CHI-LTD
asked on
Service Desk Software Solution
Hello
We are at a point whereby we now would like to leverage a service desk package used predominantly internally, but possibly for external parties too.
Having limited knowledge and experience in this field i was hoping for some help from you guys.
Main point are:
1. simple easy to use both internally for IT staff and users to a) log and view tickets
2. built in SLA functionality
3. integration into other applications i.e. PDQ deploy/inventory
4. single point for resources i.e. network diagrams, knowledge base
5. integrate with M365
Only one above seems to have a request for a demo, the others are a trial setup which i dont have time for currently.
I've noted a few options:
atlassian
manage engine
solarwinds
zendesk
fresh service
teamviewer
Any recommendations please..?
Thanks v m
We are at a point whereby we now would like to leverage a service desk package used predominantly internally, but possibly for external parties too.
Having limited knowledge and experience in this field i was hoping for some help from you guys.
Main point are:
1. simple easy to use both internally for IT staff and users to a) log and view tickets
2. built in SLA functionality
3. integration into other applications i.e. PDQ deploy/inventory
4. single point for resources i.e. network diagrams, knowledge base
5. integrate with M365
Only one above seems to have a request for a demo, the others are a trial setup which i dont have time for currently.
I've noted a few options:
atlassian
manage engine
solarwinds
zendesk
fresh service
teamviewer
Any recommendations please..?
Thanks v m
We use zendesk for our student ticketing and fresh service for our ICT needs and ticketing.
So both work pretty nicely and would apply to a service desk
So both work pretty nicely and would apply to a service desk
I would recommend SolarWinds.
Even if you’re not looking to complete a trial, for any service desk solution you choose though it is a good idea to chat directly with their sales/account management department team and verify which package meets all of your requirements and needs fully though before purchasing from there. I would advise contacting SolarWinds to chat about the best product package for your team size etc.
Are there any legal or ISO 900x requirements that have to be met in your organisation? Many remote support products are US-based and while there is nothing wrong with that from a technical standpoint, from the standpoint of data crossing international borders it could cause compliance problems.
If this is the case then you are limited to UK-based providers or hosting the product/service on your own hardware. The only product that comes to mind which meets this requirement is SimpleHelp although I must confess that I have never used it, merely considered doing so!
If this is the case then you are limited to UK-based providers or hosting the product/service on your own hardware. The only product that comes to mind which meets this requirement is SimpleHelp although I must confess that I have never used it, merely considered doing so!
ASKER
Hi,
No ISO reqs to meet.
Will take a look at that one.
Thanks
No ISO reqs to meet.
Will take a look at that one.
Thanks
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Didn't use it already but was thinking about it more then once.