28 replies to this topic

[+Shikaka]

Hi All,

Ive been looking into getting a dedicated IT Support Help Desk package to replace the current Access Database is use.

im looking for features suchs as holding all my clients info, being able to generate reports of jobs easily, possibly being able to do monthly reports of how much time was spent on site for each client.

Being able to view a "Computer History" for each PC we look after etc.


I have had a good look at Spiceworks, but i just think this is abit overkill for what i need tbh.

I was hoping someone here would know just the program i need? Or a web based software?

Sometime with a free trial would be a bonus!


Thank you and i hope someone can help!

[majortom1981]

We use spiceworks. Its free and not hard to install. I do not think its overkill .It comes in very handy. Especially since it scans all the machines and even tells you when there warranty runs out without you even doing anything. I would give it a look again.

[+littleneutrino]

majortom1981, on 18 January 2012 - 23:49, said:

We use spiceworks. Its free and not hard to install. I do not think its overkill .It comes in very handy. Especially since it scans all the machines and even tells you when there warranty runs out without you even doing anything. I would give it a look again.

Either Spice Works or Track-It

[Intelligen]

We use Help Desk Authority from scriptlogic. Its OK, has its pros and cons but you can purchase additional modules to do things you want. Of course its not free though. Does havea demo though so you can try it out. Its not as great as some of those high end products out there but it gets the job done.

http://www.scriptlog...desk-authority/

[+sc302]

Honestly you don't need to use any feature of spiceworks you don't want to. I don't think spiceworks is what you need. It isn't that it is overkill, it is that it isn't what you are looking for or need.


But what you really want is a CRM package. There are free ones like http://www.freecrm.com/. I have used Tigerpaw and Connectwise, both are not inexpensive. I like connectwise the best and teamed up with their new software endevor labtech. The combination should be flawless. Users will be able to submit tickets from their workstation by the labtech client, the labtech client will give us the abiltiy to lock and isolate processes to help with malware removal.

I would suggest looking at these, both of these are specifically designed for IT service companies.
http://www.connectwise.com/
http://www.labtechso...-management.php

http://www.labtechsoft.com/demo.php
http://www.connectwi...active-demo.php

If you sign up for the demos I am sure they will answer a lot of questions, or at least give you ideas.

[+Shikaka]

Thank you for the replies, we have looked at Connect Wise and hadnt heard of Labtech before so im gonna take a look at that

Maybe ill give Spiceworks another look, it just seems overly complicated and abit messy? or am i just being picky?

[Simon-]

I have a question too, can Spice works be used for external clients or is it more a tool to be used by the help desk internally in an organisation's network?

[richardsim7]

Kayako!

[Sulphy]

Spiceworks is awesome..! its not that hard to get into the real nitty gritty of it, and the support community is just brilliant! Once you do get your head around it all, its pretty darn powerful!

[+sc302]

Spiceworks is not designed for multiple clients/customers. It is really designed for an single business. There is no crm that can separate tickets by business then by user or machine.

From what I remember of kayako (it has been years since I used it/implemented it) it does not either, it was a simple helpdesk ticketing and knowledge base system.

I strongly recommend a crm product, these products will do multiple clients, have tickets for those clients, you can generate reports from said clients, even have a knowledge base just for your individual clients. Do the demo for connectwise to see what a crm can do for you, I use it to manage my clients, create tickets for them, put time against their contracts, etc. There are lots of crm's. Some free, some not so much....connectwise is very far from free.

[TheReasonIFailed]

Check out Web Helpdesk, I've used it at several clients and it's great! It's free as well!

[neufuse]

http://www.smarterto...k-software.aspx

[jwil1]

ManageEngine ServiceDesk Plus is good... and also does asset tracking. Very reasonably priced and I think there is a free version too.

[alexjbeckett]

I will also vouch for Labtech, brilliant piece of software i have used it at 2 medium sized companies now

[davy141]

Try iTop - it's got ITIL and is free :-)

http://www.combodo.com/-Overview-.html