Help Desk/Ticket System

[SaltLife]

Hey guys, wondering if any of you out there can recommend a nice ticket system for a (small, very small) Help desk/PC repair company.

They may have to settle for a word/excel template and store the information in an access database but I really didn't want to have to go thro all of that lol...

No real requirements as far as OS go they have it all windows/mac/linux.

[+BudMan MVC]

Take a look at spiceworks

http://www.spiceworks.com/

Great little everything for a small company - and you can not beat the price ;) FREE!

[xendrome]

http://osticket.com/

http://osticket.com/tour/

Works great.

[Cupcakes]

• Kayako - $
  
• Trellis Desk - F *
  
• WHMCS - $
  
• Jutdah Helpdesk - F
  
• RT Request Tracker - F
  

* Best open source option I've ever had the pleasure of using

[goretsky Supervisor]

Hello,

Two more to consider: OTRS and Redmine. The latter may not be exactly what you are looking for, but should be customizable.

Regards,

Aryeh Goretsky

[SaltLife]

Wow, some really great options here. I'm going to take a look at each of these and decide. I'll respond back in a few...

[sc302 Veteran]

spiceworks is good and free, but slow. what are you looking to do, just ticketing? or are you doing billing and ticketing? Do you need a CRM product? Tigerpaw, connectwise, even ACT all offer CRM at a price. CRM=Customer Relationship Manager, it can keep an ongoing inventory of a customer, can alert you when products are expiring (easy revenue gainer if you resell products like av and subscriptions or maintenance, or let you know when products become outdated), can keep track of your employees and finances. Really the sky is the limit with most CRM products. Connectwise is probably the easiest to implement for solutions providers, tigerpaw is a clean slate and needs to be completely customized to your business. ACT is more in between.

But for just ticketing, most solutions here will work. Hell there is HEAT as well as Track IT as well.

[ceminess]

Another vote for spiceworks here (Y)

[intrinity1]

+1 for Spiceworks. Spiceworks is my preference by far. I've used other's and more recently the new Track IT and hate it. Spiceworks is simple and has so many capabilities.

[SaltLife]

spiceworks is good and free, but slow. what are you looking to do, just ticketing? or are you doing billing and ticketing? Do you need a CRM product? Tigerpaw, connectwise, even ACT all offer CRM at a price. CRM=Customer Relationship Manager, it can keep an ongoing inventory of a customer, can alert you when products are expiring (easy revenue gainer if you resell products like av and subscriptions or maintenance, or let you know when products become outdated), can keep track of your employees and finances. Really the sky is the limit with most CRM products. Connectwise is probably the easiest to implement for solutions providers, tigerpaw is a clean slate and needs to be completely customized to your business. ACT is more in between.

But for just ticketing, most solutions here will work. Hell there is HEAT as well as Track IT as well.

I'm looking for something that I can use to keep track of work orders and prioritize development jobs. We already have an invoicing system, but will ultimately want a full blown suite (if we don't develop it in-house). Currently we are offering CMS development packages for small business in the surrounding area and IT Help Desk support for home and soho businesses. Nothing fancy for right now, just something to better organize until we are ready to purchase something on a larger scale. Right now, it makes no sense with our budget constraints (being new and all)

Right now for our ticket/priority list we are using an online free service hosting by another company. But we want to have it in our control. I'm considering going Lotus as I know and understand development in domino (at least for our internal network)

[sc302 Veteran]

What we did was use exchange. The exchange calendar kept track of our appointments and the task list kept track of our tasks. You can do the same in domino.

[SaltLife]

What we did was use exchange. The exchange calendar kept track of our appointments and the task list kept track of our tasks. You can do the same in domino.

Oh I know.. Domino actually has some really decent open source packages in place that provide all of this functionality. I just requested a quote to see what the damage would be on licensing for our needs.

I'm still going to take a look at the ACT as well, bc honestly, I really don't 'need' everything that domino will provide. It's just what I know.

[+BudMan MVC]

^ sure it is you one post wonder ;) You join neowin and only thing you can find to post on is a link to some helpdesk software.. :rolleyes:

[Midge]

http://www.hesk.com/

i use it at work, cant fault it

[MarkusDarkus]

Another vote for Spiceworks. It's not perfect but it leaves the others way in it's dust with it's useful features!

I forgot to mention it's Free also!

[briangw]

I've been running and testing HelpStar. We are a company of 2500 and the price and options are great. Plus, they practically install it for you and work with you after the install, helping you to create business rules, user defined fields, and the general configuration of it.

[Ronnie Ricks]

We?ve recently started using FocalScope and we?re quite small (7 people). The system has some innovative features as far as ticketing and reporting goes. The document center is an office favourite as users can access their work from home, without having to carry it on virus prone flash drives. Check them out on www.focalscope.com

[wrack]

+1 for Kayako but not free.

[theITguru]

Take a look at Revelation Helpdesk (www.revelationhelpdesk.com) - they have a free version (called CORE i think?) which is in the cloud. The app is web based so platform is not an option. I know they have an install version of the full product as well. Anyway - it's really clean and easy to use and they'll support you even if you're only on the free version.

[+BudMan MVC]

^ I smell

:spam:

[Samurai-HQ]

+1 for Kayako. Excellent piece of software but it does cost a bit which is offputting.

Thankfully it's threads like these that point out others, so I'll be looking into Spiceworks as well. Cheers for the recommendations.