Help Desk Software

Posted on 2009-04-29
Last Modified: 2012-05-06
I am ltrying to find a helpdesk software.
What I need it to do is
1)when a user sends an email say to "helpdesk" from outlook, the helpdesk software grabs the email  or has the email assinged to it and assigns it a ticket # and displays it onthe dashboard.
(it will pre-populate field from the email with Date, Time, User, SUbject Body etc...) We use exchange
2) look at LDAP
3) Asset Management
4) Support service aggreement renwal and will notify say a month ahead by email to someone of the impending action needed.
5) ideally 2-5 technician can access at the same time.
6) web based
7) report module i.e. to identiy  training of users that ask for help many times, time for resolution, ... etc.....
8) may be out there but has a blackberry componenet ( we have a BES onsite)
9) IP and username/password security
10)  Microsoft SQL based.
11) other toys which may be usefull

Thanks in advance.  
Question by:booboo613
    LVL 4

    Accepted Solution

    Try:  ServiceDesk Plus 7.5.
    It hits on everyone of your needs list.  Also, they have a 30 fully functional trial, non time bombed limited use version for extended evaluation.  Best part, their software is really accessible:  helpdesk tickets can be generated from a web url, outlook integrated toolbar, an email sent to a pre-defined address, or manually entered by a technician.  They also have different packages for various organizational size, ranging in price from $500.00 - 3000.00.

    LVL 32

    Expert Comment

    by:Kamran Arshad

    Have a look at the below solutions;

    Spiceworks      Open-Source
    GLPI      Open-Source
    Domain Technologie Control      Open-Source
    Global Network Inventory      Propriety
    Autotask      Propriety
    AdRem Inventory      Propriety
    Alloy      Propriety
    Assyst      Propriety
    DEKSI Network Inventory      Propriety
    Dude      Propriety
    SysAID      Propriety

    Have you tried Spiceworks?

    Author Closing Comment

    I have my work cut out for me..
    After looking at all of them.  I found this solution is amazing.
    Thanks guys,  

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