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IT Help Desk Software

post #1 of 20
Thread Starter 
I know quite a few of you work in the IT field. My company is looking for a new software solution for our support team. I'd like to hear your opinions and suggestions. As a little background, we're a Casino/Hotel.

Requirements:
  • Ticketing system
  • Knowledge base (At a minimum an internal IT knowledge base to assist techs with searchable documentation. I've seen some that also extend this to the internal end users (non-IT employees) as well as customers.)
  • Asset Management


Preferably software that we can host onsite virtualized. We're prefer to stay away from cloud based solutions but it's an option.

Those are the key requirements. Obviously we'd like competitive pricing and other bells and whistles would be nice (project management, change request, etc.)

Thanks for any suggestions.
post #2 of 20
Check out Spiceworks HelpDesk software.

-Includes asset management which can be directly linked/related to a ticket.
-Knowledge base that can be accessed externally if need be.
-Easy Ticket management, including quick commands directly from Email.
-Web-based(Pretty much the norm anyways)
-Can create reports for inventory and tickets

Cost I have no idea, but know a company that has been using it for a few months, and they are liking it so far.
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The System
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post #3 of 20
Spiceworks is free.

Spiceworks is really the way to go. Great great software, especially for the price. I'd use it in my office if possible, but we already had something setup when I came along.
post #4 of 20
Well this is tough to answer since it really depends on what fits the business best. I have used Spiceworks in the past and found it to be ok but really ugly to have to look at all day. The price is indeed right but you must consider the support you will get on a free product. With business IT you can never overlook supportability.

Check out Manage Engine. I have used a lot of their products and the support is always top notch. They have a product called Service Desk: http://www.manageengine.com/products/service-desk/help-desk-software.html?utm_source=msn&utm_medium=cpc&utm_campaign=Help-Desk-Software&utm_term=help%20desk%20software&utm_content=help%20desk%20software

There is also ZenDesk but they do not do asset management and are a hosted solution. I have used them though and they are great and as simple as it comes to setup and use.
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Money Sink
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Greased Lightning
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post #5 of 20
I'll put in another vote for Spiceworks smile.gif
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post #6 of 20
Thread Starter 
We've used the free spiceworks before and we'd like a more robust solution. It's not completely off the table but we're looking into other options.
Quote:
Originally Posted by Warsteiner View Post

Well this is tough to answer since it really depends on what fits the business best. I have used Spiceworks in the past and found it to be ok but really ugly to have to look at all day. The price is indeed right but you must consider the support you will get on a free product. With business IT you can never overlook supportability.

Check out Manage Engine. I have used a lot of their products and the support is always top notch. They have a product called Service Desk: http://www.manageengine.com/products/service-desk/help-desk-software.html?utm_source=msn&utm_medium=cpc&utm_campaign=Help-Desk-Software&utm_term=help%20desk%20software&utm_content=help%20desk%20software

There is also ZenDesk but they do not do asset management and are a hosted solution. I have used them though and they are great and as simple as it comes to setup and use.

Manage Engine is also on my list, haven't demoed it yet.

I looked into Zen and didn't really like it much.
post #7 of 20
Check out Track-It! its what we use and hits all your requirements. We host it virtualized, I also work at a casino/hotel.

http://www.trackit.com/
 
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post #8 of 20
CA Service Desk isn't bad, I'm not really familiar with it from the hosting side though.
post #9 of 20
Thread Starter 
Thanks for the suggestions everyone. CA Service Desk is the only one that wasn't on my list/I haven't looked at so I've added it. I'm going to spin up some VMs next week and take a look at quite a few.

If anyone saw this late, feel free to leave a comment as I check these forums often.

Thanks!
post #10 of 20
Quote:
Originally Posted by demps709 View Post

Thanks for the suggestions everyone. CA Service Desk is the only one that wasn't on my list/I haven't looked at so I've added it. I'm going to spin up some VMs next week and take a look at quite a few.

If anyone saw this late, feel free to leave a comment as I check these forums often.

Thanks!

Let us know what you decide on, interested to see which you end up preferring.
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