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Thread: Helpdesk software

  1. #1
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    • madman045's system
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    Question Helpdesk software

    Can anyone recommend any helpdesk software that will do the following?

    Have a web interface both for administration & for clients to log in & log their own faults

    have a contact db so that when the client logs in, they can then pick the person reporting the fault from a list

    When they submit a fault, the system sends the engineers an email & possibly a SMS message.

    It can also have reports run for stats to see how many calls are raised etc..

    Thanks

  2. #2
    Administrator Moby-Dick's Avatar
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    We used to use a solution from www.exdesk.com

    its not the worlds most advanced helpdesk , but its cheap and easy to use.
    my Virtualisation Blog http://jfvi.co.uk Virtualisation Podcast http://vsoup.net

  3. #3
    daft ideas inc. scottyman's Avatar
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    most of them provide that functionality - but sourceforge has a number of projects which provide most of that functionality - if it's not provided out of the box, then it's a bolt on you can add (i.e. SMS - you could knock up a script to send sms' from your GPS card enabled server within an hour or two)

    you'll have to run a db anyway (or with most solutions - once you hit more than a few dozen entries - tickets stored in flat text or structured text files aren't that efficient)
    if you're running exchange - it should be a simple matter to export your GAL to a CSV file and import that into the DB as a list of users

    http://sourceforge.net/search/?type=...=help+AND+desk

    there are a large bunch available - I'd download a few, install onto your PHP webserver (or IIS or whatever) and have a fiddle. See what suits really.

  4. #4
    I took the road less traveled by Scientist's Avatar
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    Well I work part time on our University IT helpdesk and we use SupportWorks, its quite good and has all the features you mention - Not sure on SMS but my guess would be yes.

    Will check for you.
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  5. #5
    Administrator Moby-Dick's Avatar
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    Quote Originally Posted by scottyman
    most of them provide that functionality - but sourceforge has a number of projects which provide most of that functionality - if it's not provided out of the box, then it's a bolt on you can add (i.e. SMS - you could knock up a script to send sms' from your GPS card enabled server within an hour or two)

    you'll have to run a db anyway (or with most solutions - once you hit more than a few dozen entries - tickets stored in flat text or structured text files aren't that efficient)
    if you're running exchange - it should be a simple matter to export your GAL to a CSV file and import that into the DB as a list of users

    http://sourceforge.net/search/?type=...=help+AND+desk

    there are a large bunch available - I'd download a few, install onto your PHP webserver (or IIS or whatever) and have a fiddle. See what suits really.
    I suppose it depends on your priorities - If speed is of the essence then an off the peg solutions would be best. If you have time on your hands however , you can save cash

    Thankfully , new job doesn have that problem - we've got a big dev team who wrote our helpdesk software and its very nice ( all asp.net and everything ! )

    personally I'm enjoyin spending money on a big MOM2005 deployment at the moment - its a bit of a beast !
    my Virtualisation Blog http://jfvi.co.uk Virtualisation Podcast http://vsoup.net

  6. #6
    Cable Guy Jonny M's Avatar
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    http://www.kayako.com/ comes highly recommended from a lot of people

  7. #7
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    • madman045's system
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    Thanks for your recommendations, I shall be looking into these.

    Ive previously used Peregrine Service Centre, Apriori & a few custom made ones internally in my last job.

    OT, Moby, how much of MOM are you going to use as I saw the 100+ addons for it?

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    Cable Guy Jonny M's Avatar
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    Let us know what you go with in the end.

  9. #9
    Goat Boy
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    I was looking at Open Source solutions a while back for my company, but didn't find anything that was really up to scratch...
    "All our beliefs are being challenged now, and rightfully so, they're stupid." - Bill Hicks

  10. #10
    Administrator Moby-Dick's Avatar
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    I'm using MOM with the followig management packs.

