New job and info needed

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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

 

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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.

 

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.

 

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

 

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

 

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

 

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.

 

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.

 

Cheers again guys

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

Ed