Help Desk Ticketing System
Hi Everyone,
I would like to implement an Help Desk Ticketing System, to keep track of how many ticket the 4 help desk people close every day and how long it takes for them to perform the job. I am looking for a softeare that also in compatible with outlook and that gives me the possibility to pull put reports.
I would like to find out what are teh 3 most known "Help Desk Ticketing System " in the industry.
I don't know what the cost will be so i can't give you an idea about the budget yet ? my organization counts 150 people and i have 4 help desk people.
thank you in advance
I would like to implement an Help Desk Ticketing System, to keep track of how many ticket the 4 help desk people close every day and how long it takes for them to perform the job. I am looking for a softeare that also in compatible with outlook and that gives me the possibility to pull put reports.
I would like to find out what are teh 3 most known "Help Desk Ticketing System " in the industry.
I don't know what the cost will be so i can't give you an idea about the budget yet ? my organization counts 150 people and i have 4 help desk people.
thank you in advance
ASKER CERTIFIED SOLUTION
membership
This solution is only available to members.
To access this solution, you must be a member of Experts Exchange.
SOLUTION
membership
This solution is only available to members.
To access this solution, you must be a member of Experts Exchange.
SOLUTION
membership
This solution is only available to members.
To access this solution, you must be a member of Experts Exchange.
SOLUTION
membership
This solution is only available to members.
To access this solution, you must be a member of Experts Exchange.
SOLUTION
membership
This solution is only available to members.
To access this solution, you must be a member of Experts Exchange.
@pony10us. I found this and thought it might be helpful since we are in the same situation.
Tracking-it can be a pain ;)
I have used several commercial ones in the past. I have even used the one you are currently using, and have found that SpiceWorks not only fits the bill perfectly for most helpdesk needs, it's constantly being improved to better suit. How many commercial ones do you know of that allow your own plugins to be created to give you functionality that wasn't originally there.
I have found that the commercial ones are great but usually have way to many options and involvement that basic helpdesk doesn't need. Now, if you have programmers who want a change management, bug tracking software, these types are usually the ones who don't like SpiceWorks, but then again I have never found any commercial software they like either, they usually end up choosing their own and then we some how have to support two helpdesk pieces of software.
I do know that you can import your existing Track-it tickets into SpiceWorks and there are helpful how-to's that will walk you through this.
I'm sure someone else using that same software will chime in, but for the most part, there are a lot of success stories on here of people changing from some sort of paid software to SpiceWorks and never looking back.
Tracking-it can be a pain ;)
I have used several commercial ones in the past. I have even used the one you are currently using, and have found that SpiceWorks not only fits the bill perfectly for most helpdesk needs, it's constantly being improved to better suit. How many commercial ones do you know of that allow your own plugins to be created to give you functionality that wasn't originally there.
I have found that the commercial ones are great but usually have way to many options and involvement that basic helpdesk doesn't need. Now, if you have programmers who want a change management, bug tracking software, these types are usually the ones who don't like SpiceWorks, but then again I have never found any commercial software they like either, they usually end up choosing their own and then we some how have to support two helpdesk pieces of software.
I do know that you can import your existing Track-it tickets into SpiceWorks and there are helpful how-to's that will walk you through this.
I'm sure someone else using that same software will chime in, but for the most part, there are a lot of success stories on here of people changing from some sort of paid software to SpiceWorks and never looking back.
@jrsitman: Thank you, if you don't mind I would like to provide our PM your comments to add to our research. We gave up on Track-IT some time ago and are currently looking at the project again. I am still partial to Spiceworks. I know that you can get a paid version and not have the advertisements.
@pony10us. Sure you can give it to them.
ASKER
i do you have any idea how much they cost please ? what is the cost per each of them please ?
I am familiar with Help Desk Authority and if i remeber correctly should be around $ 5000. for 130 users.