Free HelpDesk Recommendations
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I'm on 7.1 (have not yet updated to 7.2) and am still using help desk version 1. I'm still not sold on help desk 2.0 just yet. It's performed pretty well for us, and though I prefer the old interface from 6 for scanning, the engine in 7 seems to work well. One thing I really like about Spiceworks is the remote collectors. Though they do take some time to update when it's time to go to the next version, using the remote collectors has really helped us monitor devices at remote sites.
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We discovered that the 2.0 interface was broken and lost tons of data. Had to be disabled. That's what broke the camel's back and sent us to ManageEngine.
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Jira is not free but very popular. Extremely customizable.