Helpdesk Software

We are looking to implement a new helpdesk software in our company.  The features we are looking for are:

- LDAP sync of users
- Custom categories of problems
- knowledge base
- separation of levels (level 1,2,3 support)
- email reminders and status updates

- possibly asset & project management tracking as well.

we've been browsing around the web to find one, and would like other opinions out there about the various software.

thank you.
Who is Participating?
Joseph DalyConnect With a Mentor Commented:
We are running Numara Track-IT and it works pretty well for us. It has all of the options that you mentioned above and more such as a purchasing and inventory module. Trackit is pretty configurable as well so you can tweak it as little or as much as you want to fit your needs.

A few other nice options in trackit are the ability to have emails create a ticket. So you can have users email or some other email address and it will automatically create the ticket.

Trackit also has ticket priorities and escalation measures so if a ticket is sitting for too long it can be bumped up to another level, manager, or other custom person.
Sikhumbuzo NtsadaConnect With a Mentor Senior IT TechnicianCommented:
I tested "Sysaid Enterprise Version"" it came up top but pricey.
Aaron TomoskyConnect With a Mentor Technology ConsultantCommented:
Spiceworks is free and pretty awesome. I don't think it has a knowledge base or project management built in. I'm not sure those really belong in the same software anyway.
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Fadi SODAH (aka madunix)Connect With a Mentor Chief Information Security Officer, CISA, CISSP, CFR, ICATE, MCSE, CCNA, CCNP and CCIPCommented:
We use in multiple locations RT and SpWorks, check also others
Domain Technologie Control      
PC Inventory Advisor    
IT Asset Management      
NEWT Professionals    
Network Inventory Monitor      
Desk Center      
Network inventory Explorer      
Network Asset Tracker      
EMCO Network Inventory      
ADMLINK Network Inventory      
Total Network Inventory      
E-Z Audit      
ServiceDesk Plus      
Global Network Inventory      
AdRem Inventory      
DEKSI Network Inventory     
Belarc Advisor      
Steel Inventory    
We have been using Kayako Resolve for over a year now and its great.
Easy to use, email based support ticket tracking.
I trialled about 6 other helpdesk systems before deciding on Kayako, you should trial it to see if you like it.

LDAP sync of users - Yes it can do this
Custom categories of problems - not sure what you mean by this?
knowledge base - yes
separation of levels (level 1,2,3 support) - yes
email reminders and status updates - yes
possibly asset & project management tracking as well. - no, I dont think it can do this but we have a separate "department" setup called "Projects" that we use for tracking projects but its pretty basic.
lanzoneAuthor Commented:
thanks everyone.  i'll look into this and accept solutions in a little bit.
big_daddy0690Connect With a Mentor Commented:
Help Desk Authority by ScriptLogic is a good solution for a small businesses. It integrates nicely with several of their other products as well.
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