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Helpdesk software,ticketing system?

Discussion in 'Software' started by techmob, Mar 10, 2013.

  1. techmob

    techmob New Member

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    Hi all

    What do you recommend, we are looking to implement Helpdesk software and ticketing system?

    Currently setting spiceworks, but what does everyone else use?
     
  2. SimonD

    SimonD Terabyte Poster Moderator

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    Service-Now, ITIL compliant but costs.
     
    Certifications: CNA | CNE | CCNA | MCP | MCP+I | MCSE NT4 | MCSA 2003 | Security+ | MCSA:S 2003 | MCSE:S 2003 | MCTS:SCCM 2007 | MCTS:Win 7 | MCITP:EDA7 | MCITP:SA | MCITP:EA | MCTS:Hyper-V | VCP 4 | ITIL v3 Foundation | VCP 5 DCV | VCP 5 Cloud | VCP6 NV | VCP6 DCV | VCAP 5.5 DCA
    WIP: VCP6-CMA, VCAP-DCD and Linux + (and possibly VCIX-NV).
  3. techmob

    techmob New Member

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    Thanks Simon

    I am looking for a complete IT package, I will look into that
     
  4. jvanassen

    jvanassen Kilobyte Poster

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    If you look through my history you will see I made thus exact thread only a few months ago :D
     
    Certifications: CompTIA A+, Network+, CCENT
    WIP: ICND2 200-101
  5. techmob

    techmob New Member

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    great, that's good to know..

    will have a look

    thanks
     
  6. Coupe2T

    Coupe2T Megabyte Poster

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    I've used HP Openview and Remedy, both reasonable.

    I have to say I preferred Hp Openview, but that may just be down to the fact that it was implemented properly in an ITIL environment, so it had a built in CMDB which came in incredibly useful etc.
     
    Certifications: ECDL, Does that Count!?!
  7. ade1982

    ade1982 Megabyte Poster Forum Leader

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    Just an aside, but I was on a course last year and there were some guys from Admiral. They said they spend about half a day every week trying to fix their helpdesk software. :D
     
    Last edited: Mar 12, 2013
  8. GSteer

    GSteer Megabyte Poster

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    Currently using Connectwise for Ticketing, Invoicing and general CRM - using Labtech as our remote monitoring and management software.

    Labtech does do ticketing if you already have an alternate CRM program.

    Take into account we're a SMB IT services provider so not in house.
     
    Certifications: BSc. (Comp. Sci.), MBCS, MCP [70-290], Specialist [74-324], Security+, Network+, A+, Tea Lord: Beverage Brewmaster | Courses: LFS101x Introduction to Linux (edX)
    WIP: CCNA Routing & Switching
  9. techmob

    techmob New Member

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  10. wagnerk
    Highly Decorated Member Award

    wagnerk aka kitkatninja Moderator

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    We use Richmond, it's a ITIL and FITS system. And while not free, comparing to other servicedesk system, it's quite reasonable. Been using it now for a few years.
     
    Certifications: CITP, PGCert, BSc, HNC, LCGI, PTLLS, MCT, MCITP, MCTS, MCSE, MCSA:M, MCSA, MCDST, MCP, MTA, MCAS, MOS (Master), A+, N+, S+, ACA, VCA, etc... & 2nd Degree Black Belt
    WIP: PGDip
  11. techmob

    techmob New Member

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    Thanks wag.
     
  12. Taire2011

    Taire2011 Bit Poster

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    We use ServiceCenter client, but this is getting replaced with service Now.
     
  13. techmob

    techmob New Member

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    service now has been mentioned a few times here, so I must consider it.

    what drew you to service now, is it a good complete product?

    we currently do not have a helpdesk system, we are pretty much taking calls, being stopped in between doing jobs and via email.

    I have gone from one person (myself) to an IT assistant and I am now getting another person. I am also outsourcing first line support calls to a company.

    I want as much transparency between the team and want to be able to have an overview of everything going on in one single manageable place.

    so many to choose from but some interesting products out there
     
    Last edited: Mar 17, 2013

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