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Helpdesk Ticketing System Suggestions

We are currently seeking a helpdesk\ticketing system that can meet the below requirements:

•      Hosted on premises
•      Have some sort of asset management
•      Ability to disable all auto replies, ticketing numbers on the user side, etc. (aka no user visibility)
•      Has the ability to update tickets based off of replies to the original email that created the ticket through outlook

In short we are a small team and are currently handling requests via outlook that are sent to a dist group. We would still like to work this way, however, we are seeking a system that can house metrics and provide better organization for our current workflow.

It would be ideal if we can fins something that integrates directly with Outlook, although not a requirement.

Any suggestions would be appreciated.
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Rammy Charles
Asked:
Rammy Charles
1 Solution
 
LaimHelocCommented:
ManageEngine ServiceDesk Plus does each of the four criteria you list. We have used it for a few years, primarily with default settings. It's only been in the last year or so where a concerted effort has been made to customize the system. Now it has become a key system for MIS, not just the helpdesk.

ManageEngine
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Jeff BrownGlobal Helpdesk SupervisorCommented:
Really should not use outlook as what you are working with when you have a helpdesk system.  The systems ability to group all related items to a single ticket comes from the auto-reply and ticket number that gets sent.  Without this component all of your metrics get messed up.

What your asking for is like a plugin for outlook to do reporting but i can't think of anything that does all of those things with only using outlook

Spiceworks is my helpdesk of choice for small to med size buisnesses
Manage Engine or Spiceworks for enterprise depending upon features needed.
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zuleaCommented:
Spice works. It is free. It does everything!
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Ali EslamifarUXCommented:
There are some very good software for the spec that you mentioned:

- Kayako: http://www.kayako.com/
- Help Scout: http://www.helpscout.net/
- Jira Service Desk: https://www.atlassian.com/software/jira/service-desk
- Help Sumo: http://www.helpsumo.com/

I hope it helps.
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Victor MelenCommented:
Remember to check Jitbit as well, a very nice ticket system https://www.jitbit.com/helpdesk/
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