Helpdesk Ticketing Software Recommendations
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I could do with a new ticketing system. I currently use a self-written one, which is ok, but I'd like something a bit more fancy and powerful. But not so powerful that it takes a lot of time and effort to set-up and manage. Budget is pretty small but not zero.
What do you use? What have you used? What do you recommend? What do you not recommend. The only thing I am sure about is that I am not going to start using Spiceworks!
Initially, it's for one company with around 100 users and 2 agents/engineers. Probably 10 tickets a day, on average. If successful I may role it out to other, non-IT departments, so I'd like something that can scale a bit.
I'm currently trialling Zendesk, which I like so far. I love the simplicity. I also use Asana (thanks to @Minion-Queen's recommendation) for project management and I'm trialling Zapier which links the two applications, so that certain tickets created in Zendesk automatically create tasks in Asana, which is pretty cool although ultimately I'd love one single application that does both helpdesk ticketing and project management.
I prefer hosted with a decent iPhone app. Although I have mild concerns about security with hosted solutions - some of our helpdesk tickets contain relatively confidential information.
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I've used ServiceDesk Plus in the past. That required about 2 hours of setup and very little in the way of maintenance. I just looked it up. They do seem to have an Android app not sure about an iOS one.
The hosted standard offering is free forever for two agents. You can also deploy it onsite if you wish for two agents for free.
I've also worked with their support once and it was quick and easy.
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ServiceDesk is a good choice and both the installed and hosted versions are free.
The apps only work with the hosted version.
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@coliver said:
The hosted standard offering is free forever for two agents. You can also deploy it onsite if you wish for two agents for free.
Servicedesk is 100% free for unlimited users. For the Helpdesk module only.
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I've used ServiceDesk Plus as well and like it. A little learning curve, but that's where the power comes from. Getting it hosted for free is really nice, nothing to do but sign up and start using it. And the ServiceDesk Plus people are here in the community too!
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Has anyone used Zendesk?
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@Carnival-Boy said:
Has anyone used Zendesk?
Not first hand. It does look like a nice option and has become a major market leader.
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I don't like the fact that there isn't pricing on the ServiceDesk Plus website, just an option to obtain a quote. I hate that. I like to know what I might be getting into if I want to scale up from the free version.
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@Carnival-Boy said:
I don't like the fact that there isn't pricing on the ServiceDesk Plus website, just an option to obtain a quote. I hate that. I like to know what I might be getting into if I want to scale up from the free version.
No quote, it's 100% free for the helpdesk. It does say that somewhere. There is NO scaling up, it's completely free. The pricing is there, it says free. There is nothing more to know on the helpdesk component.
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If you want other features other than the helpdesk ones, those I am not sure about the pricing. That might be on the site or maybe you have to contact someone. I've not looked into those and am not sure. But that's not scaling up, that's adding other software that isn't the helpdesk.
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Linux has OTRS, I know Turnkey Linux has an built in ISO for this as well.
Not that you'd have to use Turnkey for it.
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@scottalanmiller said:
No quote, it's 100% free for the helpdesk. It does say that somewhere. There is NO scaling up, it's completely free. The pricing is there, it says free. There is nothing more to know on the helpdesk component.
Ah, yes. So it does. I was flummoxed by the 'Standard', 'Professional' and 'Enterprise' editions, but I can see now that the Helpdesk part is free.
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Some of those terms linger from when it wasn't free, too. It went free somewhere around a year ago.
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Another suggestion from Manage Engine ServiceDesk Plus - There is a bit of a learning curve as stated,.. and can be a bit to configure.. but well worth it. And - if you have less than 25 devices, you can get the bonus of PC management and software deployment for free also - Pretty sure they will connect and log both sides.
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Just trying Manage Engine now. Initial impression is that Zendesk looks a lot simpler and has a far more beautiful interface.
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@Carnival-Boy said:
Just trying Manage Engine now. Initial impression is that Zendesk looks a lot simpler and has a far more beautiful interface.
No doubt there.
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@Carnival-Boy said:
Just trying Manage Engine now. Initial impression is that Zendesk looks a lot simpler and has a far more beautiful interface.
Agreed.
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So I was looking around on the ServiceDesk site and I can log in with my zoho credentials. That's kind of cool. They must be built with Zoho Sites. The license was in a zoho document also.
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@johnhooks said:
So I was looking around on the ServiceDesk site and I can log in with my zoho credentials. That's kind of cool. They must be built with Zoho Sites. The license was in a zoho document also.
If I remember correctly ManageEngine is a Zoho company.
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@coliver said:
@johnhooks said:
So I was looking around on the ServiceDesk site and I can log in with my zoho credentials. That's kind of cool. They must be built with Zoho Sites. The license was in a zoho document also.
If I remember correctly ManageEngine is a Zoho company.
Ha that explains it then. I use them for my email, so that might work out nicely.
