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Best software for IT issue documentation

Posted on 2014-04-14
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Last Modified: 2014-08-15
Hello,

I have looked around but could not find any specifics. I've heard of helpdesk software like LANdesk but i think this would be an overkill as I only have about 10 people in my office. I've use word docs and excel spreadsheets but the process involves plenty of labor. I've also use the free version of Sharepoint but my colleagues didn't like it either.

Has any used software to keep track of their tickets and as have a repository where we can look up the documentation history and tracks history etc ?

thx

t
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Question by:tobe1424
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by:Joe Winograd, EE MVE
Joe Winograd, EE MVE earned 500 total points
ID: 39999113
I've used several products from the Zoho folks for small companies (fewer than 10 users):
https://www.zoho.com/

All of their products are cloud-based. One of them is Zoho Support:
https://www.zoho.com/support/

They do have a Free version, but it's limited to 25 requests/day and 10 solution folders. If that works for you, great; but if not, even their Professional version is reasonably priced:
https://www.zoho.com/support/pricing.html

While you're looking at Zoho Support, you may also want to look at Zoho CRM:
https://www.zoho.com/crm/

It is relatively inexpensive (they even have a version that's free for up to three users) and in my opinion it is very good. I know of one small company that replaced the (relatively expensive) Salesforce CRM with Zoho CRM and felt that it was just as good for their purposes.

One other thought. I've been on numerous threads here at EE where Experts have recommended Spiceworks:
http://www.spiceworks.com/

Among other products, they have a helpdesk:
http://www.spiceworks.com/free-help-desk-software/

I've experimented with Spiceworks in a sandbox with mixed results. I've never deployed it in production (as I have done with Zoho), but since several Experts here at EE speak highly of it, I recommend putting it on your short list.

As a disclaimer, I want to emphasize that I have no affiliation with Zoho and no financial interest in it whatsoever. I am simply a happy user/customer. Regards, Joe
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by:tobe1424
ID: 39999171
This indeed looks like decent software. But my managers don't want a cloud based solution :\
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Joe Winograd, EE MVE earned 500 total points
ID: 39999239
Here are some previous threads at EE that I participated in with numerous non-cloud solutions:

http://www.experts-exchange.com/Hardware/IT_Administration/Q_28108057.html
http://www.experts-exchange.com/Hardware/IT_Administration/Q_28171349.html
http://www.experts-exchange.com/Hardware/IT_Administration/Q_28112419.html
http://www.experts-exchange.com/Software/Server_Software/Document_Management/Q_27666521.html

I don't know if you'll find these helpful, but I'm passing them along for your consideration. One of the Accepted Solutions has a long list of products. Regards, Joe
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Expert Comment

by:billtourangeau
ID: 40264030
I use, and have great luck with, ManageEngine's Service Desk Plus... so much so that I am considering implementing their MDM offering. Service Desk Plus has a tickets system as well as asset tracking and a solutions database you can populate, with the option of making some or all of the solutions available to users so that they can try to solve their own issues. I rolled it out about five months ago, and still havent discovered all of its features!

They do offer a demo, and excellent customer support!

http://www.manageengine.com/
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