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7.4

Need suggestion for good helpdesk Software

Asked by Ycore in Miscellaneous

Tags: helpdesk, recommend

Our support department is currently looking for a good helpdesk application to better handle our workload and user demands.  There seems to be sooo much out there, and I can't find a good solid review or comparison between all the vendor products.  Perhaps someone here can make a recommendation based on personal experience.

What we Want:
1) Web based interface at the client level.  Users should be able to make requests using a browser, and not an installed client
2) Client interface should be easy to use, and require little to no training in order to get users' to take advantage of it.
3) It should be customizable so that we can tailor fields of input
4) It should have good reporting and auto-escalation
5) users should be able to check on the status of their ticket
6) tickets should be auto routed to admins based upon the problem type
7) integration into exchange server or use of the e-mail system would be nice

What we don't need/want:
1) Audit/inventory management.  We already have an application that does this, and we don't want to spend extra on a redundant application
2) Any form of client that must be installed on the users' pc

Thanks,

Jason
 
[+][-]07/15/03 08:42 PM, ID: 8930805Accepted Solution

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About this solution

Zone: Miscellaneous
Tags: helpdesk, recommend
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Solution Provided By: Skack
Participating Experts: 6
Solution Grade: A
 
[+][-]07/16/03 05:35 AM, ID: 8933560Assisted Solution

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[+][-]07/16/03 06:27 AM, ID: 8934029Assisted Solution

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[+][-]08/09/03 04:22 PM, ID: 9115443Assisted Solution

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[+][-]02/07/04 01:35 PM, ID: 10300070Expert Comment

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[+][-]02/11/04 04:59 PM, ID: 10338066Administrative Comment

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[+][-]03/09/04 12:41 PM, ID: 10554419Expert Comment

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