none
Helpdesk / Ticketing Software

    Question

  • Hi All,

    I just got hired on at a company that is at 100 people growing at about 10 new people per week. We now have 2 in the IT department and we are becoming insanely disorganized. All of our requests come in via email or in person, we do not use telephones. I am wondering if anyone has had good experience with a small or customizable ticketing software? I checked out Frontrane Solutions: Heat, but wasn't very impressed.

    Please let me know what you use and what you like about it!

    Thanks!
    Wednesday, August 05, 2009 8:19 PM

Answers

  • Hello SomeDudePPF,

    I would highly recommend SpiceWorks (Free of charge),  it has a ticketing system integrated with a lot more cool sysadmin features, such as inventory tracking (software/hardware/etc). 


    Regards,

    Jordan

    Monday, October 26, 2009 8:41 PM
  • Hi,

    A god and well organized ticketing software is always expensive and takes time to learn how to use it. In a lot of cases it can be a bigger problem than solving the Help Desk problems. It may be too demanding or it may need a lot of time to fulfill the incident info in the DB of the software.

    What I would recommend is going step by step and in that case you can see what fit's you best and then takes the necessary steps to implement it.

    For start check the Office Template for tracking Calls.... you can modify it so it can fit your needs better but it is also nice out of the box solution which will at least identify your bottlenecks and / or weak spots. 

    http://office.microsoft.com/en-us/templates/TC102068791033.aspx?CategoryID=CT101428241033

    Best....
    Friday, August 07, 2009 8:23 AM
  • We use a great product called 'Sharepoint' that took all of about 5 minutes to setup an issue tracking list, play around with it for another 10 minutes to make it stupid proof and customize a few views

    ;)
    Monday, February 22, 2010 5:33 AM
  • Autotask.  Typically used by Managed Service Providers, it's affordable enough to be used by any IT department.  Small monthly fees and robust enough to do everything you could ever want it to do.

    I've used a lot of helpdesk software in my 12 years supporting organizations.  Even created my own in Access.  Autotask by far is your best option.

    Friday, July 16, 2010 2:44 PM
  • Hello,

    for a small one i suggest to create your own Access database for your special needs. We have used one in the past and that was really enough, even with 300 people. (Unfortunal i don't have it anymore)

    We used just small infos about names, offices, telephone, email, problem description field, call numbering and solution. Of course you can also add fields for serial numbers hardware descriptions etc. etc.
    Best regards Meinolf Weber Disclaimer: This posting is provided "AS IS" with no warranties, and confers no rights.
    Friday, August 07, 2009 8:19 AM
  • I actually really like Numara's TrackIt product: http://www.numarasoftware.com/   Heat, Remedy, and ServiceDesk always struck me as having too much overhead for the function they performed.

    Then again, there's a beta out for Microsoft System Center Service Manager, but it's for Win2008 X64 only... http://www.microsoft.com/systemcenter/en/us/service-manager.aspx
    www.operatingquadrant.com
    Sunday, August 23, 2009 4:28 PM
  • We use a product called Alloy Navigator.  It has a few issues and a few limitations, but overall it does the job.  Provides for tickets in the following categories:  Incidents, Problems, Change Requests, Work Orders, and Projects.  You can build out a knowledge base, and there is a web portal for your users to submit tickets, check status, and browse the KB.  Also provides a place to store info on your service offerings and SLAs.  Does active asset management (hardware/software inventory), we have it setup to inventory each time someone logs in.  Will also let you track software licenses and purchase orders.  The reporting system requires you to purchase a crystal reports module from them, but then you can generate a lot of different reports.

    My biggest wish would be a better equipment checkout system.

    http://www.alloy-software.com/a5/

    Doug Evans
    IT Manager
    Association of Washington Cities
    Thursday, September 24, 2009 7:01 PM
  • We used a great web based service that was very scalable for our company size.  We were the same size as you and very successfully used a service called Parature.  http://www.parature.net/

    Excellent support and the product was flexible enough to allow us to use it for both internal IT Ticketing and for external clients that we support.  

