MSP Helpdesk Options
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@black3dynamite said in MSP Helpdesk Options:
FreshService is what we are using currently.
Scott said that's what they're trialing now, I guess so far they don't like it.
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@kamidon said in MSP Helpdesk Options:
@black3dynamite said in MSP Helpdesk Options:
FreshService is what we are using currently.
Scott said that's what they're trialing now, I guess so far they don't like it.
I've only used it from an end user point of view. But I know the help desk team and the other users who are submitted tickets is liking it a lot.
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@kamidon said in MSP Helpdesk Options:
@black3dynamite said in MSP Helpdesk Options:
FreshService is what we are using currently.
Scott said that's what they're trialing now, I guess so far they don't like it.
Not much anyway. BUt better than most anything we've seen so far.
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@IRJ said in MSP Helpdesk Options:
It's truly mind blowing how many ticketing systems are out there in the wild.
Tons of FOSS ones, but of there's a feature you want, it things the list a lot. Just wanting the concept of clients being under an organization and accepting tickets via email drops a ton of FOSS ticketing systems.
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@scottalanmiller said in MSP Helpdesk Options:
@nadnerB said in MSP Helpdesk Options:
For us, FreshService came out on top as it's the only one that didn't trip any deal breakers.
We are testing it, but so far, finding it very slow and cumbersome. Doesn't even open sometimes. Better than what we are using, yes, but good, no.
That sucks, we haven’t had that experience.
Let their support team know. They’ve always been pretty responsive. -
@nadnerB said in MSP Helpdesk Options:
@scottalanmiller said in MSP Helpdesk Options:
@nadnerB said in MSP Helpdesk Options:
For us, FreshService came out on top as it's the only one that didn't trip any deal breakers.
We are testing it, but so far, finding it very slow and cumbersome. Doesn't even open sometimes. Better than what we are using, yes, but good, no.
That sucks, we haven’t had that experience.
Let their support team know. They’ve always been pretty responsive.So far, can't get back in after our initial test. The "auto login" on Firefox is working. But the login from Chrome just spins forever, even on different computers.
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@scottalanmiller said in MSP Helpdesk Options:
@nadnerB said in MSP Helpdesk Options:
@scottalanmiller said in MSP Helpdesk Options:
@nadnerB said in MSP Helpdesk Options:
For us, FreshService came out on top as it's the only one that didn't trip any deal breakers.
We are testing it, but so far, finding it very slow and cumbersome. Doesn't even open sometimes. Better than what we are using, yes, but good, no.
That sucks, we haven’t had that experience.
Let their support team know. They’ve always been pretty responsive.So far, can't get back in after our initial test. The "auto login" on Firefox is working. But the login from Chrome just spins forever, even on different computers.
We’re using SAML so I haven’t expected that. I’d hazard a guess that there’s a browser extension in the way.
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@nadnerB said in MSP Helpdesk Options:
@scottalanmiller said in MSP Helpdesk Options:
@nadnerB said in MSP Helpdesk Options:
@scottalanmiller said in MSP Helpdesk Options:
@nadnerB said in MSP Helpdesk Options:
For us, FreshService came out on top as it's the only one that didn't trip any deal breakers.
We are testing it, but so far, finding it very slow and cumbersome. Doesn't even open sometimes. Better than what we are using, yes, but good, no.
That sucks, we haven’t had that experience.
Let their support team know. They’ve always been pretty responsive.So far, can't get back in after our initial test. The "auto login" on Firefox is working. But the login from Chrome just spins forever, even on different computers.
We’re using SAML so I haven’t expected that. I’d hazard a guess that there’s a browser extension in the way.
Unlikely, use like none.
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@nadnerB said in MSP Helpdesk Options:
@scottalanmiller said in MSP Helpdesk Options:
@nadnerB said in MSP Helpdesk Options:
@scottalanmiller said in MSP Helpdesk Options:
@nadnerB said in MSP Helpdesk Options:
For us, FreshService came out on top as it's the only one that didn't trip any deal breakers.
We are testing it, but so far, finding it very slow and cumbersome. Doesn't even open sometimes. Better than what we are using, yes, but good, no.
That sucks, we haven’t had that experience.
Let their support team know. They’ve always been pretty responsive.So far, can't get back in after our initial test. The "auto login" on Firefox is working. But the login from Chrome just spins forever, even on different computers.
We’re using SAML so I haven’t expected that. I’d hazard a guess that there’s a browser extension in the way.
The login PAGE doesn't even load.
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@scottalanmiller said in MSP Helpdesk Options:
@nadnerB said in MSP Helpdesk Options:
@scottalanmiller said in MSP Helpdesk Options:
@nadnerB said in MSP Helpdesk Options:
@scottalanmiller said in MSP Helpdesk Options:
@nadnerB said in MSP Helpdesk Options:
For us, FreshService came out on top as it's the only one that didn't trip any deal breakers.
We are testing it, but so far, finding it very slow and cumbersome. Doesn't even open sometimes. Better than what we are using, yes, but good, no.
That sucks, we haven’t had that experience.
Let their support team know. They’ve always been pretty responsive.So far, can't get back in after our initial test. The "auto login" on Firefox is working. But the login from Chrome just spins forever, even on different computers.
We’re using SAML so I haven’t expected that. I’d hazard a guess that there’s a browser extension in the way.
Unlikely, use like none.
Yeah, I thought that might be the case, I just get issues on some sites with my aggressive cookie/ad blocking. Some minor adjustments are required for some sites to work.
