Vista Ticketing System
Hi, A god and well organized ticketing software is always expensive and takes time to learn how to use it. In a lot of cases it can be a bigger problem than solving the Help Desk problems.
It may be too demanding or it may need a lot of time to fulfill the incident info in the DB of the software. What I would recommend is going step by step and in that case you can see what fit's you best and then takes the necessary steps to implement it. For start check the Office Template for tracking Calls. You can modify it so it can fit your needs better but it is also nice out of the box solution which will at least identify your bottlenecks and / or weak spots. Hello, for a small one i suggest to create your own Access database for your special needs. We have used one in the past and that was really enough, even with 300 people. (Unfortunal i don't have it anymore) We used just small infos about names, offices, telephone, email, problem description field, call numbering and solution.
Of course you can also add fields for serial numbers hardware descriptions etc. Etc.Best regardsMeinolf WeberDisclaimer: This posting is provided 'AS IS' with no warranties, and confersno rights. We use a product called Alloy Navigator. It has a few issues and a few limitations, but overall it does the job. Provides for tickets in the following categories: Incidents, Problems, Change Requests, Work Orders, and Projects.
You can build out a knowledge base, and there is a web portal for your users to submit tickets, check status, and browse the KB. Also provides a place to store info on your service offerings and SLAs. Does active asset management (hardware/software inventory), we have it setup to inventory each time someone logs in. Will also let you track software licenses and purchase orders. The reporting system requires you to purchase a crystal reports module from them, but then you can generate a lot of different reports. My biggest wish would be a better equipment checkout system. Doug Evans IT Manager Association of Washington Cities.
Hi, based on my experiences, it is never good idea to choose solution before you know what is important for your business. Therefore I would recommend you will have a look at SysAid Helpdesk software (free) or Mantis (free).
Once you know which features are important for you, it is pretty easy to choose from wide range of commercial products (and maybe you will realize that you don't even need it). Also an option would be to use web-based helpdesk system - my personal favorite is Unfuddle.
Trouble Ticketing System
LawFirmIT,I used to be service desk manager and have implemented multiple service desks.Numara Software's Track-IT is an application that I would recommend for small to medium sized operations. It's relatively inexpensive, very easy to implement, and has great tracking and reporting features.You'll get all the features that you'd expect from a Helpdesk package, and the communication and orginization that is needed to properly run a Helpdesk. Web access, self service, reporting, root cause analysis, inventory, purchasing or budget tracking,contacts, email, etc. I highly recommend it.If your organization has SharePoint (and if you don't have a budget to buy new software), and you have an Admin or Dev that can work with you, I would then recommend using SharePoint to setup a solution tailored to your needs.Best regards,JonathanSharePoint Architect.