Anyone Recommend Helpdesk ticket systems they have used in the past?
Posted on 2011-02-24
We are a medium sized accounting firm that is using an older version of Track-IT. I was wondering if anyone out there can recommend any helpdesk software that they thought was especially great and was pretty feature rich. Here are some of the features we've brainstormed that we'd like to see.
The one major feature we were hoping to gain is a better/easier to use inventory management piece built in to the software. I’m not sure why we never actually used TrackIT inventory features before, but it’s not terribly easy to navigate from the little bit I’ve played with it.
As far as the inventory goes we would probably need the ability to query by warranty date, and it would be nice to have the ability to consolidate our network printer and service request information in to that database as well.
-Also, for inventory it is useful to be able to track retired equipment and such.
The guys have mentioned they would like for users to be able to attach screen shot images.
Possibly remote control software built in right in to the helpdesk software. (Multiple monitor capable)
Remote file transfer between user and technicians.
We don’t like how tickets are locked read-only when another helpdesk technician is accessing a ticket.
It would be nice if we could communicate with each other through the helpdesk software (a chat feature.)
Email integration emails to from user automatically appended to the tickets.
Ticket reporting by category/Time/User ect. that is easy to use, not based on crystal reports.
The ability to choose multiple categories for a single ticket.
It would be nice if it had some sort of project management component built in to it, but I’m not necessarily seeing anything mentioned about that sort of thing in the features list.