Help Desk / Ticket software

Reid Cooper

Zoho's ManageEngine ServiceDesk+ product is available both hosted and on-premise and is completely free in both versions. Really hard to pass up a full, enterprise, ITIL helpdesk package that is completely hosted. Absolutely no cost involved at all.

scottalanmiller

I like ServiceDesk+ a lot. It is complex but because it does so much. Well worth the time to learn.

scottalanmiller

ZenDesk is very popular. Not free, but heavily used these days.

scottalanmiller

Are you looking primarily for hosted or hosting yourself? Any particular features that you need?

Reid Cooper

@vidya is from ManageEngine too. Very handy that you can reach out to them here in the community.

gjacobse

@scottalanmiller said:

Are you looking primarily for hosted or hosting yourself? Any particular features that you need?

I can go either way,.. I'm still in process of moving our current host to BlueHost. But if I want to not deal with some issues, I could go hosted and be just fine. I don't want to have to spend anything for it if I can get away with it.

TechieChick

Have you taken a look at GFI Max?

Dashrender

@TechieChick said:

Have you taken a look at GFI Max?

We have another GFI fan.

TechieChick

Having a one stop helpdesk, remote management, patch management and AV makes it an easy choice for most shops. The pricing also makes great sense for smaller shops.

Dashrender

@TechieChick said:

Having a one stop helpdesk, remote management, patch management and AV makes it an easy choice for most shops. The pricing also makes great sense for smaller shops.

Yeah Hubtech keeps telling me how cool it is. LOL

scottalanmiller

Isn't GFI Max only available for MSPs, though, not directly to customers?

technobabble

@g.jacobse said:

Seems my host has broken my help desk software (HESK)

While I can 'still use it' it' is at reduced capacity. Any suggestions on a possible replacement?

I replaced my Hesk desk 2 years ago with Zendesk with a cost of $20/yearly. As much as I loved Hesk, I am happier with the move.

technobabble

@TechieChick said:

Have you taken a look at GFI Max?

I still have much to learn about the power of GFI Max...I didnt' know about the helpdesk part.

NetworkNerd

@technobabble said:

@TechieChick said:

Have you taken a look at GFI Max?

I still have much to learn about the power of GFI Max...I didnt' know about the helpdesk part.

Whoa - I didn't know that either.

Reid Cooper

News to me too.

Minion Queen

We know it's there but we haven't used it.

i tinkered with it, Service Desk, but since i'm a one man shop i didn't see the value in it. something like 70 bucks/month/seat if i remember right for the Service Desk. But it does integrate with Max and automate ticket creation, lifecycle, billing, etc.

gjacobse

@Hubtech
One person shop also. But I found that if I don't push people to use the ticketing system I'm flooded with people stopping me in the hall, calling me on the phone,.. and texting me...

I find that tracking my actions over the course of a month helps in future justifications for help or replacement of equipment.

StrongBad

I have no comment here because I just learned of this today, and I just opened a new thread to ask about it, but I heard of someone looking to move to Citrus ServiceDesk today.

http://citrusservicedesk.com/

Vidya

Thanks for tagging me @Reid-Cooper.

@g.jacobse , try installing ServiceDesk Plus and yes, like Reid has mentioned, there are on-premise and on-demand versions. Will be happy to set up a demo if that will help you decide The standard edition is free and there is no cap on the number of techs or the tickets..

Here are the details:
On-premise editions: http://www.manageengine.com/products/service-desk/
On-demand edition : http://ondemand.manageengine.com/service-desk/