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IT/Service Helpdesk Software

Discussion in 'Software' started by Chopperchand, Feb 21, 2012.

  1. Chopperchand

    Chopperchand Nibble Poster

    Hi All,

    I have been tasked with finding a new helpdesk software solution.

    The current one we have was a one-off payment job on the cheap which we then customized to work for us. The support is via email....and it take's days to get anything back.

    So looking for a change.

    Basically the software needs to do the following.

    1. log email calls automatically (internal customers)
    2. Have a knowledge base / article section
    3. Software company has Telephone Tech support available
    4. SLA report creation for Management

    Currently 4 technicans, with possiblilty to increase. and there are currently 250 employees

    I guess the list above is basically what all helpdesk software does as standard.....but having searched the internet endlessly I would like to get suggests from the PRO's that actually use the software about Pro's and Con's

    Any suggestions that can help me with my search....


    WIP: MCSA Sql Server 2012
  2. wagnerk
    Highly Decorated Member Award

    wagnerk aka kitkatninja Moderator

    Depends what you want and what your needs are...

    Spiceworks is pretty good and it's free. Richmond Systems is what we're currently using as it met our needs more (this is a paid product).
    Certifications: CITP, PGDip, 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: MSc in Tech Management

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