    Hope that helps -
    Bill
    Friday, October 16, 2009 2:51 PM
  • I would advice you to take a look at http://www.mantisbt.org/. This is a free Ticketing Software. Please don't forget to mark this as an answer.
    Wednesday, December 02, 2009 4:22 PM
  • Greetings!!

    We would recommend Vision Helpdesk - it;s perfect solution to manage your business.

    Vision Helpdesk can be used for managing one or more companies support at one place.

    We are using Vision Helpdesk to manage our three companies at one place and it just works great.



    Wednesday, December 23, 2009 6:46 AM
  • Hi,

    based on my experiences, it is never good idea to choose solution before you know what is important for your business...

    Therefore I would recommend you will have a look at SysAid Helpdesk software (free) or Mantis (free).  Once you know which features are important for you, it is pretty easy to choose from wide range of commercial products (and maybe you will realize that you don't even need it).

    Also an option would be to use web-based helpdesk system - my personal favorite is Unfuddle.

    Martin
    Wednesday, March 10, 2010 9:33 PM
  • I can recommend you this ticketing software solutions from Toptix. Has anyone else tried this system ?
    Thursday, May 27, 2010 2:07 PM
  • have you thought about moving to a managed service platform, this will help you in every way possible regarding being organized.  most Manged services include there own ticketing system.  send me your email if you are interested in more info.. to much to type !!
    Wednesday, August 19, 2009 3:10 PM

  • Hello there,
    We had same problem too as you mentioned. The first we've used excel as our worklog program. But then we saw that keeping all around us different kind of spreadsheet also brings to disorganisation again.
    Recently we've tested different helpdesk software, most of them already mentioned on this form but I think for small organization best will be webhelpdesk for you.
    You can download free version of that software from this link http://www.webhelpdesk.com/
    I highly recommend it to you.

    Thursday, March 18, 2010 6:05 PM
  • Hi,

    Tried windows sharepoint 3.0 services. Click on link http://technet.microsoft.com/en-us/library/cc288005.aspx to know the installation part.

    I am using this services from last 3 years for different IT aspects like, online asset management, Online Helpdesk calls, Online IT Request forms. This is free web part application provided by Microsoft where you can custmise the same.

     

    Also you can try this link http://www.spiceworks.com/ to evaluate your requirement. This is also free application.

     

    Regards

     

    Santosh Jadhav.

     

    Tuesday, May 11, 2010 1:13 PM
  • LawFirmIT,

    I used to be service desk manager and have implemented multiple service desks.  Numara Software's Track-IT is an application that I would recommend for small to medium sized operations.   It's relatively inexpensive, very easy to implement, and has great tracking and reporting features.

    You'll get all the features that you'd expect from a Helpdesk package, and the communication and orginization that is needed to properly run a Helpdesk.  Web access, self service, reporting, root cause analysis, inventory, purchasing or budget tracking, contacts, email, etc...  I highly recommend it.

    If your organization has SharePoint (and if you don't have a budget to buy new software), and you have an Admin or Dev that can work with you, I would then recommend using SharePoint to setup a solution tailored to your needs. 

    Best regards,

    Jonathan

    SharePoint Architect

    Wednesday, May 19, 2010 8:41 PM
  • You might want to take a look at Sharepoint. http://technet.microsoft.com/en-us/windowsserver/sharepoint/bb407286.aspx

     

    Thursday, May 20, 2010 2:42 AM

All replies

  • Hello,

    for a small one i suggest to create your own Access database for your special needs. We have used one in the past and that was really enough, even with 300 people. (Unfortunal i don't have it anymore)

    We used just small infos about names, offices, telephone, email, problem description field, call numbering and solution. Of course you can also add fields for serial numbers hardware descriptions etc. etc.
    Best regards Meinolf Weber Disclaimer: This posting is provided "AS IS" with no warranties, and confers no rights.
    Friday, August 07, 2009 8:19 AM
  • Hi,

    A god and well organized ticketing software is always expensive and takes time to learn how to use it. In a lot of cases it can be a bigger problem than solving the Help Desk problems. It may be too demanding or it may need a lot of time to fulfill the incident info in the DB of the software.

