HelpDesk Ticketing System
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@gjacobse said in HelpDesk Ticketing System:
One thing I like to see is a running time stamp or clock. One thing SW doesn't do.. Yes it'll say an update to a ticket was (x) minutes ago, but the next day - it should show MMDDYYYY HH:SS
That is a timeclock system not a ticketing system.
They can be complementary, but they are different.
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Here's a few things that I really appreciate:
- Merging tickets. Absent = Deal breaker
- Reply to the ticket (instead of creating a new ticket). Absent = Deal breaker
- Multi-Tech assignment.
- Clean interface
- Customisable reports. Absent = Deal breaker
- Multiple ticket views (Mine, All, closed, urgent, stale.. etc)
- Sub-tickets is a nice feature
- Add users/clients easily
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I really like the Spiceworks helpdesk interface but it's really slow & a bit greedy on resources when in a VM (haven't tried it on a baremetal workstation) and that's with really just me using it, my boss also used it but not as heavily as I did.
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@nadnerB I like some aspects of it but find the screen real estate to be totally wasted and inefficient.
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@nadnerB said in HelpDesk Ticketing System:
I really like the Spiceworks helpdesk interface but it's really slow & a bit greedy on resources when in a VM (haven't tried it on a baremetal workstation) and that's with really just me using it, my boss also used it but not as heavily as I did.
Yep ... rather slow and resource hungry (wasn't as bad with some of the older versions) ..
Say, does anyone use osTicket ? and how has your experience been, with it ?
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@Veet said
Say, does anyone use osTicket ? and how has your experience been, with it ?
Now that I've seen the page
http://osticket.com/featuresI can tell you that this is what Comodo One uses and offers as their branded Service Desk. - The UI is clunky and awful.
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@Breffni-Potter said in HelpDesk Ticketing System:
@Veet said
Say, does anyone use osTicket ? and how has your experience been, with it ?
Now that I've seen the page
http://osticket.com/featuresI can tell you that this is what Comodo One uses and offers as their branded Service Desk. - The UI is clunky and awful.
That would make sense given that the one is open source. They probably were able to just rebrand it and host it themselves.
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@StrongBad said
That would make sense given that the one is open source. They probably were able to just rebrand it and host it themselves.
Oh indeed but Comodo One is such a weird product, it's a real mish mash of different portals and interfaces and none of it really works "well" for a busy company which is trying to make money.
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I setup Freshdesk for a company about a year ago, still working to this day..very nice product.
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I even created a forward email address i.e [email protected] that will automatically raise a ticket in the system.
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@StuartJordan said in HelpDesk Ticketing System:
I setup Freshdesk for a company about a year ago, still working to this day..very nice product.
Oh it really is a nice product. I am seriously considering going back to it on their Estate plan because actually, enough work is done now to justify it. The reporting and the automation tools are handy.
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Recently joined a new outfit that's using "ConnectWise" which I've never tested previously. I typically lean toward OpenPHP projects so the idea that they paid for this unified software suite seemed a little overboard. The Outlook integration is functional but nothing that isn't also available on nearly every other project out there. The interface is a little cluttered with unnecessary elements, however the workflow for "ticketing > billing > timekeeping > payroll" has proven to be fairly efficient. While I wouldn't outright recommend a licensed solution, if that was the direction your organization wanted to go, you could do worse. $0.02
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@Breffni-Potter said
http://www.faveohelpdesk.com/online-demo/
Quite liking this UI and style at the moment, check out the helpdesk.This product is a complete joke. Stay away and avoid.
Just from a reliability point of view, it is built so crudely and poorly, reliability issues are gonna come your way down the line with this. We looked at it and decided a firm nope nope nope, avoid.
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@Breffni-Potter said in HelpDesk Ticketing System:
@Breffni-Potter said
http://www.faveohelpdesk.com/online-demo/
Quite liking this UI and style at the moment, check out the helpdesk.This product is a complete joke. Stay away and avoid.
Just from a reliability point of view, it is built so crudely and poorly, reliability issues are gonna come your way down the line with this. We looked at it and decided a firm nope nope nope, avoid.
Well... good to know. LOL
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Having said that, we're just testing another platform.
Exceptional design, fantastic UI, the feature set is small but it's a quarter of the price of ZenDesk/FreshDesk and actually does most things I'd want in a ticketing system.
- Auto flag ticket as belonging to a company, yep
- Reporting on specific companies/users
- Stats tracked and logged, merging, replies,
- Custom SMTP, a big win.
This product feels like an actual IT guy built it rather than a commercial company, everything is in the right place.
Still in the "let's break it" stage but here it is:
https://support.darait.co.uk/http://www.enchant.com/features
$15 per user per month, hosted helpdesk built the right way, AWS hosting, security in the right places and the owner is very frank and open about the product.
Initially I said we could not use it because it was missing xyz and then he turned around and went "ahh, wait here's how you get it"
Most things are in there and we've got it working amazingly well. This is the one to go live with, we still want to build a few hooks and talk to the APIs but it's a great clean product so far.
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@Breffni-Potter said in HelpDesk Ticketing System:
@Breffni-Potter said
http://www.faveohelpdesk.com/online-demo/
Quite liking this UI and style at the moment, check out the helpdesk.This product is a complete joke. Stay away and avoid.
Just from a reliability point of view, it is built so crudely and poorly, reliability issues are gonna come your way down the line with this. We looked at it and decided a firm nope nope nope, avoid.
Been trying to set this up and failing left right and centre lol, will stop trying now
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@Breffni-Potter said in HelpDesk Ticketing System:
Having said that, we're just testing another platform.
Exceptional design, fantastic UI, the feature set is small but it's a quarter of the price of ZenDesk/FreshDesk and actually does most things I'd want in a ticketing system.
- Auto flag ticket as belonging to a company, yep
- Reporting on specific companies/users
- Stats tracked and logged, merging, replies,
- Custom SMTP, a big win.
This product feels like an actual IT guy built it rather than a commercial company, everything is in the right place.
Still in the "let's break it" stage but here it is:
https://support.darait.co.uk/http://www.enchant.com/features
$15 per user per month, hosted helpdesk built the right way, AWS hosting, security in the right places and the owner is very frank and open about the product.
Initially I said we could not use it because it was missing xyz and then he turned around and went "ahh, wait here's how you get it"
Most things are in there and we've got it working amazingly well. This is the one to go live with, we still want to build a few hooks and talk to the APIs but it's a great clean product so far.
It looks nice, but $15/user/month is higher than I want to pay for a helpdesk. That is more than full Office 365 SMB plans.
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Yeah same here that gets expensive fast here when I figure in full timers, interns, contractors etc.
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@Breffni-Potter side note, you have no timezone specified on your landing page. I know you are in the UK, and the URL is .uk, but still people are stupid....
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@JaredBusch said
It looks nice, but $15/user/month is higher than I want to pay for a helpdesk. That is more than full Office 365 SMB plans.
But you are comparing apples to oranges. I can't find any ticketing systems cheaper than that which afford all the features it does, unless you know of one I've not seen yet?
