What Helpdesk Platforms are IT Service Providers Using
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@ajstringham said:
Like the Venezuelan economy.
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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.
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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.
Awesome, I've seen a lot of people choosing that.
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Hey Scott, finally got around to checking out the new site and this is the first thread I've checked out so thought I would reply here first. I checked out a ton of different helpdesk solutions when researching the best one for my MSP... Autotask & Connectwise I have used before and they feel too bloated not to mention pricey. Obviously I've tried Spiceworks but not so great for MSP's as stated already. I used a free one called Freshdesk for quite some time while I was trying out other products. After ruling out Zenith InfoTech/Continuum, Kaseya, and several others I finally settled on GFI Max for my MSP Platform and shortly after I went with them they launched Service Desk which integrates nicely with their management dashboard. So far I have been pretty happy with it.
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Ahem.. Am pretty excited about this move by my company, ManageEngine.. Any thing you need to know about ServiceDesk Plus, am here.. Feel free to ping me.
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We were using Spiceworks, but after aquired by different company, we've been migrated to service now.
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@Vidya said:
Ahem.. Am pretty excited about this move by my company, ManageEngine.. Any thing you need to know about ServiceDesk Plus, am here.. Feel free to ping me.
Welcome to the community!
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@ambarishrh said:
We were using Spiceworks, but after aquired by different company, we've been migrated to service now.
What we seem to be seeing is that when posting on their forums, no one is talking about what they are actually using. But here where the site is not dedicated to their support, everyone is admitting that no one is running the software. I knew that many were not that were not saying it before, but now I am realizing that almost no one is using it!
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I'm still using SW, but not all the bells and whistles. Management hasn't backed the use of tickets (though I think they are starting to really warm to the idea) so I'll keep SW, but I think I try the newly free'd one too.
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Using a standalone SW, install at one client. Nothing for the rest, just email and phone as they are all smaller clients. Really looking for something To keep it all in one place which SW cannot do for me. Will be looking at the ServiceDesk+ offering.
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@Dashrender said:
I'm still using SW, but not all the bells and whistles. Management hasn't backed the use of tickets (though I think they are starting to really warm to the idea) so I'll keep SW, but I think I try the newly free'd one too.
If doing something for tickets without having anything pre-existing I would really look seriously at ServiceDesk+
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@JaredBusch said:
Using a standalone SW, install at one client. Nothing for the rest, just email and phone as they are all smaller clients. Really looking for something To keep it all in one place which SW cannot do for me. Will be looking at the ServiceDesk+ offering.
I hope that they do their MSP+SaaS. That would be great.
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@scottalanmiller They revamped the RDP process, here's a screenshot. Supposed to be some other improvements, but I haven't dove into those yet.
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@Bill-Kindle I looked at that but it still requires that you be on the same network which makes it make no sense. The interface is web based and can be accessed anywhere. But then there is just normal RDP. It's a confusing and nearly useless mismatch.
Just further solidifies how disconnected from their customers they are and how little they listen to feedback. They don't think about actually using the product at all.
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@scottalanmiller said:
Just further solidifies how disconnected from their customers they are and how little they listen to feedback.
You are thinking of their users, not their customers. That is the problem.
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@JaredBusch said:
@scottalanmiller said:
Just further solidifies how disconnected from their customers they are and how little they listen to feedback.
You are thinking of their users, not their customers. That is the problem.
Very true.
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@scottalanmiller Yeah, which means its still not a MSP tool, and still pretty limited. The RDP download is just fine, but I get the feeling they are about to remove the functionality in place of this solution. Why is LMI even an option still if this is the route they are going?
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@Bill-Kindle said:
@scottalanmiller Yeah, which means its still not a MSP tool, and still pretty limited. The RDP download is just fine, but I get the feeling they are about to remove the functionality in place of this solution. Why is LMI even an option still if this is the route they are going?
Well LMI never did anything, it was never integrated. Just a pointless link. But LMI works way better than RDP for SW. It fits the architecture. RDP is a mismatch. Even non-MPSs. Anyone using Spiceworks, connecting to one tool over a published webpage and then needing an unrelated RDP connection just makes no sense. SMBs just get confused by this because it is jarring and unlike anything else. It just appears that the product is broken.
Think about a normal SMB. They are logged in from "somewhere" and they are looking at SW. How often will the be in a place where any arbitrary RDP connection will work? I know shops that use SW only internally, and not external at all, and still the RDP won't work reliably. Only the rare shop that uses SW purely internal on a network that has 100% live connection to every host. Other than those of us using Pertino and actually having a full mesh VPN everywhere, it is hard to imagine the customer where this would work.
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@scottalanmiller said:
Think about a normal SMB. They are logged in from "somewhere" and they are looking at SW. How often will the be in a place where any arbitrary RDP connection will work? ** I know shops that use SW only internally, and not external at all, and still the RDP won't work reliably. Only the rare shop that uses SW purely internal on a network that has 100% live connection to every host. Other than those of us using Pertino and actually having a full mesh VPN everywhere, it is hard to imagine the customer where this would work.**
That last part is where some of my confusion is starting to come from. You can click the tools menu and click "Remote Control" which will cause a pre-configured RDP shortcut to download. I've used this (granted only internally and on the same LAN) and it works 100% of the time unless there's some other problem with the workstation I'm trying to get to.
What I showed in the above screenshots is totally different. They've taken that process of downloading the pre-configured RDP shortcut, and decided to integrate it into the browser via this "Troubleshooting" window. I think just calling MSTSC.exe would work but there seems to have been some additional effort put into putting this all into a web interface. Instead of doing that they could have just integrated something along the lines of TeamViewer or even LMI (bleh) or even RemoteUtilities. I'm just still a little surprised at this move and intrigued by it at the same time. Where is this going?