    What I would recommend is going step by step and in that case you can see what fit's you best and then takes the necessary steps to implement it.

    For start check the Office Template for tracking Calls.... you can modify it so it can fit your needs better but it is also nice out of the box solution which will at least identify your bottlenecks and / or weak spots. 

    http://office.microsoft.com/en-us/templates/TC102068791033.aspx?CategoryID=CT101428241033

    Best....
    Friday, August 07, 2009 8:23 AM
  • have you thought about moving to a managed service platform, this will help you in every way possible regarding being organized.  most Manged services include there own ticketing system.  send me your email if you are interested in more info.. to much to type !!
    Wednesday, August 19, 2009 3:10 PM
  • I actually really like Numara's TrackIt product: http://www.numarasoftware.com/   Heat, Remedy, and ServiceDesk always struck me as having too much overhead for the function they performed.

    Then again, there's a beta out for Microsoft System Center Service Manager, but it's for Win2008 X64 only... http://www.microsoft.com/systemcenter/en/us/service-manager.aspx
    www.operatingquadrant.com
    Sunday, August 23, 2009 4:28 PM
  • We use a product called Alloy Navigator.  It has a few issues and a few limitations, but overall it does the job.  Provides for tickets in the following categories:  Incidents, Problems, Change Requests, Work Orders, and Projects.  You can build out a knowledge base, and there is a web portal for your users to submit tickets, check status, and browse the KB.  Also provides a place to store info on your service offerings and SLAs.  Does active asset management (hardware/software inventory), we have it setup to inventory each time someone logs in.  Will also let you track software licenses and purchase orders.  The reporting system requires you to purchase a crystal reports module from them, but then you can generate a lot of different reports.

    My biggest wish would be a better equipment checkout system.

    http://www.alloy-software.com/a5/

    Doug Evans
    IT Manager
    Association of Washington Cities
    Thursday, September 24, 2009 7:01 PM
  • Kayako's SupportSuite (www.kayako.com) is a proved software with Ticketing support and Live chat facility. But it is not complaint to standards like ITIL. My suggestion is to start with a tool which is complaint to ITIL is the better choice.
    ManuPhilip
    Thursday, October 15, 2009 10:42 AM
  • We used a great web based service that was very scalable for our company size.  We were the same size as you and very successfully used a service called Parature.  http://www.parature.net/

    Excellent support and the product was flexible enough to allow us to use it for both internal IT Ticketing and for external clients that we support.  

    Hope that helps -
    Bill
    Friday, October 16, 2009 2:51 PM
  • Hello SomeDudePPF,

    I would highly recommend SpiceWorks (Free of charge),  it has a ticketing system integrated with a lot more cool sysadmin features, such as inventory tracking (software/hardware/etc). 


    Regards,

    Jordan

    Monday, October 26, 2009 8:41 PM
  • I guess the free version of SysAid Helpdesk software tools will help you to organize the IT issues.


    iprem
    Tuesday, December 01, 2009 2:21 AM
  • I would advice you to take a look at http://www.mantisbt.org/. This is a free Ticketing Software. Please don't forget to mark this as an answer.
    Wednesday, December 02, 2009 4:22 PM
  • Greetings!!

    We would recommend Vision Helpdesk - it;s perfect solution to manage your business.

    Vision Helpdesk can be used for managing one or more companies support at one place.

    We are using Vision Helpdesk to manage our three companies at one place and it just works great.



    Wednesday, December 23, 2009 6:46 AM
  • We use a great product called 'Sharepoint' that took all of about 5 minutes to setup an issue tracking list, play around with it for another 10 minutes to make it stupid proof and customize a few views

    ;)
    Monday, February 22, 2010 5:33 AM
  • Hi,

    based on my experiences, it is never good idea to choose solution before you know what is important for your business...

