MSP Helpdesk Options



  • For those that have tested out some helpdesk options, wondering what people have tried, liked, etc. This isn't for us internally. Some things that we know and definitely won't make the cut include osTicket (just not smooth enough), RepairShopR (just a total joke), SynchroMSP (copy of RepairShopR), Spiceworks (viability)....

    ZenDesk looks "meh", but haven't tried it. Something that is fast and fluid would be nice. Something that aids in overall efficiency. That's where RSR is so bad, it takes forever to do anything and necessary information is never on the screen at the same time. It's like it is designed by someone who truly hates the techs and wants them to make as many mistakes and be as slow as possible.



  • @scottalanmiller said in MSP Helpdesk Options:

    It's like it is designed by someone who truly hates the techs and wants them to make as many mistakes and be as slow as possible.

    Almost like it's for people charging by the hour?



  • @RojoLoco said in MSP Helpdesk Options:

    @scottalanmiller said in MSP Helpdesk Options:

    It's like it is designed by someone who truly hates the techs and wants them to make as many mistakes and be as slow as possible.

    Almost like it's for people charging by the hour?

    I chuckled.



  • @scottalanmiller

    If you think about it, it just a web form.
    Google forms will do, and you can build your something very quick using directus. That said google forum have very interesting plugins and charts and PDF reports, even plugins for authorizations



  • I've used Spiceworks and then Zendesk.

    I LOVE Zendesk.
    It's simple, well priced, and very fast!
    Survey system, reporting, customization available, etc etc



  • Another option is Freshdesk, I have an IT buddy who kept trying to get us to switch over to that one, but eh...While it looks great, it seems about the same or worse than Zendesk GUI-wise.



  • Don't bother trying Jira Service Desk.

    Last I heard, GitLab uses ZenDesk.



  • @flaxking said in MSP Helpdesk Options:

    Don't bother trying Jira Service Desk.

    Oh hell no, so awful.



  • Connectwise is my latest everyday driver, and it's design is just terrible in addition to being stupid complex to setup.

    Frankly, none of them that I've ever used were all that good. Serviceable is about so good as it got.



  • Why are tickets the thing that are so hard to get right?



  • I deployed a "shopping list" to 8 or so helpdesk software vendors.
    it was separated into deal breakers and strongly suggested.

    For us, FreshService came out on top as it's the only one that didn't trip any deal breakers.
    We absolutely lovel it. Orders of magnitude better than what we moved from.
    Ticket automations, user portal, KB, when users submit tickets via the portal suggestions of KB articles are made, but the best thing is simple: ticket visibility. I can actually see what I'm doing. The reporting side of things is OK.

    Some were hideously expensive (starting at $40K AUD).
    Going by what I know of your mob, you'd go with FreshDesk as that's geared towards having external clients while FreshService is geared towards internal clients.

    Pricing is on their site.



  • @nadnerB said in MSP Helpdesk Options:

    FreshDesk as that's geared towards having external clients while FreshService is geared towards internal clients.

    Ah, that makes sense.



  • I use FreshDesk at home for keeping track of home stuff, its decent. Not sure how well it will scale though. We use iSupport at work, its decent also with lots of customization.



  • hHave you checked ServiceNow?



  • I've used freshdesk in the past and found it slightly nicer to use then spiceworks which I used before that.



  • FreshDesk

    Currently using FreshDesk for Internal support and hating it. The most basic things don't work. I spend more time fighting it than doing work. Its like they copied MS and sack their entire QA / usability team. Too many basic features not implemented and you pay through the nose for the higher packages that still sucks. FreshDesk project management component can die in a fire.

    Too many things to list off the top of my head. Complete pain to correspond privately (not having the customer see the corespondent) with a third party troubleshooting an issue, forget it! You can do an initial forward but can't keep conversing on that thread with the 3rd party.

    Want to link 10 tickets to a "Problem / Incident" . You would have though you can tick the list of tickets then assign them all to the "Problem". Congratulation you have to open each ticket individually and then link them from there.

    The FreskDesk "Solutions" / KB article suck balls too. Formatting is so limited. My biggest issue is that you create a kb article and realise you got a typo in the title and fix typo or you decide to rework the title. Congratulation your URL to that solution is now broken! (it auto change the URL based on the title) No way to keep the old URL.

