Helpdesks are often the first tier of technical support. A typical Helpdesk receives calls or self-service style requests for assistance and services its customers remotely rather than traveling and working face to face.

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1answer
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Web page generating error on SQL stored procedure [closed]

I am a total newbie to SQL. I am a networking specialist so like most smaller IT positions I kind of got this problem dropped into my lap. I have been able to pinpoint some issue through event logs ...
0
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1answer
27 views

out of office exception

We're using trackit for our helpdesk. Our problem is, that as soon as trackit sends a mail to a user about e.g. the progress of a ticket (closed, resolved and so on) and the recipient has configured ...
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2answers
3k views

WordPress-based ticketing systems? [closed]

I have been asked to set up a ticketing/help desk system for a small nonprofit. Our server runs Debian GNU/Linux. Because we already have WordPress installed and plan to exploit it heavily going ...
2
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1answer
10k views

Best open-source HelpDesk software? [closed]

Good morning, I'm currently researching 3 different open-source HelpDesk solutions, and am interesting in hearing your experiences with them, to help me decide which to implement in a small-sized IT ...
3
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10answers
784 views

HelpDesk software suggestions [closed]

I'm looking for a very solid, ideally Web 2.0 Help Desk software for my IT service company. I've looked at various options, including Help Spot & Zendesk, however none of them really 'tick' the ...
2
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4answers
330 views

Network install all versions of windows for univeristy IT help desk [closed]

I work at the help desk for students, faculty and staff at a large university. As part of our daily operations we see ourselves installing every version of windows (xp, vista, 7; both 32 and 64 bit of ...
11
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7answers
324 views

What features to you like to see in a help desk product? [closed]

This question is for the professional sys admins and desktop support folks. Sorry developers...you can go talk about bug tracking on Stack Overflow. What type of features or functionally do you like ...
0
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3answers
535 views

What are some good hosted issue tracking systems for non-developers? [closed]

This question is similar to Good Open Source issue tracking systems for non-developers but in our case, we would prefer a hosted solution. The users are end-users, on the low end of computer ...
6
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3answers
1k views

Spiceworks versus Request Tracker? [closed]

We currently utilize Request Tracker for help desk ticketing, we utilize Spiceworks for asset inventorying. I am pondering whether it might be worthwhile to move from RT to Spiceworks for help desk as ...
19
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9answers
20k views

Good free Helpdesk software? [closed]

looking for good free or open-source Help Desk software. And by Help Desk Software I don't mean development issue tracking (which is slightly different), I mean software that is optimised towards ...
2
votes
1answer
565 views

Open-source HelpDesk solution for Windows? [closed]

I'm looking for an open-source HelpDesk solution with the following features: CAS or direct AD integration Different priorities for different tickets KB generation (from tickets and manually) Email ...
10
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11answers
4k views

Inexpensive Remote Assistance software? [closed]

Any recommendations for Remote Assistance software that does not require firewall modification for clients? To assist client with software problems and perform training, we currently use a tool ...
1
vote
2answers
246 views

Help desk software - specific feature needed [closed]

I am having a hard time finding help desk software that allows for drop down hyperlink selection during ticket creation. The situation is that we do external support for client systems and connect ...
0
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2answers
143 views

Has anyone seen this Issue Tracking software feature before? [closed]

We're looking to get some software written if we can't find one on the market. Has anyone ever seen Issue Tracking Software that allows the user to log their own issue on a website? One where they ...
4
votes
8answers
646 views

Ho do you view all your monitoring software [closed]

In my office I have all our monitoring tools setup and working great, but I dont have an easy way to view them. I have a large TV in my office plugged into an old PC that has my nagios status page ...
0
votes
1answer
545 views

Mail ticket system for suport / helpdesk with IMAP SSL suport (certificates) [closed]

I have been looking for some helpdesk (OpenSource or free) that I can use with the support of IMAP mail with SSL and certificates. If is coded in PHP all will be easier (for me). I've tried "eTicket ...
2
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6answers
2k views

What Trouble Ticket system would you recommend? [duplicate]

Possible Duplicate: What are some good web based trouble ticket systems? Hi I am looking for a simple trouble ticketing system for my small software development company. It should be web based,...
4
votes
5answers
538 views

How to manage Infrastructure projects vs Helpdesk [closed]

In pretty much any IT dept that manages a network, you have to find a way to balance time between Helpdesk calls (frequent, simple things like 'I cant print') and longer term infrastructure projects (...
3
votes
6answers
12k views

Best practices for helpdesk/ticketing system category trees [closed]

Has anyone who's ever configured a helpdesk/ticketing system ever been through the same iterative process around creating the "right" ticket categories? Revision 1: Infrastructure Server Citrix ...
3
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3answers
3k views

What are the best tools for implementing ITIL? [closed]

If you have implemented ITIL into your company's IT Service Management processes, what tools have you found to provide the smoothest transition, to manage the processes best and to provide the best ...