HelpDesk Ticketing System
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@scottalanmiller Yea for sure, but in my case that is basically what how we use spiceworks helpdesk. I added in the helpdesk customization to at least be able to see open/closed/unassigned at a glance.
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It's not screen efficient at all. Looks nice in pictures, but attempting to use it even one response on Danielle's 28" monitors and the first response doesn't fit onto the screen!
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Spiceworks doesn't seem any better in screen efficiency, i have to scroll every time just to see the ticket after clicking on one.
The support pipeline can be made smaller to recover some screen real estate. Also looks like the "This is a demo of Helpy" message is taking up a lot of space, which wont be in the actual deployments. Overall i think i like the layout better than spiceworks.
Unfortunately spiceworks is the only help desk that i have actual real world experience, i'm sure that are superior products out there that i just haven't been exposed to.
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@tiagom said in HelpDesk Ticketing System:
Spiceworks doesn't seem any better in screen efficiency, i have to scroll every time just to see the ticket after clicking on one.
That's a key reason that we want to move away from it.
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@tiagom said in HelpDesk Ticketing System:
Unfortunately spiceworks is the only help desk that i have actual real world experience, i'm sure that are superior products out there that i just haven't been exposed to.
No one seems to have anything that is actually all that good.
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I LOVE salesforce and yes it can be used and has pieces for a helpdesk system. I wish we could afford that but holy jeez that can't be justified at all.
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It is a constant conversation here about building a Helpdesk system cause nothing really works great.
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I'd be willing to take a stab at it. I've already got a dev environment set up and started putting one together...
Once I get some input forms on it, I'll need some bogus data... or some folks to input bogus data for testing purposes.
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@scottalanmiller said in HelpDesk Ticketing System:
@tiagom said in HelpDesk Ticketing System:
Unfortunately spiceworks is the only help desk that i have actual real world experience, i'm sure that are superior products out there that i just haven't been exposed to.
No one seems to have anything that is actually all that good.
Apart from the guys over at enchant.com
Have you taken a look at their enviroment yet?
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That is what kept us away from salesforce desk as well. Pricing is steep, but inline with the rest of their products.
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Also looks like you can spin up a free instance of helpy on heroku using https://heroku.com/deploy found in the readme.md.
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@tiagom said in HelpDesk Ticketing System:
Also looks like you can spin up a free instance of helpy on heroku using https://heroku.com/deploy found in the readme.md.
Heroku is great as a PaaS player.
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@scottalanmiller said in HelpDesk Ticketing System:
@tiagom said in HelpDesk Ticketing System:
@scottalanmiller What are the odds, they have their own scott miller.
We are everywhere.
At least you're not as common as Mary Miller. Eich, the headaches trying to pin down which Mary Miller you're dealing with.
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I'd really like to see a tutorial on setting this up. I ran into issues on both centos and ubuntu.
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@IRJ said in HelpDesk Ticketing System:
I'd really like to see a tutorial on setting this up. I ran into issues on both centos and ubuntu.
I might be able to tackle that. Maybe. If my laptop gets fixed.
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@travisdh1 said in HelpDesk Ticketing System:
@scottalanmiller said in HelpDesk Ticketing System:
@tiagom said in HelpDesk Ticketing System:
@scottalanmiller What are the odds, they have their own scott miller.
We are everywhere.
At least you're not as common as Mary Miller. Eich, the headaches trying to pin down which Mary Miller you're dealing with.
Common enough that I always use my middle name. My dad was one of 35 Thomas Millers where he worked. My name is common enough that I've been forced to call myself Alan at jobs before.
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Why not build a ticketing system?
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What about the options mentioned in this article?
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@FrostyPhoenix said in HelpDesk Ticketing System:
Why not build a ticketing system?
Development costs a fair bit of money.
Someone has to then maintain and support it.
Further dev if you want to add features which also costs money.
Is the cost of a premade tool over the course of a year more or less than building and hosting your own?Now, a ticketing system is the hub of your business as an IT support firm, so whilst you could build it factoring in budget, features and project managing it to make sure it is secure, reliable, fast for years to come. Is it really worth it?
I've had the exact same conversation in house but with a documentation/client management system which we've chosen to build in house but not after exhausting every other option. It's a very very expensive project but nobody else has built a tool that we really need.
Remember that in terms of cost
This is the per hour cost for 160 hours of working time across a month to have a pre-built product which works amazingly well. So the math has to be done to build a new one from scratch.
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@FrostyPhoenix said in HelpDesk Ticketing System:
What about the options mentioned in this article?
Under spiceworks they state "Can be difficult to install on Linux, Unix, or VMWare" lol
Mantis Bug Tracker and Bugzilla aren't even help desks
