What Helpdesk Platforms are IT Service Providers Using
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@JaredBusch said:
@scottalanmiller said:
I keep hearing great things about Autotask.
I've heard great things about them, but with only 4 employess (counting the owner) I have never bothered to look into something like this for us. The owner still does his time sheet on a paper form in a 3 ring binder. The rest of us have a basic internally wrote app to create time sheets.
Wait, you aren't the owner? I always thought that you owned the company.
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@scottalanmiller
No sir, sorry if it seemed that way. I've been with the company full time since December 2009. Worked part time for them since June 2008 prior to that. -
@JaredBusch said:
@scottalanmiller
No sir, sorry if it seemed that way. I've been with the company full time since December 2009. Worked part time for them since June 2008 prior to that.I know how it is, I get that a lot too. I've been with NTG for fifteen years and I'm not a manager but I am the senior architect. People get me confused with management all of the time. Because I am often the technical face of the company and most MSPs are so small, they just assume that I am. I've got five of my bosses here in ML, lol.
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I will be installing OSTicket on a VPS. I didnt really like Manage Engine's solution and Spiceworks wont run on Linux
I am paying $7 a month for a Ubuntu 12.04 VPS with 2GB RAM and a 40GB SSD through ssdvps.com
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@scottalanmiller said:
The discussion in the IT group about ManageEngine's ServiceDesk+ becoming free, both locally installed and hosted, brings up a great topic for the IT Service Providers and MSPs - what helpdesk platforms are you using? And what ones do you think look really interesting?
I've been using Spiceworks and it is pretty much 99.99% my use. No one uses it...they walk into my office, call or e-mail. But I do use it to track my historical information per workstation and to attach purchases and to keep track of them. ServiceDesk+ looks interesting.
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@garak0410 said:
@scottalanmiller said:
The discussion in the IT group about ManageEngine's ServiceDesk+ becoming free, both locally installed and hosted, brings up a great topic for the IT Service Providers and MSPs - what helpdesk platforms are you using? And what ones do you think look really interesting?
I've been using Spiceworks and it is pretty much 99.99% my use. No one uses it...they walk into my office, call or e-mail. But I do use it to track my historical information per workstation and to attach purchases and to keep track of them. ServiceDesk+ looks interesting.
I would talk with the C levels and get them to enforce the use of tickets. Once they hear the reasoning behind it, my bet is they support you.
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@IRJ said:
@garak0410 said:
@scottalanmiller said:
The discussion in the IT group about ManageEngine's ServiceDesk+ becoming free, both locally installed and hosted, brings up a great topic for the IT Service Providers and MSPs - what helpdesk platforms are you using? And what ones do you think look really interesting?
I've been using Spiceworks and it is pretty much 99.99% my use. No one uses it...they walk into my office, call or e-mail. But I do use it to track my historical information per workstation and to attach purchases and to keep track of them. ServiceDesk+ looks interesting.
I would talk with the C levels and get them to enforce the use of tickets. Once they hear the reasoning behind it, my bet is they support you.
I've tried. There is a method to the madness here and popping emails to me is their most preferred way to go. But I'll keep trying...
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@garak0410 said:
@IRJ said:
@garak0410 said:
@scottalanmiller said:
The discussion in the IT group about ManageEngine's ServiceDesk+ becoming free, both locally installed and hosted, brings up a great topic for the IT Service Providers and MSPs - what helpdesk platforms are you using? And what ones do you think look really interesting?
I've been using Spiceworks and it is pretty much 99.99% my use. No one uses it...they walk into my office, call or e-mail. But I do use it to track my historical information per workstation and to attach purchases and to keep track of them. ServiceDesk+ looks interesting.
I would talk with the C levels and get them to enforce the use of tickets. Once they hear the reasoning behind it, my bet is they support you.
I've tried. There is a method to the madness here and popping emails to me is their most preferred way to go. But I'll keep trying...
Do you have an email address setup to automatically create tickets?
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@IRJ said:
@garak0410 said:
@IRJ said:
@garak0410 said:
@scottalanmiller said:
The discussion in the IT group about ManageEngine's ServiceDesk+ becoming free, both locally installed and hosted, brings up a great topic for the IT Service Providers and MSPs - what helpdesk platforms are you using? And what ones do you think look really interesting?
