Zen Desk
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@scottalanmiller said:
@garak0410 said:
The reason I don't mind it all in once place is that I like the way the help desk attaches issues to devices and keeps a history attached to it...plus it is free (sans the data they collect)
The free is great, but the lack of hosting is huge. The actual cost of running it is relatively high as you need a lot of hardware and Windows licensing to do it (you can do a VM, but then you either need Windows Server or VDI licensing!!) Because it is Windows only and because it is so resource intensive you really end up spending a lot. Plus you need to deal with patching and management yourself, which adds that cost too.
The devices with history attached to tickets is certainly awesome.
Thanks for the input...certainly makes sense from that perspective...hosted would for sure be awesome but spending money here is a luxury at time, especially with our Microsoft Dynamics GP2015 upgrade this year (with estimated 30 hours of Dynamics consultant pay we have to dish out)...
Interesting about being a hog...I peeked on on that VM...CPU was sitting nicely at 4% CPU...jumped up to 99% andf hovered between 50 and 80% for the next 2=3 minutes or so...and it was the slowing services:
SPICEWORKS APPLICATION SERVER
SPICEWORKS NETWORK SCANNER AND TFTP SERVERThen it settled back down...
If I enter a ticket, SPICEWORKS APPLICATION SERVER causes CPU usage go jump up to 50% for a few seconds and stops...
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@garak0410 said:
@scottalanmiller said:
@garak0410 said:
The reason I don't mind it all in once place is that I like the way the help desk attaches issues to devices and keeps a history attached to it...plus it is free (sans the data they collect)
The free is great, but the lack of hosting is huge. The actual cost of running it is relatively high as you need a lot of hardware and Windows licensing to do it (you can do a VM, but then you either need Windows Server or VDI licensing!!) Because it is Windows only and because it is so resource intensive you really end up spending a lot. Plus you need to deal with patching and management yourself, which adds that cost too.
The devices with history attached to tickets is certainly awesome.
Thanks for the input...certainly makes sense from that perspective...hosted would for sure be awesome but spending money here is a luxury at time, especially with our Microsoft Dynamics GP2015 upgrade this year (with estimated 30 hours of Dynamics consultant pay we have to dish out)...
We moved from Spiceworks to ManageEngine's hosted solution. It is free for basically everything that matters. Although you may have to do inventory a different way.
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@coliver said:
@garak0410 said:
@scottalanmiller said:
@garak0410 said:
The reason I don't mind it all in once place is that I like the way the help desk attaches issues to devices and keeps a history attached to it...plus it is free (sans the data they collect)
The free is great, but the lack of hosting is huge. The actual cost of running it is relatively high as you need a lot of hardware and Windows licensing to do it (you can do a VM, but then you either need Windows Server or VDI licensing!!) Because it is Windows only and because it is so resource intensive you really end up spending a lot. Plus you need to deal with patching and management yourself, which adds that cost too.
The devices with history attached to tickets is certainly awesome.
Thanks for the input...certainly makes sense from that perspective...hosted would for sure be awesome but spending money here is a luxury at time, especially with our Microsoft Dynamics GP2015 upgrade this year (with estimated 30 hours of Dynamics consultant pay we have to dish out)...
We moved from Spiceworks to ManageEngine's hosted solution. It is free for basically everything that matters. Although you may have to do inventory a different way.
I think inventory is more important than help desk, as I had a decent self-written help desk app for a good while...
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@coliver said:
We moved from Spiceworks to ManageEngine's hosted solution. It is free for basically everything that matters. Although you may have to do inventory a different way.
The Hosted version is free as well?
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@coliver Their website is a bit of a mess, where is this free hosted service? I could only find the free installable helpdesk.
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@Breffni-Potter said:
@coliver Their website is a bit of a mess, where is this free hosted service? I could only find the free installable helpdesk.
http://mangolassi.it/topic/2827/help-desk-ticket-software/23
In that link their rep @Vidya links to the two free products.
