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    What Helpdesk Platforms are IT Service Providers Using

    IT Business
    spiceworks zendesk freshbooks connectwise service desk plus
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    • scottalanmillerS
      scottalanmiller
      last edited by

      We are currently using MS Dynamics CRM hosted via Office 365 as our helpdesk at NTG. The best parts about it are the solid integration with the rest of Office 365 which we use (and love.) That is a huge factor for us. The email handling of MS CRM is a big deal too. And we love that it is fully hosted so that we do not have to dedicate resources to that.

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      • scottalanmillerS
        scottalanmiller
        last edited by

        In the past we have tried using both SugarCRM as a ticket system (disaster) and Spiceworks which did okay but was far too limit and a large resource hog so that even in a virtualization environment in an enterprise datacenter the resource utilization left us spending too much and still getting bad performance. It lacked integration with Office 365 or AD so that was not in its favour. Just overall far too limited for our needs, especially as a service provider. So those two got ruled out.

        1 Reply Last reply Reply Quote 1
        • scottalanmillerS
          scottalanmiller
          last edited by

          We are currently auditioning ServiceDesk+. It definitely looks interesting and with it being completely free and hosted from Zoho ManageEngine themselves it is a real contender. But too early to say.

          1 Reply Last reply Reply Quote 1
          • thanksajdotcomT
            thanksajdotcom
            last edited by

            Outside of what I've worked with at NTG, the only helpdesk solutions I've used are a custom design for Staples made by Support.com and later one they built in-house. I've worked on several proprietary systems. Dynamics has nice tracking and good integration with their Outlook add-in but as a helpdesk, eh, it's meh. Looking forward to giving the new one a try.

            1 Reply Last reply Reply Quote 1
            • scottalanmillerS
              scottalanmiller
              last edited by

              I've used CA Service Desk and it is horrific.

              1 Reply Last reply Reply Quote 1
              • ?
                A Former User
                last edited by

                Right now i'm using the support tickets in Freshbooks. It's actually pretty good. Clients create tickets, severity lvl, I can then log time, expenses, and create invoices from the trouble ticket. I'm also about to start using the GFI Service Desk which is something they recently released. It integrates flawlessly with GFI Max which i really like, makes my life much easier.

                scottalanmillerS 1 Reply Last reply Reply Quote 1
                • scottalanmillerS
                  scottalanmiller @A Former User
                  last edited by

                  @Hubtech said:

                  Right now i'm using the support tickets in Freshbooks. It's actually pretty good. Clients create tickets, severity lvl, I can then log time, expenses, and create invoices from the trouble ticket. I'm also about to start using the GFI Service Desk which is something they recently released. It integrates flawlessly with GFI Max which i really like, makes my life much easier.

                  I had no idea that Freshbooks had that functionality.

                  1 Reply Last reply Reply Quote 1
                  • ?
                    A Former User
                    last edited by

                    Each client of mine usually has a technical POC and a financial POC. financial gets all of the invoices. technical submits all trouble tickets and responds to tech needs. pretty cool stuff. here are some screen shots

                    cap1.PNG

                    cap2.PNG

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                    • scottalanmillerS
                      scottalanmiller
                      last edited by

                      Looks pretty decent.

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                      • ?
                        A Former User
                        last edited by

                        I have been using ZenDesk, however I am still grandfathered in to the 20/year for 3 agents.

                        I am guess NTG needs much more then 3 agents, and the price goes up a lot after you break 3 agents.

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                        • scottalanmillerS
                          scottalanmiller
                          last edited by

                          Yeah. Our scale causes issues.

                          1 Reply Last reply Reply Quote 1
                          • afalconA
                            afalcon
                            last edited by

                            We are using ConnectWise.
                            It covers almost all of what we want for CRM and has a robust service desk and ticketing system.
                            It has more work flow tools than we realized and are just starting to see the potential for efficiency and management tracking.
                            We'll be integrating with our financial system shortly. CW can handle automated invoicing and push the journal entries to the accounting system for receivables tracking and management.

                            1 Reply Last reply Reply Quote 2
                            • ?
                              A Former User
                              last edited by

                              used CW at a previous job and hated it as a tech.

                              1 Reply Last reply Reply Quote 0
                              • jimkJ
                                jimk
                                last edited by

                                We are using a combination of Spiceworks for our older clients and Autotask Service Desk for our MSP clients. We are in the process of moving everything under Autotask though as this is our PSA and helps us better maintain client relationships and manage the client's locations and equipment better. It also integrates with our RMM GFI Max and GFI Max Backup.

                                NaraN 1 Reply Last reply Reply Quote 2
                                • DashrenderD
                                  Dashrender
                                  last edited by

                                  That must be new for Freshbooks. I've used them on a very small scale, but only for invoicing. I it will be interesting to see for helpdesk options.

                                  ? 1 Reply Last reply Reply Quote 0
                                  • ?
                                    A Former User @Dashrender
                                    last edited by

                                    @Dashrender said:

                                    That must be new for Freshbooks. I've used them on a very small scale, but only for invoicing. I it will be interesting to see for helpdesk options.

                                    works well for me. For now.

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                                    • IRJI
                                      IRJ
                                      last edited by

                                      I was under the impression that I was the only person that didn't use SpiceWorks anymore. I guess I was wrong

                                      scottalanmillerS ? 2 Replies Last reply Reply Quote 1
                                      • scottalanmillerS
                                        scottalanmiller @IRJ
                                        last edited by

                                        @IRJ said:

                                        I was under the impression that I was the only person that didn't use SpiceWorks anymore. I guess I was wrong

                                        MSPs have rarely ever used it. It has no accommodations for them. But even for normal shops the abandonment rate seems to be skyrocketing. V7 and later have been very unpopular. And lots of recent security concerns.

                                        IRJI Bill KindleB 2 Replies Last reply Reply Quote 0
                                        • IRJI
                                          IRJ @scottalanmiller
                                          last edited by

                                          @scottalanmiller said:

                                          @IRJ said:

                                          I was under the impression that I was the only person that didn't use SpiceWorks anymore. I guess I was wrong

                                          MSPs have rarely ever used it. It has no accommodations for them. But even for normal shops the abandonment rate seems to be skyrocketing. V7 and later have been very unpopular. And lots of recent security concerns.

                                          The reason we left was high resource consumption. SolarWinds runs off a Linux Appliance and uses much less resources.

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                                          • scottalanmillerS
                                            scottalanmiller
                                            last edited by

                                            Yes. Lacking a Linux edition and a SaaS option definitely hurt them.

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