Help Desk Software

[thor2077]

I work for a smallish sized help desk (about 100 opened tickets a month) and am in need of some advice. We are currenty running Numera Track-It! 8.5 but are not excatly please with the way its going. I would like to know what recomendations people might have for a replacement for us. please dont feel you need to limit your recomendations to the wonderful world of free software, as we are willing to invest some in a ticket tracking solution.

if you have any advise or exsperiences please let me know, i am all ears.

 

[K007]

TS Man (i am using it) www.blanchesoft.com
CommitCRM www.commitcrm.com
WorkTracer this one is simple flat file database not free though http://www.grensoft.com/WorkTracer/index.htm

 

[ProTech Support]

For helpdesks of this size I use Polar Help Desk. It is opensource, no ad's, etc..

In cases where the end-users will be submitting tickets, I set it up in e-mail mode. It basically allows an EU to e-mail a specified address (I use helpdesk@domain.com), which will register the issue and convert it to a ticket.

It comes with all the normal features such as, tiered levels, reports, ticket templates, knowledge base. The only thing it does not have is asset tracking.

Link

 

[thor2077]

Thanks everyone, this information is wounderful!

 

[Mrtekkieman]

Hi,
Did you decide what help desk software to go for. WE are also looking for software that we can use for logging support issues. Ideally it should track all issues reported under one SLA account. Did you find anything that would be worth mentioning.

Cheers

 

[dhrandy]

I use OS Ticket. So far it has worked great.

 

[greggh]

For helpdesks of this size I use Polar Help Desk. It is opensource, no ad's, etc..

In cases where the end-users will be submitting tickets, I set it up in e-mail mode. It basically allows an EU to e-mail a specified address (I use helpdesk@domain.com), which will register the issue and convert it to a ticket.

It comes with all the normal features such as, tiered levels, reports, ticket templates, knowledge base. The only thing it does not have is asset tracking.

Link

Really good suggestion. I hadnt checked that out one yet. I am going to have to give it a try.