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@scottalanmiller said in MSP Helpdesk Options:
@nadnerB said in MSP Helpdesk Options:
@scottalanmiller said in MSP Helpdesk Options:
@nadnerB said in MSP Helpdesk Options:
@scottalanmiller said in MSP Helpdesk Options:
@nadnerB said in MSP Helpdesk Options:
For us, FreshService came out on top as it's the only one that didn't trip any deal breakers.
We are testing it, but so far, finding it very slow and cumbersome. Doesn't even open sometimes. Better than what we are using, yes, but good, no.
That sucks, we haven’t had that experience.
Let their support team know. They’ve always been pretty responsive.So far, can't get back in after our initial test. The "auto login" on Firefox is working. But the login from Chrome just spins forever, even on different computers.
We’re using SAML so I haven’t expected that. I’d hazard a guess that there’s a browser extension in the way.
The login PAGE doesn't even load.
Well that blows chunks
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@nadnerB said in MSP Helpdesk Options:
@scottalanmiller said in MSP Helpdesk Options:
@nadnerB said in MSP Helpdesk Options:
@scottalanmiller said in MSP Helpdesk Options:
@nadnerB said in MSP Helpdesk Options:
@scottalanmiller said in MSP Helpdesk Options:
@nadnerB said in MSP Helpdesk Options:
For us, FreshService came out on top as it's the only one that didn't trip any deal breakers.
We are testing it, but so far, finding it very slow and cumbersome. Doesn't even open sometimes. Better than what we are using, yes, but good, no.
That sucks, we haven’t had that experience.
Let their support team know. They’ve always been pretty responsive.So far, can't get back in after our initial test. The "auto login" on Firefox is working. But the login from Chrome just spins forever, even on different computers.
We’re using SAML so I haven’t expected that. I’d hazard a guess that there’s a browser extension in the way.
Unlikely, use like none.
Yeah, I thought that might be the case, I just get issues on some sites with my aggressive cookie/ad blocking. Some minor adjustments are required for some sites to work.
Yeah, nothing like that.
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@nadnerB said in MSP Helpdesk Options:
@scottalanmiller said in MSP Helpdesk Options:
@nadnerB said in MSP Helpdesk Options:
@scottalanmiller said in MSP Helpdesk Options:
@nadnerB said in MSP Helpdesk Options:
@scottalanmiller said in MSP Helpdesk Options:
@nadnerB said in MSP Helpdesk Options:
For us, FreshService came out on top as it's the only one that didn't trip any deal breakers.
We are testing it, but so far, finding it very slow and cumbersome. Doesn't even open sometimes. Better than what we are using, yes, but good, no.
That sucks, we haven’t had that experience.
Let their support team know. They’ve always been pretty responsive.So far, can't get back in after our initial test. The "auto login" on Firefox is working. But the login from Chrome just spins forever, even on different computers.
We’re using SAML so I haven’t expected that. I’d hazard a guess that there’s a browser extension in the way.
The login PAGE doesn't even load.
Well that blows chunks
Finally got it to load on Chrome on Fedora. But on the CHromebook, still spinning for forever.
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@dbeato said in MSP Helpdesk Options:
hHave you checked ServiceNow?
That's what we use and it's 100% customizable in almost every way and easily integration with any automation.
The bitch of it I assume is the setup to get it just the way you want it. But after that, perfection. Not sure of the costs at all though.
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Something to look out for, some service desk providers have their charge for the actual software and then they have a setup charge on top of that. Not all of them do it.
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@scottalanmiller said in MSP Helpdesk Options:
@flaxking said in MSP Helpdesk Options:
Zammad
Anyone tried this? Looking at the screen shots and it looks useless. LOL I can't tell where you ever see ticket lists or details. They show a lot of things that don't matter, but never show actually using the system.
Yeah I spun it up one time. It's not bad. Just spin up a container to test. That's the quickest way to look at it.
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@Obsolesce said in MSP Helpdesk Options:
@dbeato said in MSP Helpdesk Options:
hHave you checked ServiceNow?
That's what we use and it's 100% customizable in almost every way and easily integration with any automation.
The bitch of it I assume is the setup to get it just the way you want it. But after that, perfection. Not sure of the costs at all though.
That's what we use. You can customize everything and everything has an API. Sometimes it's a little slow and I'm sure it's expensive.
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Not for MSP, but for our company internal users, we initially used solarwinds web helpdesk which was bad and then moved to servicedesk from manageengine. Started with the standard edition and on the next renewal we moved to enterprise edition getting project, change and asset management.
Works really well for our use, AD integration for user login, set sla per category, business rules to assign tickets to group, tech etc and much more
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https://www.jitbit.com/ is what we're rolling out for both our internal and external clients.... Haven't been too involved but it seems pretty flexible and IIRC you get access to the source with the on prem enterprise version.
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@stacksofplates said in MSP Helpdesk Options:
@scottalanmiller said in MSP Helpdesk Options:
@flaxking said in MSP Helpdesk Options:
Zammad
Anyone tried this? Looking at the screen shots and it looks useless. LOL I can't tell where you ever see ticket lists or details. They show a lot of things that don't matter, but never show actually using the system.
Yeah I spun it up one time. It's not bad. Just spin up a container to test. That's the quickest way to look at it.
For an MSP Zammad has one of those visit the portal and get a help chat window things. Here's a couple screenshots, I'm too lazy to give you more.