    MOM 2k5
    Management Pack Update Notification
    Exchange 2003
    Clusters
    Sql2000
    ISA2004
    Proliant Management Pack
    Dell Openmanage Pack
    Active Directory
    DNS
    IIS
    Windows Base OS

    At the moment we've only got the licences for our 40 odd Core/QA/Dev servers

    We're trying to persuade microsoft to let us have some free upgrades to some old MOM2000 licences for the branches ( about 500 of them )
    my Virtualisation Blog http://jfvi.co.uk Virtualisation Podcast http://vsoup.net

  11. #11
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    • madman045's system
      • Motherboard:
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      • CPU:
      • I7-3820
      • Memory:
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      • Storage:
      • Not enough!
      • Graphics card(s):
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      • PSU:
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      • Case:
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      • Operating System:
      • Win 7 Ultimate X64
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      • Internet:
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    Time to bring this thread from the ashes.

    Currently have Windows 2003 Web Edition to use (mainly as I cant get Linux to install on a Dell GX150 without having an AGP card in it)

    Ive looked at the open source projects, a good mixture, but still have issues.

    Does anyone know of any that are cheaper or at least has a 1 month trial? It will be on this Dell & nothing else, I have SQL Server available if needed but would prefer a drop on package, maybe to work with IIS.

    Needs to be able to support multiple customer logins, data forms where by they can enter their details or have an address book for their company, then when they have raised a ticket, it sends an email notifier. The option to assign incidents to engineers & the client can see who is dealing with it.

    Also have a knowledge base accessable to the clients.

    Thanks

  12. #12
    daft ideas inc. scottyman's Avatar
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    I'd still look oper source, or if you've got cash to spend, look at remedy. you're looking at more of a full helldesk app than anything else, alternatively look at building in house. I'd use php & mysql, which are happy enough running on iis6 and win platforms

    the only thing which is difficult to code efficiently is the search engine to drive the knowledge base - but if you look to see what nuke or other cms modules are available - i think you'd be surprised.

    also - not wise to let clients see exactly who's dealing with it - better to show what escalation level it's at, or which team it's assigned to.

    i.e. bug fix request:

    1. helldesk
    2. testing (or QA)
    3. dev
    4. test
    5. qa
    6. site engineer for deployment
    7. released to client and closed.
    Last edited by scottyman; 22-09-2005 at 05:16 PM.

  13. #13
    Administrator Moby-Dick's Avatar
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    madman , did you have a look at exdesk - I think you'll find it does what you need and has a free months trial.
    my Virtualisation Blog http://jfvi.co.uk Virtualisation Podcast http://vsoup.net

  14. #14
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    • madman045's system
      • Motherboard:
      • P9X79 Pro
      • CPU:
      • I7-3820
      • Memory:
      • 32GB
      • Storage:
      • Not enough!
      • Graphics card(s):
      • HD7970
      • PSU:
      • 850w Corsair
      • Case:
      • Corsair Carbide 300R
      • Operating System:
      • Win 7 Ultimate X64
      • Monitor(s):
      • Dell U2713HM & 2007WFP
      • Internet:
      • Plusnet FTTC - 30mbit/7mbit
    I have looked at Exdesk, I like it, but the Boss wants something cheaper!!

    Can anyone recommend a Linux/PHP helpdesk software as we have a server provided thats running BSD.

    Thanks

  15. #15
    Administrator Moby-Dick's Avatar
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    Exdesk costs peanuts !
    how many enigneers are you running with it ?
    my Virtualisation Blog http://jfvi.co.uk Virtualisation Podcast http://vsoup.net

  16. #16
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    • madman045's system
      • Motherboard:
      • P9X79 Pro
      • CPU:
      • I7-3820
      • Memory:
      • 32GB
      • Storage:
      • Not enough!
      • Graphics card(s):
      • HD7970
      • PSU:
      • 850w Corsair
      • Case:
      • Corsair Carbide 300R
      • Operating System:
      • Win 7 Ultimate X64
      • Monitor(s):
      • Dell U2713HM & 2007WFP
      • Internet:
      • Plusnet FTTC - 30mbit/7mbit
    3 lol, but as we have a server provided as part of our ADSL reseller package, he wants to see if we can use a free one as he has "just" got the hang on PHP :S

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