Help Desk software recommendation

Hello,

I was hoping for a recommendation for new help desk software. We are currently looking at renewal of our current software (Numara Track-It!) and I would like to research some alternatives. We seem to have constant issues with Track-It and haven't had it 100% functional in over a year, despite numerous rebuilds and updates.

I'd like to find software that is similar but a lot less flunky. It must have:

- Work Order creation and tracking
- Inventory/Asset Tracking
- Reporting Capabilities
- Purchasing module for creating POs
- Around the same price range as Track-It

Can anyone offer some other solutions? Thanks guys and gals!

 

I am also looking for one. I am preparing a list of popular help desk software. See http://www.desk24x7.com for what I have until then.

 

Valhallis,

We're testing the Web Help Desk Software and are prolly going to run with it. Half the price of Track-it (since you mentioned it) and can't find any missing features. The HEATs, Remedies, and Service-Now's were just too rich for out blood (we have 8 techies)...well, Service-Now opted *us* out...with a 40 techie minimum...ouch!

Below is a "standard operating marketing blurb" that one of their rep's emailed me earlier this week (seems to pretty much sum it up )

Has anyone else test this help desk software or currently use it? ...j u s t so we can get that reassurance that we are going with a winner. Thanks in advance! ~Paul

Key Help Desk Software Features:

- 100% Web-based Help Desk Software Solution
- Customer Service Web Portal
- Incident & Problem Management
- Email-to-Ticket Conversion
- Asset Life Cycle Management
- Change Management (Approval Workflow)
- Two-Way E-Mail Correspondence
- Service Level Agreement (SLA) Alerts
- Knowledge-base Management
- LDAP / Active Directory Synchronization
- Customer Satisfaction Survey Management
- Reporting Included
- Server Licensed or ASP Hosted Options

Help Desk Software Integration:

- Apple Remote Desktop
- LANrev Client Manager
- JAMF Casper Suite
- OS X "Screen Sharing" App
- LDAP (Lightweight Directory)
- Microsoft Active Directory

 

We got rid of Track-it because of the same reasons - constant issues and unstability work.

As for now we switched to help desk sytem called Bridgetrak (www.helpdesksoftware.com)

It works quite stable, easy to use and customizable to any environment.

According to the features that you was looking for - it can completly suit your needs.

 

Looks good guys, I appreciate the input. Now to swing it by the bosses...

 

Valhallis, I thought of you when I received a canned marketing email from Web Help Desk...not sure why they sent it to a paying customer...oh well. rolleyes

Looks like they now have a free help desk plan. Thought you might be interested.

 

This help desk software is primarily targeted at the education field but it is definitely multi-faceted to work for any business.

http://www.schooldude.com/products/it-direct/

I have demoed it and sat through a couple webinars and it seems exceptional .We purchased it at the school district I work at and will soon start utilizing it

Oh I should add this does cost a fair amount of money but well worth it for a small to large business.

 

Ironically, we tested the "dude"! yeah...school oriented indeed. I can't remember much about it any more but I do remember it being hosted only...if the ole brain is still working. We wanted something in-house. This is a personal choice but I'm not a *huge* fan of my team's data in "the cloud".

 

Ya I don't blame ya. The web based part was what drew me in as it allowed our staff to log there own problems from many different locations. Again they assured us all the information is secured and backed up.

We will see though we haven't implemented it yet only time will tell if we will stay with this system.

Anway good luck on your search!! I agree School Dude probally wouldn't be the best solution for different situations I guess it depends :cool

 

Use EnterpriseWizard (www.enterprisewizard.com). We used it after comparing it to Track-It, and it can do everything you said (Plus it's really adaptable so it can probably do anything else you come up with later.