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Channel: Discussion on What your help desk needs to do, Part 2
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You nailed it!

Jay, you nailed it. And, reporting, timely reporting, is the bread and butter and the pie. Reporting starts in the trenches, gets seen at the top of the organization and triggers activity, mostly good...

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Helpdesk software suggestions?

Great article. I recently started a new job with no help desk software. Well, they had Track-it 5, but it had never been used. It is one thing I wnt ot implement. I'm considering developing my own,...

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Don't just try it... Buy it.

I recently entered into the same situation that you describe above.I was coming from a HelpSTAR environment, and have even used ManageEngine in the past, but Illient's SysAid software is truly worth...

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Open Source Help Desk

I found this list while I was researching the post:http://www.opensourcehelpdesklist.com/It lists a ton of open source help desk applications.

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I can tell you the company I work for makes pretty good stuff

It's not open source, but we have some good products.HEAT is a service desk tool that's really for the smaller helpdesksITSM is an ITIL based tool that does everything from ITIL ITSM, to SAM (via...

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Ratings and experiences

I have used IRM in the past and found it lacking. I switched over to GLPI about 2 years ago. It is open source and web based and written in php/mysql.The good:It has ticketing and asset management...

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Bad idea to develop another home brew

For the money that you'll spend in time, software and learning, it's such a false economy that I'm surprised that people still consider it. Think about it.How long would it take to develop something...

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RE: What your help desk needs to do, Part 2

For over ten years we used our own in house tool developed in Lotus Notes/Domino. It was great in that most of the requirements were already built into the system, i.e. email, calendaring, workflow...

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Spiceworks!

Its an all in one Inventory/Network Scanning/Ticketing/Helpdesk Solution, and its free! I used to use Track-it but it was too expensive and cumbersome to deal with. Integrates with Active Directory as...

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HEAT is not BMC, it's FrontRange Solutions

And it's not THAT expensive...On that note, ITSM (FrontRange's ITIL product) is pretty spiffy and I quite like it and the work flow engine.**I work for FrontRange Solutions

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A plug for OTRS

We use OTRS for the last 2 years for a team of 12 people in multiple cities across Australia. Now, we can not live without it. It has all the functionality in Issue Management, including reminder,...

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Or FrontRange*

We have the Enteo product line (config mgmt and software mgmt), the Centennial product line (asset mgmnt), and the Service Desk line (HEAT or ITSM). We are a better solution for small or midsized...

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Reports and dashboards - quickly !

I have worked with help desk systems as a user and vendor, I now work for a company that specializes in a dashboard that plugs into these tools (help desk, Asst Mgt, PBX, CMDB...). The fact that most...

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Task Management System

Does anyone know of a task management system that would escalate an issue if it hasn't been resolved by a certain time sending an email would be very helpful. I looked at some of the opensource...

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ITSM (not FLOSS) will do that for you

In ITSM you are able to assign tasks to users or teams, use SLAs or just simple resolutions timers, and send email via Outlook integration or send notifications via the ITSM server connecting to your...

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At last employer...

...I was a project lead, looking to build up a call center. Two of the key technologies I chose for use to work with were the FrontRange Voice/IVR system and HEAT (selected over BMC SDE, RightNow and...

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Task Manager

We used @Task in a previous company. That was a few years ago and they had a great product. They are still around and expanded into project management software. They were a little expensive in 2003,...

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BridgeTrak

I can highly recommend you Bridgetrak (www.helpdesksoftware.com) that includes quite powerful ticket tracking and issue management abilities such as a web interface for submitting issues and viewing...

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OTRS::ITSM 2.0 presented @ Pink Elephant and CeBit

Hi,just to spread the good news:All New ITIL V3-compliant Change Management Module debuts at Pink Elephant IT Service Management Conference & Expo OTRS::ITSM 2.0 first open source software to track...

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