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New job and info needed

Discussion in 'Software' started by zxspectrum, Dec 9, 2013.

  1. zxspectrum

    zxspectrum Gigabyte Poster Premium Member

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    Just a quick hi as im in my new role and im doing unductions like theres no tomorrow.

    Does anyone use or have any experience of ticketing software??? Just for people to raise issues when they have IT issues, and if so are they any good and would you use them or have you used them in your place of work ??


    Ed
     
    Certifications: BSc computing and information systems
    WIP: 70-680
  2. simongrahamuk
    Honorary Member

    simongrahamuk Hmmmmmmm?

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    The majority of places will have some kind of ticketing system in place to help them keep track of workloads, who has what job, which ones are outstanding, etc.

    Some of them are good, some of them not so good.
     
  3. GSteer

    GSteer Megabyte Poster

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    We use Connectwise to manage tickets for our clients. Also have Labtech in place for server/machine monitoring, it can handle ticketing but we don't use it's functionality (CW is nicer)

    Both items are paid for software/services that have cloud and in house options, I'm not sure of the scale you're needing but they might be over the top for what you're looking for.

    A free (advert based) option would be Spiceworks - I've been keeping an eye on it over the years but have yet to work solely in house at one company where it could be implemented. I believe it has ticketing capabilities these days. I don't have any experience in using it though.
     
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    Arroryn likes this.
  4. Sparky
    Highly Decorated Member Award

    Sparky Zettabyte Poster Moderator

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    Loads to pick from mate. What one are you using at work?
     
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  5. SimonD

    SimonD Terabyte Poster Moderator

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    Service-Now is one we use at work, offers much more than just ticketing.
     
    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
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  6. Arroryn
    Honorary Member

    Arroryn we're all dooooooomed

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    +1 for Labtech here. Great monitoring software. Equally don't use it for ticketing, not in the main. In-house developed app for that. At my old place we used Hornbill. That was excellent, good built-in asset tracking too.
     
    Certifications: A+, N+, MCDST, 70-410, 70-411
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  7. zxspectrum

    zxspectrum Gigabyte Poster Premium Member

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    Cheers for the feedback guys

    At the moment what we have is a system that's done through access. Its good for the moment but what they are after is something that would allow staff to log their own problems via the Intranet (maybe not straight away, but the ability would be useful to grow into). Then be able to upload help/troubleshooting files/documents. And finally, to be able to do reports out of it. Currently we report the number of calls logged per week/month and the split between staff/students. We also report on type of calls logged, but we need to do more work on that bit.

    Thats basically what we need, but one thing id like to see personally is can the majority use it. I mean can a normal user understand it rather that just an IT guy, or it looks great and is easy to use, but maybe its stupidly hard to implement from an IT perspective.

    Thanks again for the feedback guys

    Ed
     
    Certifications: BSc computing and information systems
    WIP: 70-680
  8. Kopite_21

    Kopite_21 Gigabyte Poster Premium Member

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    We use ConnectWise also but will be moving over to ZenDesk soon!
     
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  9. GSteer

    GSteer Megabyte Poster

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    Funnily enough I was just about to mention that a number of our vendors use Zendesk. At least from myself as a client, in this instance, it seems to work well. No idea on costs though.
     
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  10. Monkeychops

    Monkeychops Kilobyte Poster

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    Used a few different ones, Remedy, Maximo, QSM, Service-Now.

    Service-Now was quite nice as it was a hosted/saas solution. As SimonD says they all do more than just ticketing, depends on budgets, support overheads etc.
     
  11. zxspectrum

    zxspectrum Gigabyte Poster Premium Member

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    Cheers again guys

    I will look through them and see what fits us best.

    Ed
     
    Certifications: BSc computing and information systems
    WIP: 70-680

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