HelpDesk Ticketing System

JaredBusch

@Breffni-Potter said in HelpDesk Ticketing System:

Having said that, we're just testing another platform.

Exceptional design, fantastic UI, the feature set is small but it's a quarter of the price of ZenDesk/FreshDesk and actually does most things I'd want in a ticketing system.

Auto flag ticket as belonging to a company, yep

Reporting on specific companies/users

Stats tracked and logged, merging, replies,

Custom SMTP, a big win.

This product feels like an actual IT guy built it rather than a commercial company, everything is in the right place.

Still in the "let's break it" stage but here it is:
https://support.darait.co.uk/

http://www.enchant.com/features

$15 per user per month, hosted helpdesk built the right way, AWS hosting, security in the right places and the owner is very frank and open about the product.

Initially I said we could not use it because it was missing xyz and then he turned around and went "ahh, wait here's how you get it"

Most things are in there and we've got it working amazingly well. This is the one to go live with, we still want to build a few hooks and talk to the APIs but it's a great clean product so far.

It looks nice, but $15/user/month is higher than I want to pay for a helpdesk. That is more than full Office 365 SMB plans.

Minion Queen

Yeah same here that gets expensive fast here when I figure in full timers, interns, contractors etc.

JaredBusch

@Breffni-Potter side note, you have no timezone specified on your landing page. I know you are in the UK, and the URL is .uk, but still people are stupid....

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Deleted74295

@JaredBusch said

It looks nice, but $15/user/month is higher than I want to pay for a helpdesk. That is more than full Office 365 SMB plans.

But you are comparing apples to oranges. I can't find any ticketing systems cheaper than that which afford all the features it does, unless you know of one I've not seen yet?

dafyre

Have you looked for Helpdesk tools that integrate with Sharepoint? I assume that NTG has access to a MS Sharepoint setup with O365...

scottalanmiller

@Minion-Queen said in HelpDesk Ticketing System:

Yeah same here that gets expensive fast here when I figure in full timers, interns, contractors etc.

That's the killer. The moment that you have any staff that are not 100% full time or are not purely revenue generating those pay per user tools become either extremely expensive or very useless as people get cut off from the ticketing system and it doesn't do what it is supposed to do.

Deleted74295

@JaredBusch said in HelpDesk Ticketing System:

@Breffni-Potter side note, you have no timezone specified on your landing page. I know you are in the UK, and the URL is .uk, but still people are stupid....

Valid, thanks for the spot.

Deleted74295

@scottalanmiller said in HelpDesk Ticketing System:

@Minion-Queen said in HelpDesk Ticketing System:

Yeah same here that gets expensive fast here when I figure in full timers, interns, contractors etc.

That's the killer. The moment that you have any staff that are not 100% full time or are not purely revenue generating those pay per user tools become either extremely expensive or very useless as people get cut off from the ticketing system and it doesn't do what it is supposed to do.

But surely 365 has a similar problem? if you want to hand out email addresses, how do you handle that?

Minion Queen

@dafyre said in HelpDesk Ticketing System:

Have you looked for Helpdesk tools that integrate with Sharepoint? I assume that NTG has access to a MS Sharepoint setup with O365...

We have had one in the past and it is a consideration now. Honestly we are looking to build our own there are very few GREAT tools for MSPs/ITSP's it's about time someone did something about that.

dafyre

@Minion-Queen said in HelpDesk Ticketing System:

@dafyre said in HelpDesk Ticketing System:

Have you looked for Helpdesk tools that integrate with Sharepoint? I assume that NTG has access to a MS Sharepoint setup with O365...

We have had one in the past and it is a consideration now. Honestly we are looking to build our own there are very few GREAT tools for MSPs/ITSP's it's about time someone did something about that.

What would the differences be for a tool done for MSPs / ITSPs vs a standard hepdesk tool?

I've been toying with creating my own for a while, lol.

JaredBusch

@Breffni-Potter said in HelpDesk Ticketing System:

@JaredBusch said

It looks nice, but $15/user/month is higher than I want to pay for a helpdesk. That is more than full Office 365 SMB plans.

But you are comparing apples to oranges. I can't find any ticketing systems cheaper than that which afford all the features it does, unless you know of one I've not seen yet?

It definitely looks like a nice platform. I think my problem is that all of those features you are after, I am not. Thus changing the value for me compared to you.

scottalanmiller

@Breffni-Potter said in HelpDesk Ticketing System:

@scottalanmiller said in HelpDesk Ticketing System:

@Minion-Queen said in HelpDesk Ticketing System:

Yeah same here that gets expensive fast here when I figure in full timers, interns, contractors etc.

That's the killer. The moment that you have any staff that are not 100% full time or are not purely revenue generating those pay per user tools become either extremely expensive or very useless as people get cut off from the ticketing system and it doesn't do what it is supposed to do.

But surely 365 has a similar problem? if you want to hand out email addresses, how do you handle that?

Those are only $4, though. Not $15. And email is very usable for nearly everyone. It's very rarely that we don't want email and that people won't use it regularly. But a ticketing system might be something that someone only uses a few minutes a month, rather than all the time. So $15 for nearly useless vs. $4 for very useful is a big deal.