Help Desk Solution - Suggestions from experience

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I have been tasked at work to come up with a replacement for our current Help Desk solution - (Remedy).

We have deemed Remedy as a massive overkill for what we need, and the size of our company - and are now looking to progress onto something new.

I have outlined some requirements, which include pretty standard functions for a Help Desk app of the modern day, and I have also done a case study on varous applications gathered from various searches on the Internet.

What I am after now, is some feedback, from you guys - the IT Pro's who will have first hand experience with such solutions, and more than likely all have a favourite, and a one to avoid like the plague.

My requirements are as follows:

- Cost
- Web Based interface
- Email Engine/Submission
- Change Management
- Asset Management
- Some for of reporting functionality

Cost is probably the biggest factor at the moment, as we are currently paying a substantial amount of money for a app which is overkill for our needs. We need to run through the motions of trying to bring this over head down.

Second biggest factor is the web bassed option, we have a multitude of contractors (on and off site) and outsourcing going on at the moment, so its crucial to our work flow that we get these guys using this app to make life easier for eveyrone...

bit of a long winded email I know, but hopefully some of you guys will have some nice suggestions for me to look into

thanks

 

We use Ilient Free as well. The interface is quite basic but i'm not going to complain about that seeing as it's free!

I have not used any other Helpdesk software so I can't help you any more than that.

 

Thanks for the input guys.

Wagnerk, I shall deffo check that Ilnet out - sounds good from how you have described it - the department being listed as one user might be just the thing I could implement here thinking about it. So thanks a lot - interested to here what the second solution is.

Sparky - TrackIT was actually on my shortlist - so thats another bonus. I think I will have to have a look at their trial too and see how it fares. Thanks mate.

Keep them coming guys

 

Ken's other link is this one:

ISS: http://www.inet-sciences.com/pricing.html

 

We use TrackIT. Works great!

 

You might want to check out Spiceworks.

 

starting to get very drawn out now....

I have installed and mocked up a few scenarios with Ilient Sysaid - looks quite nifty. Although my superiors are concerned that if I take us down that route, i will be creating a "baby" that I will never be free from.

Another one which I have looked at is Oxygen - which to be perfectly honest, is awful from an intuitive perspective. I really dislike it.

I will give Track it and ISS all a little look at now, and try and narrow my options.

I am going to the Help Desk Show at Olympia tomorrow, which is part of InfoSec 2007, hopefully will see some interesting solutions...