    Therefore I would recommend you will have a look at SysAid Helpdesk software (free) or Mantis (free).  Once you know which features are important for you, it is pretty easy to choose from wide range of commercial products (and maybe you will realize that you don't even need it).

    Also an option would be to use web-based helpdesk system - my personal favorite is Unfuddle.

    Martin
    Wednesday, March 10, 2010 9:33 PM

  • Hello there,
    We had same problem too as you mentioned. The first we've used excel as our worklog program. But then we saw that keeping all around us different kind of spreadsheet also brings to disorganisation again.
    Recently we've tested different helpdesk software, most of them already mentioned on this form but I think for small organization best will be webhelpdesk for you.
    You can download free version of that software from this link http://www.webhelpdesk.com/
    I highly recommend it to you.

    Thursday, March 18, 2010 6:05 PM
  • Wow.  Great question in that it illicited so many different responses.  I have the same situation and I just don't have the time to set up a full-fledged system, but I would really like something that could optionally email the user status updates, prioritize problems, track hours spent fixing problems, etc.  I'm afraid I'll run out of space on my arm tracking all the open problems someday (or take a shower by accident before copying my notes down to paper), and I need to avoid forgetting about issues.

    I see 3 people recommended Mantis, and the rest are quite varied.  SomedudePFF, what did you end up going with?  My company is about the same size as yours and I don't want to create extra work tracking issues, but I also want to be able to track every issue that comes in via email automatically, and make sure they are all taken care of someday.


    Thanks.

    Wednesday, May 05, 2010 7:03 PM
  • Hi,

    Tried windows sharepoint 3.0 services. Click on link http://technet.microsoft.com/en-us/library/cc288005.aspx to know the installation part.

    I am using this services from last 3 years for different IT aspects like, online asset management, Online Helpdesk calls, Online IT Request forms. This is free web part application provided by Microsoft where you can custmise the same.

     

    Also you can try this link http://www.spiceworks.com/ to evaluate your requirement. This is also free application.

     

    Regards

     

    Santosh Jadhav.

     

    Tuesday, May 11, 2010 1:13 PM
  • LawFirmIT,

    I used to be service desk manager and have implemented multiple service desks.  Numara Software's Track-IT is an application that I would recommend for small to medium sized operations.   It's relatively inexpensive, very easy to implement, and has great tracking and reporting features.

    You'll get all the features that you'd expect from a Helpdesk package, and the communication and orginization that is needed to properly run a Helpdesk.  Web access, self service, reporting, root cause analysis, inventory, purchasing or budget tracking, contacts, email, etc...  I highly recommend it.

    If your organization has SharePoint (and if you don't have a budget to buy new software), and you have an Admin or Dev that can work with you, I would then recommend using SharePoint to setup a solution tailored to your needs. 

    Best regards,

    Jonathan

    SharePoint Architect

    Wednesday, May 19, 2010 8:41 PM
  • You might want to take a look at Sharepoint. http://technet.microsoft.com/en-us/windowsserver/sharepoint/bb407286.aspx

     

    Thursday, May 20, 2010 2:42 AM
  • I can recommend you this ticketing software solutions from Toptix. Has anyone else tried this system ?
    Thursday, May 27, 2010 2:07 PM
  • Autotask.  Typically used by Managed Service Providers, it's affordable enough to be used by any IT department.  Small monthly fees and robust enough to do everything you could ever want it to do.

    I've used a lot of helpdesk software in my 12 years supporting organizations.  Even created my own in Access.  Autotask by far is your best option.

    Friday, July 16, 2010 2:44 PM
  • We are considering migrating to Microsoft Online Services for Exchange and Sharepoint. Does anyone know if they have this template installed?
     Regards,
    Hank Arnold
    Microsoft MVP
    Windows Server - Directory Services
    http://it.toolbox.com/blogs/personal-pc-assistant/

    On 5/11/2010 9:13 AM, Santosh A. Jadhav wrote:

    Hi,

    Tried windows sharepoint 3.0 services. Click on linkhttp://technet.microsoft.com/en-us/library/cc288005.aspx to know the installation part.

