Advertisement
If you have a new account but are having problems posting or verifying your account, please email us on hello@boards.ie for help. Thanks :)
Hello all! Please ensure that you are posting a new thread or question in the appropriate forum. The Feedback forum is overwhelmed with questions that are having to be moved elsewhere. If you need help to verify your account contact hello@boards.ie

Helpdesk Software

Options
  • 27-11-2013 12:17pm
    #1
    Daith
    Registered Users Posts: 4,934 ✭✭✭


    Hi folks,

    Any recommendation for out of the box helpdesk software for about 3-4 agents? Mainly for emailing tickets to a helpdesk and possibly knowledge base. Needs to be more general than IT/ITIL focused.


Comments

  • Options
    #2
    Graham
    Moderators, Society & Culture Moderators Posts: 17,642 Mod ✭✭✭✭Graham


    Are you looking for something you can install or something delivered via a SAAS model?


  • Options
    #3
    Daith
    Registered Users Posts: 4,934 ✭✭✭Daith


    Graham wrote: »
    Are you looking for something you can install or something delivered via a SAAS model?

    We probably need something we can install ourselves. There's a lot of SaaS systems I've seen and liked but will probably need it to be hosted onsite.


  • Options
    #4
    kevc2
    Closed Accounts Posts: 500 ✭✭✭kevc2


    We use ManageEngine ServiceDesk. It's cheaper than the rest, one of our departments use it for logging tickets aswel as IT.


  • Options
    #5
    uch
    Registered Users Posts: 7,008 ✭✭✭uch


    Have a Look here

    Have used Royal Blue in the Past and Can't really fault it, very customizable also

    21/25



  • Options
    #6
    Daith
    Registered Users Posts: 4,934 ✭✭✭Daith


    Thanks folks, will have a look!


  • Advertisement
  • Options
    #7
    Ctrl Alt Del
    Registered Users Posts: 357 ✭✭Ctrl Alt Del


    Hi,
    I'll add SysAid to the above list,as i'm testing myself.
    It could be cloud based or hosted in-house.
    Lots of add-on if you think you'll ever needed.
    There is a free edition as well.
    Very nice interface too.


  • Options
    #8
    Kinet1c
    Closed Accounts Posts: 824 ✭✭✭Kinet1c


    osTicket is another for your list.


  • Options
    #9
    n0brain3r
    Registered Users Posts: 919 ✭✭✭n0brain3r


    Have a look at Request Tracker used it for a few years supporting about a 100 businesses before we merged with a bigger co that inflicted Connectwise on us it's an awful product. We're on Autotask now much better but expensive and I see us replicating stuff I was doing with Request Tracker years ago for free!


  • Options
    #10
    rolion
    Closed Accounts Posts: 3,362 ✭✭✭rolion


    Kinet1c wrote: »
    osTicket is another for your list.

    That look and feel gr€at but...the issue that I found with, for the past few minutes...the ticket numbers are not constant, are been allocated by the system on a random order/number.
    I'll like to have them in a sequenced order, if possible.

    Can I be wrong in saying that !?


  • Options
    #11
    mneylon
    Registered Users Posts: 7,739 ✭✭✭mneylon


    We switched to ZenDesk a few months ago and really like it

    Blog | Tweets



  • Advertisement
  • Options
    #12
    tim9002
    Registered Users Posts: 92 ✭✭tim9002


    As someone already mentioned, ManageEngine ServiceDesk Plus.


  • Options
    #13
    demanufactured
    Closed Accounts Posts: 5,756 ✭✭✭demanufactured


    BMC Trackit


  • Options
    #14
    spcw
    Registered Users Posts: 199 ✭✭spcw


    n0brain3r wrote: »
    Have a look at Request Tracker used it for a few years supporting about a 100 businesses before we merged with a bigger co that inflicted Connectwise on us it's an awful product. We're on Autotask now much better but expensive and I see us replicating stuff I was doing with Request Tracker years ago for free!



    Hi Am looking at connectwise at the minute what do you not like about it.


    thanks


    SPCW


  • Options
    #15
    n0brain3r
    Registered Users Posts: 919 ✭✭✭n0brain3r


    We had the cloud hosted version and the outages, lack of support for latest browsers constant requirement to reset IE to defaults meant everyone ended up hating it. I found the UI poor in places e.g. lots of stuff we didn't use crammed in and obscuring functions we did use. Also support is in the US so you only really get a call handler during the day here and then get a call back in the middle off the night


  • Options
    #16
    Mr. G
    Moderators, Technology & Internet Moderators Posts: 4,621 Mod ✭✭✭✭Mr. G


    If it's cloud based services you're looking for, I've heard good things about Zendesk and Kayako.


  • Options
    #17
    [Deleted User]
    Posts: 0 ✭ [Deleted User]


    I use Zendesk at work and can highly recommend it..


  • Options
    #18
    tim9002
    Registered Users Posts: 92 ✭✭tim9002


    ServiceDesk Plus Standard Edition is now free: http://www.manageengine.com/products/service-desk/free-it-help-desk-software.html


Advertisement