Helpdesk ticketing software

[levak]

Hello!

I'm searching for a helpdesk ticketing system. I have a lot of friends and some smaller companies that I ocasionally do IT work for them and would like to implement a ticketing system for them to report problems.

What am I seaching for:
- there will be 1 or 2 agents(me and my friend in case I can't do it)
- every user has to logon before submitting a ticket
- possibility to create custom forms(users usually don't give enough data, so it's nice to create a form, so I can tell them what data I need with the help of the form)
- not nessessary: possibility to have multiple forms, depending on the problem(different ticket if there is a problem with network connectivity or if there is hardware error)
- knowledge base(so I can post common Q&A)
- email ticketing
- support for notes(privat and public) (which are also emailed to the client)
- mobile support (if it has phone8 app, that is SUPER!)
- cloud based, so I don't need to maintain it myself
- free or payed, but not too expensive.

That's mostly it I think...

Matej

 

[/usr/home]

ManageEngine just announced their ServiceDesk is free now. We use it at work and it works pretty good.

 

[levak]

I'm currently evaluating Zendesk and Freshdesk....

I like Freshdesk the most, but in the free plan, I can only have one support account. Also, what I'm missing is a Windows Phone 8 app support. They should have a mobile friendly web page, but my phone only loads the normal page...

Matej

 

[doctorword]

I am an IT helpdesk intern

Software we use is Lab Tech and we are moving to Auto Task next week. I like both.

 

[MikeTrike]

We use SmarterTrack as our IT help desk at work.

 

[shade91]

I'm currently evaluating Zendesk and Freshdesk....

I like Freshdesk the most, but in the free plan, I can only have one support account. Also, what I'm missing is a Windows Phone 8 app support. They should have a mobile friendly web page, but my phone only loads the normal page...

Matej

I've tried both and prefer Freshdesk.

 

[k1pp3r]

Labtech
Connectiwse
solarwinds helpdesk
manage engine
spiceworks


There are a bazillion out there, we use connectwise.

 

[schizrade]

We are in the process of Ditching BMC Footprints (of thank you sweet Jesus) and looking at Dell Kace/System Center SM.

I have used Heat, spice works, OTRS in the past. BMC FP is the worst by far. Somebody here got suckered into that one.

 

[k1pp3r]

We are in the process of Ditching BMC Footprints (of thank you sweet Jesus) and looking at Dell Kace/System Center SM.

I have used Heat, spice works, OTRS in the past. BMC FP is the worst by far. Somebody here got suckered into that one.

No, CA Unicenter is by far the worst.

 

[NobleX13]

We use BMC Remedy at work. Stay away.

 

[waldo98]

We use BMC Track-It here at my work.

 

[Shyne151]

Spiceworks? Currently our helpdesk runs Altiris... which is horrid. We are migrating to desk.com which looks very promising. The committee researched helpdesk solutions for over a year and desk.com was the final choice. Their API is really well designed/documented. Next month I have to start implementing our single sign on solution+import of our users.

 

[MrGuvernment]

Spiceworks just released their free one... havent tried it out yet though.

we went with Solarwinds webhelpdesk but it is expensive!! for Tech licenses and it seem's like a ugly step child product for them.

 

[schizrade]

We use BMC Remedy at work. Stay away.

BMC SUCKS. When I found out we were the largest user of the bastard child Footprints I started an exit plan. We are beta testing their crap for them, and paying for the honor.

 

[CaffeineMan]

Any with asset data?

 

[k1pp3r]

Any with asset data?

Connectwise can integrate with several asset management systems, we use labtech and import assets to connectwise.

 

[Vashypooh]

ManageEngine just announced their ServiceDesk is free now. We use it at work and it works pretty good.

This is hands down the one I would deploy. AD SSO, and everything super easy to setup and configure, and highly configurable.

 

[Eshindi]

at my job we use Sharepoint
We made our own custom list that users input tickets (called items), we assign, make notes, upload docs, email and close the items as we work on the issue.
We also use another list in sharepoint for asset tracking.
We currently have about 6 or 7 help desk ticketing sytems and we are currently looking into making one major CRM system and i want to keep using sharepoint for that.