HelpDesk Ticketing System
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It is a constant conversation here about building a Helpdesk system cause nothing really works great.
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I'd be willing to take a stab at it. I've already got a dev environment set up and started putting one together...
Once I get some input forms on it, I'll need some bogus data... or some folks to input bogus data for testing purposes.
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@scottalanmiller said in HelpDesk Ticketing System:
@tiagom said in HelpDesk Ticketing System:
Unfortunately spiceworks is the only help desk that i have actual real world experience, i'm sure that are superior products out there that i just haven't been exposed to.
No one seems to have anything that is actually all that good.
Apart from the guys over at enchant.com
Have you taken a look at their enviroment yet?
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That is what kept us away from salesforce desk as well. Pricing is steep, but inline with the rest of their products.
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Also looks like you can spin up a free instance of helpy on heroku using https://heroku.com/deploy found in the readme.md.
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@tiagom said in HelpDesk Ticketing System:
Also looks like you can spin up a free instance of helpy on heroku using https://heroku.com/deploy found in the readme.md.
Heroku is great as a PaaS player.
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@scottalanmiller said in HelpDesk Ticketing System:
@tiagom said in HelpDesk Ticketing System:
@scottalanmiller What are the odds, they have their own scott miller.
We are everywhere.
At least you're not as common as Mary Miller. Eich, the headaches trying to pin down which Mary Miller you're dealing with.
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I'd really like to see a tutorial on setting this up. I ran into issues on both centos and ubuntu.
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@IRJ said in HelpDesk Ticketing System:
I'd really like to see a tutorial on setting this up. I ran into issues on both centos and ubuntu.
I might be able to tackle that. Maybe. If my laptop gets fixed.
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@travisdh1 said in HelpDesk Ticketing System:
@scottalanmiller said in HelpDesk Ticketing System:
@tiagom said in HelpDesk Ticketing System:
@scottalanmiller What are the odds, they have their own scott miller.
We are everywhere.
At least you're not as common as Mary Miller. Eich, the headaches trying to pin down which Mary Miller you're dealing with.
Common enough that I always use my middle name. My dad was one of 35 Thomas Millers where he worked. My name is common enough that I've been forced to call myself Alan at jobs before.
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Why not build a ticketing system?
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What about the options mentioned in this article?
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@FrostyPhoenix said in HelpDesk Ticketing System:
Why not build a ticketing system?
Development costs a fair bit of money.
Someone has to then maintain and support it.
Further dev if you want to add features which also costs money.
Is the cost of a premade tool over the course of a year more or less than building and hosting your own?Now, a ticketing system is the hub of your business as an IT support firm, so whilst you could build it factoring in budget, features and project managing it to make sure it is secure, reliable, fast for years to come. Is it really worth it?
I've had the exact same conversation in house but with a documentation/client management system which we've chosen to build in house but not after exhausting every other option. It's a very very expensive project but nobody else has built a tool that we really need.
Remember that in terms of cost
This is the per hour cost for 160 hours of working time across a month to have a pre-built product which works amazingly well. So the math has to be done to build a new one from scratch.
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@FrostyPhoenix said in HelpDesk Ticketing System:
What about the options mentioned in this article?
Under spiceworks they state "Can be difficult to install on Linux, Unix, or VMWare" lol
Mantis Bug Tracker and Bugzilla aren't even help desks
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@FrostyPhoenix said in HelpDesk Ticketing System:
Why not build a ticketing system?
Certainly an option.
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@tiagom said in HelpDesk Ticketing System:
@FrostyPhoenix said in HelpDesk Ticketing System:
What about the options mentioned in this article?
Under spiceworks they state "Can be difficult to install on Linux, Unix, or VMWare" lol
Mantis Bug Tracker and Bugzilla aren't even help desks
Not even kinda. LOL
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@Breffni-Potter said in HelpDesk Ticketing System:
@FrostyPhoenix said in HelpDesk Ticketing System:
Why not build a ticketing system?
Development costs a fair bit of money.
Someone has to then maintain and support it.
Further dev if you want to add features which also costs money.
Is the cost of a premade tool over the course of a year more or less than building and hosting your own?Now, a ticketing system is the hub of your business as an IT support firm, so whilst you could build it factoring in budget, features and project managing it to make sure it is secure, reliable, fast for years to come. Is it really worth it?
I've had the exact same conversation in house but with a documentation/client management system which we've chosen to build in house but not after exhausting every other option. It's a very very expensive project but nobody else has built a tool that we really need.
Remember that in terms of cost
This is the per hour cost for 160 hours of working time across a month to have a pre-built product which works amazingly well. So the math has to be done to build a new one from scratch.
Yeah, development is certainly not cheap.
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@scottalanmiller said in HelpDesk Ticketing System:
@travisdh1 said in HelpDesk Ticketing System:
@scottalanmiller said in HelpDesk Ticketing System:
@tiagom said in HelpDesk Ticketing System:
@scottalanmiller What are the odds, they have their own scott miller.
We are everywhere.
At least you're not as common as Mary Miller. Eich, the headaches trying to pin down which Mary Miller you're dealing with.
Common enough that I always use my middle name. My dad was one of 35 Thomas Millers where he worked. My name is common enough that I've been forced to call myself Alan at jobs before.
Glad I waited to read your response till this morning, would've given me nightmares.
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@JaredBusch said in HelpDesk Ticketing System:
@Breffni-Potter said in HelpDesk Ticketing System:
@FrostyPhoenix said in HelpDesk Ticketing System:
Why not build a ticketing system?
Development costs a fair bit of money.
Someone has to then maintain and support it.
Further dev if you want to add features which also costs money.
Is the cost of a premade tool over the course of a year more or less than building and hosting your own?Now, a ticketing system is the hub of your business as an IT support firm, so whilst you could build it factoring in budget, features and project managing it to make sure it is secure, reliable, fast for years to come. Is it really worth it?
I've had the exact same conversation in house but with a documentation/client management system which we've chosen to build in house but not after exhausting every other option. It's a very very expensive project but nobody else has built a tool that we really need.
Remember that in terms of cost
This is the per hour cost for 160 hours of working time across a month to have a pre-built product which works amazingly well. So the math has to be done to build a new one from scratch.
Yeah, development is certainly not cheap.
Instead of developing one, right from scratch, would it be a bad idea to develop one, based on an existing Open Source solution ?
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@Veet said
Instead of developing one, right from scratch, would it be a bad idea to develop one, based on an existing Open Source solution ?
Because of the nature of software, you kind of need to start from scratch to get what you want, A lot of things have to be re-done and re-written when you take someone else's tool and try to shoe horn it in.