    Zendesk, have used in the past. Wasn't too fond of it but didn't hate it.

    HelpSpot: Not ITIL compliance but very easy to use. Designed by someone who had real help desk experience. Don't have some of the fancy features / integrations. However works very well for the feature it provides. I would use it again if I have any say in a helpdesk package. It has an API for you to integrate with other stuff. HelpSpot has Public Notes (aka customer corespondent), Private Notes (internal corespondent), External notes (corespondent with 3rd party). They have a policy of keeping it simple.

    Managed Engine (I think it was): have used briefly in the past. ITIL compliance, UI was way too complicated and the 1990 wants it interface back!

    BTW currently using Labtech but not even bother with its ticketing system.



  • @scottalanmiller said in MSP Helpdesk Options:

    Why are tickets the thing that are so hard to get right?

    Sounds like you're starting a new company



  • @360col Man I love Zendesk.
    I'll admit though to hating it in the beginning.
    I was so used to Spiceworks and all the # commands, switching over to different # commands drove me nuts!

    But yeah, now I'd never go back.

    My current org uses ServiceNow, which has the worst UI I have ever seen. There's just too many damned options, so confusing. Though I believe it's customizable, but I'm not sure.
    No longer am I running the show, which is a huge relief. Four years of stress added triple that to my age lol.
    (New state, new job, yay!)



  • @wirestyle22 said in MSP Helpdesk Options:

    @scottalanmiller said in MSP Helpdesk Options:

    Why are tickets the thing that are so hard to get right?

    Sounds like you're starting a new company

    No, just helping to refresh one.



  • @kamidon said in MSP Helpdesk Options:

    My current org uses ServiceNow, which has the worst UI I have ever seen.

    OMG yeah.



  • @kamidon said in MSP Helpdesk Options:

    I was so used to Spiceworks and all the # commands,

    We have our largest ticket pool still on that and it is surprisingly good. It really is amazing how few ticket systems really compete with it.



  • @scottalanmiller said in MSP Helpdesk Options:

    @kamidon said in MSP Helpdesk Options:

    I was so used to Spiceworks and all the # commands,

    We have our largest ticket pool still on that and it is surprisingly good. It really is amazing how few ticket systems really compete with it.

    Right?



  • @kamidon said in MSP Helpdesk Options:

    @scottalanmiller said in MSP Helpdesk Options:

    @kamidon said in MSP Helpdesk Options:

    I was so used to Spiceworks and all the # commands,

    We have our largest ticket pool still on that and it is surprisingly good. It really is amazing how few ticket systems really compete with it.

    Right?

    But so much wasted screen real estate. Amazing that someone doesn't make something really similar, but without wasting all of that space! So easy to just fix that. Plus build on new tech and get all kinds of performance advantages, too.

    Some open source project could do an amazing job with that really easily.



  • @360col said in MSP Helpdesk Options:

    Currently using FreshDesk for Internal support and hating it.

    We are trialing that right now. @valentina and @mary signed up for it.



  • Did someone ever test out Zammad or was there something to disqualify it? I remember it looked interesting.



  • @scottalanmiller said in MSP Helpdesk Options:

    Some open source project could do an amazing job with that really easily.

    I've thought of creating an open source library for ticketing features, since at work we want to replace the email client we created and built in to the software with a ticketing system, but it's unlikely I get time to work on that during business hours.



  • @flaxking said in MSP Helpdesk Options:

    @scottalanmiller said in MSP Helpdesk Options:

    Some open source project could do an amazing job with that really easily.

    I've thought of creating an open source library for ticketing features, since at work we want to replace the email client we created and built in to the software with a ticketing system, but it's unlikely I get time to work on that during business hours.

    Sounds like a good idea for an open source project, lol.



  • @flaxking said in MSP Helpdesk Options:

    Did someone ever test out Zammad or was there something to disqualify it? I remember it looked interesting.

    oh yeah... no we didn't



  • I'll toss GLPI into the ring. It's FOSS and you can tweak it as much or as little as you want.



  • @notverypunny said in MSP Helpdesk Options:

    I'll toss GLPI into the ring. It's FOSS and you can tweak it as much or as little as you want.

    I used that one a long time ago, and it seemed good at the time.


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