Here are the details:
On-premise editions: http://www.manageengine.com/products/service-desk/
On-demand edition : http://ondemand.manageengine.com/service-desk/ -
@garak0410 said:
I think inventory is more important than help desk, as I had a decent self-written help desk app for a good while...
Then why not look for a network inventory only software. there are some free and some really good paid but TCO may actually be less than keeping spiceworks running good.
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We should start a new thread for that. A place to talk about what the best (probably free) inventory system options are.
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@scottalanmiller said:
We should start a new thread for that. A place to talk about what the best (probably free) inventory system options are.
I would like to know more about this free inventorying software.
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I find the idea very interesting as well. Want to kick off a thread?
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I am surprised that a successful open source helpdesk application has not arisen yet. Seems like it would be a "low hanging fruit" kind of project.
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@Reid-Cooper said:
I am surprised that a successful open source helpdesk application has not arisen yet. Seems like it would be a "low hanging fruit" kind of project.
Oh there are a few open source ones. I use one for our Engineering department to keep track of document requests... called Request Tracker.
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@coliver said:
Request Tracker
But how good and how popular is it? There must be reasons why people are not using it.
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I have looked at a few open source ones and they all seem to lack active support and modern interfaces.
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@Reid-Cooper said:
@coliver said:
Request Tracker
But how good and how popular is it? There must be reasons why people are not using it.
The interface really isn't modern, as @scottalanmiller mentioned. Which I find to be the case in a lot of FOSS software. However it works fairly well for what we use it for. It has much the same functionality as the Spiceworks helpdesk does, including reply-to-email ticketing, email querying, user portal, etc. Really the feature set is there but the interface leaves a bit to be desired.
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@scottalanmiller said:
I have looked at a few open source ones and they all seem to lack active support and modern interfaces.
At my last employer, we went through three open source helpdesks in the span of about 2 years. The last one we used was alright, but it was just too much, but it worked better than most of the other ones (It wsa GLPI -- http://www.glpi-project.org/spip.php?lang=en -- (Their primary language is French, I believe).
Then we found Spiceworks that did Inventory and Helpdesk (we didn't actually switch until Spiceworks hit version 6, I think. It was easy quick, and most importnatly for us, easy to customize!
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@coliver said:
The interface really isn't modern, as @scottalanmiller mentioned. Which I find to be the case in a lot of FOSS software. However it works fairly well for what we use it for. It has much the same functionality as the Spiceworks helpdesk does, including reply-to-email ticketing, email querying, user portal, etc. Really the feature set is there but the interface leaves a bit to be desired.
I think this is a lot of the reason why we see commercial helpdesk packages -- or helpdesk packages backed by a company -- because the FOSS developers are focused a lot on adding features, and not necessarily the interface.
I bet some of us could get together and code a great helpdesk with any feature we wanted... but unless we have some folks who can do graphics / website design, it would be ugly as sin. I'd be ashamed to show you some of my early stuff, lol. (Aw, heck, I'd be ashamed to show you some of my more recent stuff, lol).
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@dafyre said:
@coliver said:
The interface really isn't modern, as @scottalanmiller mentioned. Which I find to be the case in a lot of FOSS software. However it works fairly well for what we use it for. It has much the same functionality as the Spiceworks helpdesk does, including reply-to-email ticketing, email querying, user portal, etc. Really the feature set is there but the interface leaves a bit to be desired.
I think this is a lot of the reason why we see commercial helpdesk packages -- or helpdesk packages backed by a company -- because the FOSS developers are focused a lot on adding features, and not necessarily the interface.
I bet some of us could get together and code a great helpdesk with any feature we wanted... but unless we have some folks who can do graphics / website design, it would be ugly as sin. I'd be ashamed to show you some of my early stuff, lol. (Aw, heck, I'd be ashamed to show you some of my more recent stuff, lol).
I would agree with that. Something about FOSS generally doesn't attract the UX/UI people. FOSS programs are generally fantastic feature wise but their interfaces and usability leaves a lot to be desired. GIMP is a good example of this, it has all the feature and function of its competitors, but some of the design decisions are head scratching-ly odd.