I've been using Spiceworks and it is pretty much 99.99% my use. No one uses it...they walk into my office, call or e-mail. But I do use it to track my historical information per workstation and to attach purchases and to keep track of them. ServiceDesk+ looks interesting.
I would talk with the C levels and get them to enforce the use of tickets. Once they hear the reasoning behind it, my bet is they support you.
I've tried. There is a method to the madness here and popping emails to me is their most preferred way to go. But I'll keep trying...
Do you have an email address setup to automatically create tickets?
Yes and they are aware of it. Change is a hard thing around here...
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@garak0410 said:
@IRJ said:
@garak0410 said:
@IRJ said:
@garak0410 said:
@scottalanmiller said:
The discussion in the IT group about ManageEngine's ServiceDesk+ becoming free, both locally installed and hosted, brings up a great topic for the IT Service Providers and MSPs - what helpdesk platforms are you using? And what ones do you think look really interesting?
I've been using Spiceworks and it is pretty much 99.99% my use. No one uses it...they walk into my office, call or e-mail. But I do use it to track my historical information per workstation and to attach purchases and to keep track of them. ServiceDesk+ looks interesting.
I would talk with the C levels and get them to enforce the use of tickets. Once they hear the reasoning behind it, my bet is they support you.
I've tried. There is a method to the madness here and popping emails to me is their most preferred way to go. But I'll keep trying...
Do you have an email address setup to automatically create tickets?
Yes and they are aware of it. Change is a hard thing around here...
They wont change, if you dont make them
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@IRJ said:
@garak0410 said:
@IRJ said:
@garak0410 said:
@IRJ said:
@garak0410 said:
@scottalanmiller said:
The discussion in the IT group about ManageEngine's ServiceDesk+ becoming free, both locally installed and hosted, brings up a great topic for the IT Service Providers and MSPs - what helpdesk platforms are you using? And what ones do you think look really interesting?
I've been using Spiceworks and it is pretty much 99.99% my use. No one uses it...they walk into my office, call or e-mail. But I do use it to track my historical information per workstation and to attach purchases and to keep track of them. ServiceDesk+ looks interesting.
I would talk with the C levels and get them to enforce the use of tickets. Once they hear the reasoning behind it, my bet is they support you.
I've tried. There is a method to the madness here and popping emails to me is their most preferred way to go. But I'll keep trying...
Do you have an email address setup to automatically create tickets?
Yes and they are aware of it. Change is a hard thing around here...
They wont change, if you dont make them
Yes. Has to be policy.
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I kinda hijacked myself, but has anyone used osTicket before?
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I looked at it years ago but didn't deploy it.
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@scottalanmiller said:
I looked at it years ago but didn't deploy it.
I would have used Spiceworks, but a Widows VPS is so expensive
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@IRJ yes. The windows requirement for SW is pointless and massive. It makes the cost so high for no reason.
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It took me a little over an hour to install OSTicket on Ubuntu. If I knew anything about Linux, I probably could have done it in less than 20 minutes. Even with my lack of Linux knowledge , I was able to install it so I am happy.
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@technobabble said:
I've been using Zendesk for my clients for a few years. I am on the verge of routing all emails to Zendesk, that's how much I like it.
I started using RepairShopr in October of last year. I still use Zendesk since we offer other non standard IT services. Using Zendesk also allows me to determine what really is a billable ticket vs a question or "nevermind it works now".
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I'm starting to test iTop; it's open source, runs on Linux or Windows (uses PHP and MySQL), has positive reviews, and online demo looks very promising. It is a full ITIL platform so it's has Configuration, Change, and Service Management components, in addition to Incident Management.
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@jasonh said:
I'm starting to test iTop; it's open source, runs on Linux or Windows (uses PHP and MySQL), has positive reviews, and online demo looks very promising. It is a full ITIL platform so it's has Configuration, Change, and Service Management components, in addition to Incident Management.
Thanks for sharing. I checked the demo out. That is way too much for what I need. It definitely looks pretty cool.
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@IRJ You could always just use it for the ticketing system. During the initial setup you can disable the modules you don't use, and there's two ways to configure the ticket systems (one that strictly follows ITIL, and one that's more traditional)
