What help-desk tool do you recommend?
I'm working on a small service company, and they need a good tool for resolving custumer issues. I've been using Kayako Suite and we are not very satisfied.
+4
A:
It really depends on what your requirements are - a good list of open-source products exists at http://www.opensourcehelpdesklist.com/
Products exist along a broad spectrum, so you will need to decide whether you want a very simple product with minimal setup or whether you want more advanced features such as email support.
I have used a few products, RT (http://www.bestpractical.com/rt/) I found to be very useful as it had full email support (users could respond to emails which were automatically logged in the system) and allowed you to maintain distinct queues for different products. Tickets can be set to a variety of status's (and reopened via email), with a decent reporting framework built in. This probably requires a little more system administration / overhead then other simpler systems.
At the simpler end I have used Liberium (http://liberum.org/Default.aspx), which is a simple system (with limited email support), although we needed to customise it quite significantly to get it to meet our needs (this included fixing a few bugs in the release as well).
Chris
2009-02-12 10:34:48
100% and completely Amen.
christian studer
2009-02-12 10:57:52
Do you use it as an issue management software or just as a remote access tool?
dwich
2010-07-17 22:07:07
A:
At my companay we use OnTime 2009. It's not free, but it's easy to use and robust software.
Chad
2009-09-01 12:34:45
A:
I've only used BridgeTrak, but I don't recommend it. It's powerful but very clunky and the web version is unusable.
Eric Nicholson
2009-09-01 12:38:48
+1
A:
You may want to try Vision Helpdesk Vision helpdesk is much better than Kayako and has some advance features to manage multiple companies with one installation.
We highly recommend Vision Helpdesk.
Infrenion
2010-01-05 05:54:32
A:
You may use Malcan Workflow for SharePoint ( http://malcan.com ) and within minutes you may build complex workflows. Helpdesk solution is available for free on MWS.
Karol
2010-04-30 08:19:56
A:
I've found Trellis Desk to be a great simple help desk. It's not FOSS, but the code is supplied and it's free to use if a credit is included (or a small one off fee to remove it).
It's easy to install and get up and running, though some of the more advanced features such as starting tickets by email or responding to tickets by email need to be configured in a certain way.
It has most features I needed with the exception of a WYSIWYG editor or file uploads for guest tickets (e.g. tickets submitted without a login) but these can be used by logged in users.
I also found it fairly easy to edit the code to my requirements e.g. to prevent it from asking users to select a department.
Loftx
2010-07-15 13:43:39
A:
We are using VisionProject and are really satisfied. They have a brilliant solution for SLA management, with possibilities to combine a lot of different kinds of SLAs into the same contract. Also, this is an extremely user friendly solution and possible to configure to only show exactly what you wish to see.
MattPro
2010-09-13 12:57:37
+2
A:
CodeSmith Insight is a help desk software with advanced application integration. It can handle your emails and user feedback, as well as your applications error and crash reports. Everything is in one place and you can reply to an error report just as easily as you can reply to an email.
tdupont
2010-10-14 18:46:06
A:
I recommend you to use AJ Helpdesk SAAS which is the web based helpdesk software with robust ticket support.And AJ helpdesk is providing the lifetime free plan.