    I am using this services from last 3 years for different IT aspects like, online asset management, Online Helpdesk calls, Online IT Request forms. This is free web part application provided by Microsoft where you can custmise the same.



    Also you can try this linkhttp://www.spiceworks.com/ to evaluate your requirement. This is also free application.



    Regards



    Santosh Jadhav.


    Regards, Hank Arnold (MVP - DS)
    Sunday, July 25, 2010 9:15 AM
  • I agree that Autotask has everything you need. Works well with our organization!!
    Saturday, September 04, 2010 8:38 PM
  • I can recommend you this ticketing software solutions from Toptix. Has anyone else tried this system ?

    This is box-office ticketing software for entertainment venues. It has nothing to do with IT Helpdesk
    Wednesday, March 23, 2011 3:18 PM
  • Just list down all your requirements. Have a look at my blog to have a idea about the list of trouble ticketing softwares available in the market and their features. I recommend to use http://www.manageengine.com/products/service-desk/, since i have been using it for a long time. Hope it helps.
    Thursday, March 31, 2011 8:40 AM
  • Not sure if this thread is still alive - but I will chime in anyways! ;)

     

    Free, Quick and Dirty -- spiceworks

    Full Solution, Hosted -- Kayako

    Full Solution, In House, Fully Integrated to End Users -- SharePoint, Outlook

     

    Regards,

    Alex

     


    *a
    Wednesday, April 06, 2011 1:21 PM
  • I use this Access database.  It works great and I end up being able to run reports, etc.

    http://office.microsoft.com/en-us/templates/issue-database-TC001218693.aspx


    Wednesday, April 06, 2011 5:38 PM
  • Hi All,

    I just got hired on at a company that is at 100 people growing at about 10 new people per week. We now have 2 in the IT department and we are becoming insanely disorganized. All of our requests come in via email or in person, we do not use telephones. I am wondering if anyone has had good experience with a small or customizable ticketing software? I checked out Frontrane Solutions: Heat, but wasn't very impressed.

    Please let me know what you use and what you like about it!

    Thanks!
    Hi there. I use INVgate.com. They have a very comprehensive ticketing system and IT management platforms. Some of their IT and business solutions include software inventory, software metering, advanced report, network discovery, license management, remote desktop, IT financials, end point security, and change management. All these applications have a customizable ticketing system. You can also try them for free.
    Wednesday, May 18, 2011 1:41 AM
  • We are using Vision Helpdesk is just fantastic and make it easy for us to manage multiple companies under one roof.

    We are eagerly waiting for V3 to launch soon.

     

    Monday, May 23, 2011 7:03 AM
  • Hi All,

    I just got hired on at a company that is at 100 people growing at about 10 new people per week. We now have 2 in the IT department and we are becoming insanely disorganized. All of our requests come in via email or in person, we do not use telephones. I am wondering if anyone has had good experience with a small or customizable ticketing software? I checked out Frontrane Solutions: Heat, but wasn't very impressed.

    Please let me know what you use and what you like about it!

    Thanks!

    FocalScope Help desk Ticketing System and Live Chat software is worth a try for your organization. It has a comprehensive ticketing system and has customizable workflow and processes to fit your ticketing needs. You can integrate your SLA’s and have the ticket queue automatically distribute incoming tickets to available agents.

     

    The system also has a comprehensive ticket history log to trace all interactions with customers over tickets & chats. The built-in Jabber chat lets agents communicate quickly on a specific problem for quick resolution, without having to pick up a phone.

     

    The developer API allows FocalScope to integrate with 3<sup>rd</sup> party systems in your ecosystem. It runs on SQL 2005/2008 technology to ensure a stable, fast and expandable solution for your business.

    Thursday, August 18, 2011 1:36 AM
  • Hello,

     

    I use GLPI wich is free . I can scan all computers in the company ( under MAC, WINDOWS and LINUX) . I can use my Active Directory for users and all of them , if they any problem can use the helpdesk with GLPI too. There is a lot of function you can use in this soft. It is easy to install and use .

