Zen Desk
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@Aaron-Studer said:
I do. What's up?
We are looking to move from Spiceworks to Zen Desk, and I have started a trial, but haven't had time to play yet. I was wondering what you like about it, have you used spiceworks in the past and if so how do you like it compared to spiceworks?
Thanks!
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I use Zen Desk exclusively but have never used the support ticketing in Spiceworks. I presume that you are only comparing the ticketing portion?
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@technobabble said:
I use Zen Desk exclusively but have never used the support ticketing in Spiceworks. I presume that you are only comparing the ticketing portion?
We have the device stuff setup for spiceworks, but don't use it much. We mainly use it for the helpdesk portion, and for the past year we have alot of small issues with it. I like the idea of zen desk because it is hosted and has support. We are looking for something that is more stable than spiceworks.
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For ticketing only almost every solution will match or beat spiceworks as much as people don't want to admit it.
Look at some of these:
ZenDesk, ServiceDesk Plus (which has a free version) and Or Giva which is hosted only -
@thecreativeone91 said:
Giva
I really like the idea of a hosted solution...
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Hosted is really the only way to go for a helpdesk. It's not the kind of software with benefits to on premises deployment.
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I said it fairly early on on the Spiceworks community, Spiceworks tries to do a lot of things but does not do anything really that well.
Yes it works but it's not AMAZING.freshdesk.com
Might be worth having a look at this, Really like this helpdesk product, been using it on/off over the past year. -
@Breffni-Potter said:
Yes it works but it's not AMAZING.
It barely even works most of the time.
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digression....is there a product that does what Spiceworks does but better and won't break the bank?
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@thecreativeone91 Well I don't know about that
We never got that far, the initial issues scared us away.Biggest let down was the awful setup/inventory.
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@garak0410 said:
Digretion....is there a product that does what Spiceworks does but better and won't break the bank?
All in one? no. You need separate tools that are good at each task.
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@garak0410
https://www.manageengine.com/products/service-desk-msp/Give the free edition a try.
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@thecreativeone91 said:
@garak0410 said:
Digretion....is there a product that does what Spiceworks does but better and won't break the bank?
All in one? no. You need separate tools that are good at each task.
And pardon the typo...fixed "digression"...
And for what I need it for a solo IT shop, Spiceworks fine...I can't get anyone to really use the help desk though they will get a ticket for every time they walk into my office for me to help...it helps me keep a good KB of how I fixed things...
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@Breffni-Potter said:
@garak0410
https://www.manageengine.com/products/service-desk-msp/Give the free edition a try.
Very powerful. Full enterprise style helpdesk. Takes a bit to set up but really nice and flexible. That it is totally free AND hosted is huge. And they have a presence in MangoLassi too, which is awesome.
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@garak0410 said:
digression....is there a product that does what Spiceworks does but better and won't break the bank?
Why do you want those pieces all in one? I always found that a big negative. Jack of all trades, master of none. Too much integration.
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@scottalanmiller said:
@garak0410 said:
digression....is there a product that does what Spiceworks does but better and won't break the bank?
Why do you want those pieces all in one? I always found that a big negative. Jack of all trades, master of none. Too much integration.
Why is that? (note my context is intense curiosity and not flaming...like others opinions to help form my own)
The reason I don't mind it all in once place is that I like the way the help desk attaches issues to devices and keeps a history attached to it...plus it is free (sans the data they collect)
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@garak0410 I like it all in one spot as well, but it's a resource pig and should be run on SSD's if you have more than 2 or 3 IT staff. We have 3 staff, if someone runs a search it absorbs all the I/O we have in the crummy array that hosts it. This results in crap performance for all our VM's on that host. Granted that's all our fault for a garbage config, but, it's still a bit of a resource hog.
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@garak0410 said:
The reason I don't mind it all in once place is that I like the way the help desk attaches issues to devices and keeps a history attached to it...plus it is free (sans the data they collect)
The free is great, but the lack of hosting is huge. The actual cost of running it is relatively high as you need a lot of hardware and Windows licensing to do it (you can do a VM, but then you either need Windows Server or VDI licensing!!) Because it is Windows only and because it is so resource intensive you really end up spending a lot. Plus you need to deal with patching and management yourself, which adds that cost too.
The devices with history attached to tickets is certainly awesome.
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@MattSpeller said:
@garak0410 I like it all in one spot as well, but it's a resource pig and should be run on SSD's if you have more than 2 or 3 IT staff.
When we ran it a few years ago, that's what we did. It was physical install, with SSD (100K IOPS+), 6GB RAM and it was still SO slow.
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@MattSpeller said:
@garak0410 I like it all in one spot as well, but it's a resource pig and should be run on SSD's if you have more than 2 or 3 IT staff. We have 3 staff, if someone runs a search it absorbs all the I/O we have in the crummy array that hosts it. This results in crap performance for all our VM's on that host. Granted that's all our fault for a garbage config, but, it's still a bit of a resource hog.
I'm the only IT staff and no one really uses the helpdesk (but I do to log my issues and reference them to the hardware)...I am actually running it on a VM along with an internet monitor...I've not really had any performance issues with it or that server (it is on my "play" virtual host and not the main product host)...Still wondering if I should still get a decent workstation with memory and SSD and run it there...
