Best HelpDesk Solution for Medium Sized Company

Posted on 2011-04-27
Last Modified: 2012-05-11
We are a mid-sized company looking to replace our existing help desk system with something with a more robust feature-set.  We have a small but important feature set we're looking for:
-  Robust out of box reporting capabilities
-  End user self-service options (knowledge base look-up, password reset (nice to have), etc.)
-  End users to submit tickets via simple web interface
-  Web interface for end-users to have easily customizable forms to correctly route tickets
-  AD integration

-  Our existing helpdesk solution is HelpStar
-  We have about 1100 computers in hundreds of locations
-  We currently have a dozen support reps for various disciplines (application (5), desktop (3), network(1), other (3))

The Gartner recommendations are for large organizations deep into ITIL and Six-Sigma.  We aren't there yet.  Other expert-exchange solutions seem to be targeted at the small company.  We're somewhere in the middle and struggling to find an intuitive, easy to use, but robust solution.  I don't believe open-source or free solutions fit our business needs.


Question by:linesplice

    Expert Comment


    Might want to check out out I am currently testing and its free

    LVL 23

    Accepted Solution

    The Service-Now product is slowly taking over with such Help Desk processes in the mid-to-large level law firms I've seen over the past couple of years. Very robust product that does just about all you listed and more.

    Author Comment

    Spiceworks has issues when working with around 1000 desktops.  We've tried it and the performance was too slow.

    Assisted Solution

    We use WebHelpDesk. Great for a ticketing solution, and can play nicely with other inventory/client management tools. AD integration is seamless.
    LVL 2

    Assisted Solution

    I can suggest OTRS and Redmine
    LVL 1

    Assisted Solution

    We used to use Manage Engine before moving to HP Service Manager.

    I think it's a good solution for mid-sized organizations.

    Author Closing Comment

    Thanks for the suggestions.

    Write Comment

    Please enter a first name

    Please enter a last name

    We will never share this with anyone.

    Featured Post

    Enabling OSINT in Activity Based Intelligence

    Activity based intelligence (ABI) requires access to all available sources of data. Recorded Future allows analysts to observe structured data on the open, deep, and dark web.

    This article covers general Notes 8.5 troubleshooting information including recreating the Notes\Data folder.
    A high-level exploration of how our ever-increasing access to information has changed the way we do our jobs.
    This video will demonstrate how to find the puppet warp tool from the edit menu and where to put the points to edit.
    After watching the Introduction to GIMP this tutorial will show you additional tools to use in GIMP.

    761 members asked questions and received personalized solutions in the past 7 days.

    Join the community of 500,000 technology professionals and ask your questions.

    Join & Ask a Question

    Need Help in Real-Time?

    Connect with top rated Experts

    8 Experts available now in Live!

    Get 1:1 Help Now