     

    I use GLPI for a longtime ago and have non pb with it.

     

     

    Tuesday, September 06, 2011 2:59 PM
  • Hi All,

    www.Zendesk.com

     

    Works well.

     


    Keith
    Friday, September 16, 2011 3:17 PM
  • You may want to try out Feature by feature comparison of various help desk softwares in the market. Check it out here.

    FXF Listing of IT Help Desk Softwares

    Friday, February 24, 2012 10:41 AM
  • The ticketing software is equipped with the best customization for the organization. The tool we use helps us in best possible way. You may also try.

    it management software

    Monday, May 21, 2012 10:50 AM
  • sitehelpdesk.com provide a range of helpdesks that run on any Microsoft server under IIS and would give your staff access to log and track their own calls, add events, attachments and pops up relevant FAQ's to reduce their reliance on you guys for the ones you trust them to resolve themselves. The reports will help you justify your existence too! You can download a free trial and even get the source code on purchase (not that you would need it as everything is there ) but shared open source provides comfort that they are on your side and you wont be eating out of their pockets.
    Tuesday, July 02, 2013 8:53 PM
  • Hi

    I'd recommend our ticketing system that fits perfectly and easily integrates with Microsoft platform if you needs this (runs on an IIS server and syncs to your Active Directory). It's based on ASP.NET and you can easily customize the code for your needs. The price for "on-premise" version includes unlimited number of helpdesk-agents (it's a one-time fee).

    Thursday, February 13, 2014 3:25 PM
  • Hello

    Administration tools are important in every job. At my company we use IntegriaIMS. 
    It's an open source tool that permits us to attend several important aspects present at every company.

    - Ticketing / Incident management / Helpdesk.
    - Project management / project tracking
    - CMDB / Inventory.
    - CRM (Customer Management Relationship)
    - Knowledge base and documents.
    - Time and labour tracking.
    You can find more information on it here: http://integriaims.com/Integria/ticketing/en

    Regards
    Ivo

    Friday, March 14, 2014 11:10 AM
  • I would recommend that you set up some sort of Helpdesk software on your intranet.

    In the company i work for we use Jira Helpdesk/Ticketing( https://www.atlassian.com/software/jira/service-desk ), which is integrated with Active Directory, this enables cases to be linked to your user's accounts and you can assign the cases to the IT people that has the corresponding knowledge based on what type of problem it is(Assign network problems to networking dude, assign word problems to the Office expert etc).

    There are of course a lot of free helpdesk software available on the internet, I recommend checking out PHPKode.com and SourceForge.net and testing out a few of them.

    Friday, March 14, 2014 11:15 AM
  • I find there aren't a lot of customer service software that offer everything in one platform.

    You can check out http://satisware.com, a customer service software that's really useful for small companies such as yours that are growing quickly. Helprace is an all-in one software that offers a helpdesk, knowledge base, community and a feedback widget.

    Basically, users can email support or use the community portal to do the same. That user gets notified to finish registration which allows them to become a full-fledged member of the community.

    If they choose not to, the ticket will still be created and appear in the helpdesk regardless.

    Best of all, there's a Rookie plan that's really free - no need to worry about paying monthly fees!

    You can check it in action here: http://support.satisware.com

    Tuesday, July 22, 2014 9:13 AM
  • I find there aren't a lot of customer service software that offer everything in one platform.

    You can check out http://satisware.com, a customer service software that's really useful for small companies such as yours that are growing quickly. Helprace is an all-in one software that offers a helpdesk, knowledge base, community and a feedback widget.

    Basically, users can email support or use the community portal to do the same. That user gets notified to finish registration which allows them to become a full-fledged member of the community.

    If they choose not to, the ticket will still be created and appear in the helpdesk regardless.

    Best of all, there's a Rookie plan that's really free - no need to worry about paying monthly fees!

    You can check it in action here: http://support.satisware.com

    It seems like they've changed their name to Helprace
    Thursday, July 31, 2014 10:28 AM