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Helpdesk ticketing system

We are growing and looking into how to less some stress on tickets.  Currently all clients (90%) email. And one tech tracking emails in outook.  He needs to make sure shoot the response back in 15min.
What would be a better solution that logs emails into some ticketing system where easier to track and respond to client?
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Tiras25
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Tiras25
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5 Solutions
 
mcrosslandCommented:
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Hutch_77Commented:
An open source solution is GLPI, I am still playing with it, but so far getting it going has been fairly good.  
There are lots of options out there if you are willing to pay, just depends on your needs.  
Here is a list of open source solutions
http://www.opensourcehelpdesklist.com/

There is another one out there, but I cannot remember the name of it, its fairly large open source solution and has a helpdesk and basic hardware tracking and monitoring solution built in.
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lamaslanyCommented:
You might want to take a look at Spiceworks too.  If you are just after a ticketing system you might want to ignore most of the functionality...
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Hutch_77Commented:
Spiceworks was the one I was looking for.  Thx lamaslany
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Tiras25Author Commented:
I wonder how to automate the emails, logged then into the ticketing system automatically and tack it there.  Is there a way.  Currently clients know an emails address only.
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Hutch_77Commented:
Yes a lot of them can check emails and then respond immediately with a default email.
Like if you sent to helpdesk@domain.com it would check it and then build a ticket form it.  
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lamaslanyCommented:
Automate what exactly?  Do you mean automate the conversion of an email to a ticket?  And what do you mean by 'tack it'?

I know this may seem pedantic but better we ask than to assume...
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Tiras25Author Commented:
Okay then if we also reply from helpdesk@domain.com    We do that so the client replies back to helpdesk@domain.com and not the individual person.  
Will it create another "fake" ticket if we use it internally?  Or if we communicate with a client and he/she shoots email back with response.. that will be another ticket..
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lamaslanyCommented:
No; if the third-party maintains the subject header it will append their reply to the existing ticket rather than raising a new one.
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Tiras25Author Commented:
Got it.  Interesting....
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Tiras25Author Commented:
Does it have the ability to send the reply back to the client?  Saying thnaks for receiving your request we will get back to you soon.  Thanks.
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Hutch_77Commented:
Yes that can be setup in pretty much every ticketing solution I have played with.
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Tiras25Author Commented:
Which one would be most affordable?  We are very small.
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Hutch_77Commented:
All of these are open source and would be free. you just have to spend more time designing them how you want.

Spiceworks is a good windows based solution, but there are adds unless you pay for the service.

GLPI and the other Linux options are going to take more to install, but you will have more configuration options.
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Tiras25Author Commented:
What are the other ones that can generate a bill? I am looking into ConnectWise, and Autotask.  
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Tiras25Author Commented:
Thanks.
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