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Ticketing Systems

General Discussion

Last Post by jhuckaby45 12 years ago

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rcarpenter

(@rcarpenter)

Posts: 43

Trusted Member

Topic starter

We've used RequestTracker, Spiceworks, Footprints. We're looking for something new / better / shinier.

What do you guys use? What do you like about it? What have you tried and hated?

Right now we're tossing around the idea of Zendesk or webhelpdesk.com.

Thanks!

Rachael

Posted : October 29, 2012 7:18 am

jkratzer

(@jkratzer)

Posts: 138

Estimable Member

We built our own in MS Sharepoint.

Started with the free template on Microsoft site and just expanded it from there.

Posted : October 29, 2012 8:04 am

Mitch Kwiatkowski

(@mitch)

Posts: 111

Estimable Member

We useAutoTask and love it. It's a monthly subscription per named resource on the support side, but it has all the bells and whistles you'd ever need in a ticketing system including a portal for unlimited users to enter and manage their own support requests. We track help desk issues as well as requests for forms, reports, and interfaces. It has a project management module, but I find it to be very clunky, and we generally revert back to tickets for small projects and MS Project for the big ones.

Posted : October 29, 2012 8:27 pm

jkratzer

(@jkratzer)

Posts: 138

Estimable Member

You could also look at the one in SpiceWorks. I use it for there monitoring, but it also has a help desk in it.

Posted : October 30, 2012 1:55 am

Sam

(@sam)

Posts: 371

Honorable Member

We use ManageEngine ServiceDesk Plus, works well for our hospital IT group. Then again, it's mandated so there's no choice. Wink

Posted : October 30, 2012 9:26 pm

abulsara

(@abulsara)

Posts: 150

Estimable Member

We use manage engine HelpDesk as well.

Posted : October 31, 2012 1:03 pm

jhuckaby45

(@jhuckaby45)

Posts: 65

Estimable Member

Mitch Kwiatkowski said:

We useAutoTask and love it. It's a monthly subscription per named resource on the support side, but it has all the bells and whistles you'd ever need in a ticketing system including a portal for unlimited users to enter and manage their own support requests. We track help desk issues as well as requests for forms, reports, and interfaces. It has a project management module, but I find it to be very clunky, and we generally revert back to tickets for small projects and MS Project for the big ones.

Mitch, I also have AutoTask but have hesitated to give users access to the portal due concerns of what the tickets would look like for example it just saying HELP. Have you had any issues with this and if so how have you addressed it?

Justin

Posted : November 2, 2012 12:14 am

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