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Helpdesk for IT Consulting firm

I'm trying to track down a solid helpdesk for an IT consulting firm. We currently use Kayako and are fairly happy with it, but we are hoping to find something more geared toward external clients or companies instead of internal users and departments like most do.

Additionally it would be terrific if we could incorporate some asset management, so we can keep track of assets on a company by company basis.

All that said we are not looking for something huge and expensive. Kayako is fairly cheap and powerful and pretty easy to manage. Something like that would be great, geared toward the external clients.
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willp2
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willp2
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6 Solutions
 
marcokrecicCommented:
I use Altiris Service Desk, now Symantec Service Desk.

I have try CA Service Desk but is not simple to configure and difficult to use.
I have try PAT HDA, it respond to all but is a very old conception software with security issues.

Altiris/Symantec is developed in Microsoft .NET, use SQL server and the security is not an issue.
Is a native web application, not client-server app.

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Lee W, MVPTechnology and Business Process AdvisorCommented:
I would avoid anything symantec if at all possible.  Whatever they have that works should be ruined shortly (the latest debacle - their programmers couldn't figure out how to handle the year 2010 for their antivirus products).  Not to mention that they just pulled Sharepoint support from BackupExec without doing anything to make it obvious.

As for other products, I'm a member of a user group (really a consultant group) here in NYC and we covered this topic at one of our meetings.  The consensus was to use a major player that does FAR  more than just ticketing.  Companies like GFI (GFI Max) and/or Kasaya and/or Zenith (among others).  They don't actually seem to be all THAT expensive - but it can depend on how you use them.
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willp2Author Commented:
I agree about Symantec.

We are looking  at this as a value add, so something like Kaseya is too pricey for now. I haven't worked with either Zenith or GFI's offerings, I'll have a look.

Anyone have any comments about Spiceworks?
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marcokrecicCommented:
Try Altiris Service Desk 6.5 (Entirely developed from Altiris), is a Symantec Free Software, is supported and not an end-of-life product.
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Lee W, MVPTechnology and Business Process AdvisorCommented:
It's been a LONG time since I tried SpiceWorks - my last impression was that the advertising was too annoying and I didn't find it overall good enough to pay for.  In my opinion, the biggest problem with most of the product (as opposed to service) offerings is that they are really designed for ONE environment/network, not MULTIPLE networks that a consultant would need/want.
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Vito_CorleoneCommented:
I've used Best Practicals RT system in the past, it's free and very good.

http://bestpractical.com/rt/
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willp2Author Commented:
Spiceworks "apparently" now allows you to collect data from multiple locations and feed it back to a central monitoring station. I agree with the comments about internally focused helpdesks vs systems that are designed for multiple exteranl organizations. There are tons of helpdesks out there and only a very few let you deal with exteral organizations. And so far of the ones that do, there are other things I don't like about them.
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Lee W, MVPTechnology and Business Process AdvisorCommented:
The problem (and this was expressed in the user group meeting I mentioned before) is that most product don't work around your business, most products require you to work your business around them.  Which leaves a customized program that would cost you thousands in development - OR take you YEARS to perfect (if you were the programmer).
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willp2Author Commented:
Still looking into this if there is anymore feedback. The Kasaya type option is going to be too pricey for me unfortunatly.

I'll take another look at Service Desk. Used it in the past and wasn't crazy about it, but I'll have a fresh look.

Thanks
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