in Trying to find a good, on-premises, multi-department help desk application:
Wow that looks really nice. Please tell me it has integration with Active Directory for single sign-on authentication. I forgot to mention that in my requirements...
Nope. Its been two years since it was requested.
https://github.com/opensupports/opensupports/issues/69Darn.
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GLPI (https://glpi-project.org/features/) is another but that does more a lot more than being a help desk application.
https://glpi-project.org/itil-v2-compatible-service-desk/You can sync up to your active directory.
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Looks like Zammad does both SSO and Groups (Departments). I don't use it though, so no experience there...
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We use FreshService that's supports SSO but that's about all I know since I don't manage it.
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@black3dynamite said in Trying to find a good, on-premises, multi-department help desk application:
We use FreshService that's supports SSO but that's about all I know since I don't manage it.
Looks like its I/T focused (not multi-department), hosted and the price per agent is pretty high for the lowest package. Those go against my requirements. Thanks for the input though.
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@dave247 said in Trying to find a good, on-premises, multi-department help desk application:
@black3dynamite said in Trying to find a good, on-premises, multi-department help desk application:
We use FreshService that's supports SSO but that's about all I know since I don't manage it.
Looks like its I/T focused (not multi-department) and hosted. Those go against my requirements.
Pretty much all good helpdesks are IT focused.
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@scottalanmiller said in Trying to find a good, on-premises, multi-department help desk application:
@dave247 said in Trying to find a good, on-premises, multi-department help desk application:
@black3dynamite said in Trying to find a good, on-premises, multi-department help desk application:
We use FreshService that's supports SSO but that's about all I know since I don't manage it.
Looks like its I/T focused (not multi-department) and hosted. Those go against my requirements.
Pretty much all good helpdesks are IT focused.
Right and I have trouble determining if they can also be multi-departmental or not.
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@dave247 said in Trying to find a good, on-premises, multi-department help desk application:
@black3dynamite said in Trying to find a good, on-premises, multi-department help desk application:
We use FreshService that's supports SSO but that's about all I know since I don't manage it.
Looks like its I/T focused (not multi-department), hosted and the price per agent is pretty high for the lowest package. Those go against my requirements. Thanks for the input though.
My bad forgot about the on-premises requirement.
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RIP thread.
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Curious about the on-prem requirement? Seems lime an odd requirement?
