Helpdesk Ticketing Software Recommendations
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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.
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@johnhooks said:
@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.
I am very pleased with their email system (I use it for personal stuff) they have a bunch of other tools for IT as well.
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@coliver said:
@johnhooks said:
@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.
I am very pleased with their email system (I use it for personal stuff) they have a bunch of other tools for IT as well.
Ya, you can't beat what you get for free. I haven't used any of the other services since I've been using Wave for accounting and I do all my web stuff with Drupal, but the other stuff looks like it would be just as good as the email.
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@coliver said:
...they have a bunch of other tools for IT as well.
Zoho, or ManageEngine? A lot of their other tools seem a wee bit pricey to me... but maybe that's just because I'm a cheap skate and will always try the free options first...
I see that Nobody has mentioned the Honorable mention of Spiceworks for the Helpdesk... It's not the cleanest, but I have had good results with it in the past.
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@dafyre said:
@coliver said:
...they have a bunch of other tools for IT as well.
Zoho, or ManageEngine? A lot of their other tools seem a wee bit pricey to me... but maybe that's just because I'm a cheap skate and will always try the free options first...
I see that Nobody has mentioned the Honorable mention of Spiceworks for the Helpdesk... It's not the cleanest, but I have had good results with it in the past.
From the OP:
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!
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@dafyre said:
@coliver said:
...they have a bunch of other tools for IT as well.
Zoho, or ManageEngine? A lot of their other tools seem a wee bit pricey to me... but maybe that's just because I'm a cheap skate and will always try the free options first...
I see that Nobody has mentioned the Honorable mention of Spiceworks for the Helpdesk... It's not the cleanest, but I have had good results with it in the past.
Zoho. They have a bunch of other tools. I'm also a cheapskate (which is why I'm using their email ha). I used spiceworks for a little but it started to bog my computer down.
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@johnhooks said:
I used spiceworks for a little but it started to bog my computer down.
This is the reason I moved away from Spiceworks as well. After running it for 2 years I couldn't get it to be stable for more then a few hours. It was also a huge resource hog.
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@coliver & @johnhooks -- If you guys havent' used one of the Recent v7.3 or 7.4 versions, they are rock solid and relatively fast when compred to anything before then.
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Going right along with the Helpdesk Recommendations... I just took a look at Zoho... has anybody used the Zoho Assist?
That seems like it could be a potential replacement for things like LogMeIn Rescue, etc... Pricing doesn't look that bad -- especially when compared to LMI!
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@dafyre said:
Going right along with the Helpdesk Recommendations... I just took a look at Zoho... has anybody used the Zoho Assist?
That seems like it could be a potential replacement for things like LogMeIn Rescue, etc... Pricing doesn't look that bad -- especially when compared to LMI!
I haven't. I actually set up ZeroTier and NoMachine. I think that's what I'll be using for everything, except for the people who call and just need one time quick support. I'll probably still use Teamviewer for that.
We had LMI Ignition and when they got rid of the free product, we had 100 users for like $100. But now it's like $700-800 a year! I can't even imagine why that would be preferable to something like Teamviewer that's ~$750 for life and works on all platforms!
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Not going to lie, recently I have been using a private Trello board for ticket tracking and it has been working flawlessly so far in my week of testing.
My goal was to implement a ticketing process into our system here to better track IT's time and recurring issues. Budget of $0, and I'm not a fan of Spiceworks' unwieldy help desk solution.
Trello's interface is a nice mix of powerful and quick - I can jot down an issue reported to me in the hall as a card, then sit down and flesh out the details of the ticket later like due dates, checklists for each action, and so on. Bonus: I don't need to set up a VPN to my internal network to do that like I believe I would for the SW app.
You can even set it up so that anything sent to a support email address forwards messages into an "Unassigned" list on your ticket board. Our current implementation doesn't do that as it was decided we would try and start recording tickets without formally putting in a "no ticky no worky" policy, but I can manually forward relevant messages to my board or specific cards.
One precaution I've taken while I'm still getting my feet wet with it is not writing down specific server names in the tickets, and using a simple cipher for workstation names... it's a cloud solution and, while SSL is used for data transmission, they don't encrypt data at rest so those names could be in the hands of bad guys in the event of a data breach. Probably a bit paranoid/security theateresque of me but I figure it can't hurt.
I'll reiterate that I've only been using it for a week, but what a glorious week it has been!
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I like Trello. I currently use a similar self-written system for ticketing and general task management based around scrum and kanban boards (scrumban). The main flaw I've had with it (and the reason for moving to something else) is the management of e-mail "conversations". Our calls often involve several e-mails pinging backwards and forwards between users, and the ability to have this managed inside a ticketing system will be a real benefit.
But the main flaw of ticketing systems is that they're not designed for scrum or kanban. Over 50% of our work is project based, so doesn't fit easily into a standard ticketing systems which is designed around quicker turnaround of calls. I love scrum for project management.
Between my system, Trello, Zendesk and Asana I can picture the perfect solution. However, there doesn't seem to be one single solution that ticks all my boxes. The only way I'll achieve this is by developing my own system, but the time to do that is really time I should be spending on other jobs.
