Help Desk / Ticket software

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/

gjacobse

An option I have with my host (Blue Host) is os Ticket. @Vidya, I am curious about ManageEngine - I am looking it over.

JaredBusch

@g.jacobse said:

An option I have with my host (Blue Host) is os Ticket. @Vidya, I am curious about ManageEngine - I am looking it over.

I signed up for the ondemand a couple weeks ago and was tinkering with it.

I converted the trial to the free account yesterday as we have decided to move forward with it.

so I am sure I will be commenting on it in here more int he next few weeks as I get things set up around all the rest of my work.

gjacobse

@JaredBusch
What are you impressions as of current? A few weeks isn't a long duration,.. but I'll take that opinion

JaredBusch

@g.jacobse said:

What are you impressions as of current? A few weeks isn't a long duration,.. but I'll take that opinion

That it is very flexible. The first thing I will doing with it is using it for time reporting with a couple of part time employees we have hired.

I figure that using them to make requests (tickets) and work logs on those tickets for their assignments will help me shake out some of the processes I will want for client ticket flow.

scottalanmiller

We used the on demand too, it was very good. One of the better ticketing products that I have used. Very powerful.

Currently I use freshbooks for client submitted tickets. it works pretty well for me cause I can apply time to a submitted ticket and it will automatically create an invoice. I love invoices.

JaredBusch

@Hubtech said:

Currently I use freshbooks for client submitted tickets. it works pretty well for me cause I can apply time to a submitted ticket and it will automatically create an invoice. I love invoices.

We have an accountant that does that work. Granted, I think we have no reason to pay an accountant just for invoicing, but the owner does not want to do it himself.

scottalanmiller

I think that typically it makes sense for a dedicated bookkeeper to handle invoicing. It just makes sense. Chances are the BKer is really good at that and chances are the owner is not. Or, at the very least, the owner is really good at something else that they should be doing instead.

thanksajdotcom

@JaredBusch said:

@Hubtech said:

Currently I use freshbooks for client submitted tickets. it works pretty well for me cause I can apply time to a submitted ticket and it will automatically create an invoice. I love invoices.

We have an accountant that does that work. Granted, I think we have no reason to pay an accountant just for invoicing, but the owner does not want to do it himself.

Can't a bookkeeper do that? Much cheaper and accomplishes the same thing, if what you say is true.

thanksajdotcom

@scottalanmiller said:

I think that typically it makes sense for a dedicated bookkeeper to handle invoicing. It just makes sense. Chances are the BKer is really good at that and chances are the owner is not. Or, at the very least, the owner is really good at something else that they should be doing instead.

I got distracted by a coworker when typing. We were on the same train of thought!

JaredBusch

@scottalanmiller said:

I think that typically it makes sense for a dedicated bookkeeper to handle invoicing. It just makes sense. Chances are the BKer is really good at that and chances are the owner is not. Or, at the very least, the owner is really good at something else that they should be doing instead.

Our invoicing is not that large. It would take almost no time if it was all tied into a system. The owners process now actually makes it more expensive than it needs to be. He does at least know it, and we will migrate to something, just we are too busy to take the time to do it right now.