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.
• 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.
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.
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.
Spice works. It is free. It does everything!
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Remember to check Jitbit as well, a very nice ticket system https://www.jitbit.com/helpdesk/
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