What HelpDesk software would you recommend?

bungeecork

Hey everyone - I'm looking around for a Help Desk management system but there are dozens out there and they all seem to be very pricey.

Before I send out some feelers and have sales people calling back to ask me what my budget is - I thought I'd ask you all what HelpDesk software you might recommend (maybe something you use now or have used before) and maybe what you think of it?

Cheers

Santa Claus

We use salesforce.com but it's more of a CRM solution with sales leads as well as a call logging/reporting system.

It depends on what size of a company you are. Sometimes just an access database can work as well for a smaller company where there will be a relatively low volume of calls (i.e. less than 50 per day)

Gilgamesh

don't think many people will be able to disclose this info about their companies. coudl be considered a breach of contract with their employer

bungeecork

Thanks Santa. 1200 people at the firm. Ideally I'd like an off the shelf web based solution so that users could either log a job via the web interface or send an email form (or call, but we'll "encourage" them to log it themselves ).

Raiser

Remedy - personally I think its sh1te.

Slow as anything and you have to fill in every detail at least twice (?)

- Very irritating - must have been designed by a moron.

seamus

We use HEAT . It's massively customisable, driven by an SQL server backend and a Windows client. But it's buggy as hell. You can expect to reboot/troubleshoot the database server at least once a month, and have your client crash at least once a day. It's also quite expensive from what I know.

Have a look on www.sourceforge.net. You should be able to get some freeware call logging software with web-based frontends (IMO the only way to go).

L5

Visual SQM, seems easy to use so far.

bungeecork

Thanks Raiser - will avoid Remedy

Thanks Seamus and L5 - looking at Sourcefource and Visual QSM now.

Anyone else?