Trying to find a good, on-premises, multi-department help desk application
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I've been having trouble actually finding a decent multi-department help desk solution. Google just results in the same old dead-ends. We are a small-ish company with about 60 employees yet we have something like 12 departments or so (always changing) and so our technician quantity is always high (like 40 technicians) and that is what always kills us in price.
Currently, I am trialing ManageEngine ServiceDesk Plus which seems to be the best option in terms of functionality and price, but it seems pretty problematic with bugs and weird functional issues. And support doesn't seem that great so far and the community feels kind of dead.
The only other product I found that might work is something called Jitbit help desk but I haven't had a chance to really look into them yet.
Does anyone have any good suggestions?
Here are my requirements:
- Internal, multi-department help desk (not just for I/T)
- 40 technicians / users who can complete requests
- Active Directory integration for SSO
- Price under $8,000/annually
- on-premises deployment
- Microsoft Windows Server based
- dead simple/basic - just need everyone to be able to submit HD requests for different departments and have other people be able to handle and close them. No freaking bells and whistles.
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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.
