Re: Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?

[Angus Scott-Fleming]

On 8 Aug 2012 at 21:55, Scot Parsons  wrote:

> This might be an option; although they don't officially support Safari. They
> say Safari users report good results. Might be worth testing. 
> 
> http://www.spiceworks.com/free-help-desk-software/

FWIW I use SpiceWorks ... probably not as effectively as I could, but it's good 
and free (ad supported, but any decent adblocker can prevent the flashy crap on 
the side).

A

--
Angus Scott-Fleming
GeoApps, Tucson, Arizona
1-520-290-5038
Security Blog: http://geoapps.com/





~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~   ~

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RE: Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?

[Erik Goldoff]

Thanks, this particular part of the school has no ticketing system, they're 
starting their own online training (school of public health) separate from the 
rest of the university.

-Original Message-
From: Kurt Buff [mailto:kurt.b...@gmail.com] 
Sent: Wednesday, August 08, 2012 8:37 PM
To: NT System Admin Issues
Subject: Re: Open Source/Free Helpdesk Software with Knowledgebase/FAQ 
capability ?

BTW - don't know if it makes any difference to you, but RT does have a book 
published on it - it's referenced on the page at http://bestpractical.com, the 
home of RT. Of course, the book was published in 2005, so it's a bit dated, I'm 
sure, but if I were going into a place with no ticketing system, RT is what I'd 
start.with.

Kurt

On Wed, Aug 8, 2012 at 4:56 PM, Erik Goldoff  wrote:
> Thanks Ben
>
> -Original Message-
> From: Ben Scott [mailto:mailvor...@gmail.com]
> Sent: Wednesday, August 08, 2012 2:05 PM
> To: NT System Admin Issues
> Subject: Re: Open Source/Free Helpdesk Software with Knowledgebase/FAQ 
> capability ?
>
> On Tue, Aug 7, 2012 at 3:38 PM, Erik Goldoff  wrote:
>> Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?
>
>   The two big ones in this space are Request Tracker
> (http://bestpractical.com/rt/) and OTRS (http://www.otrs.com/).  The 
> later is used by the Wikipedia people.
>
>   I don't have recent experience with either, although many years ago 
> I worked at a place using RT with purported success (but I wasn't 
> involved with that part of the org).  One of RT's big selling points 
> at the time was it could be done entirely with email as the UI, if one so 
> desired.
>
> -- Ben
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ 
> <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin
>
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ 
> <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here: 
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin

~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ 
<http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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http://lyris.sunbelt-software.com/read/my_forums/
or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin


~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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RE: Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?

[Scot Parsons]

This might be an option; although they don't officially support Safari. They 
say Safari users report good results. Might be worth testing. 

http://www.spiceworks.com/free-help-desk-software/


-Original Message-
From: Kurt Buff [mailto:kurt.b...@gmail.com] 
Sent: Wednesday, August 08, 2012 8:37 PM
To: NT System Admin Issues
Subject: Re: Open Source/Free Helpdesk Software with Knowledgebase/FAQ 
capability ?

BTW - don't know if it makes any difference to you, but RT does have a book 
published on it - it's referenced on the page at http://bestpractical.com, the 
home of RT. Of course, the book was published in 2005, so it's a bit dated, I'm 
sure, but if I were going into a place with no ticketing system, RT is what I'd 
start.with.

Kurt

On Wed, Aug 8, 2012 at 4:56 PM, Erik Goldoff  wrote:
> Thanks Ben
>
> -Original Message-
> From: Ben Scott [mailto:mailvor...@gmail.com]
> Sent: Wednesday, August 08, 2012 2:05 PM
> To: NT System Admin Issues
> Subject: Re: Open Source/Free Helpdesk Software with Knowledgebase/FAQ 
> capability ?
>
> On Tue, Aug 7, 2012 at 3:38 PM, Erik Goldoff  wrote:
>> Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?
>
>   The two big ones in this space are Request Tracker
> (http://bestpractical.com/rt/) and OTRS (http://www.otrs.com/).  The 
> later is used by the Wikipedia people.
>
>   I don't have recent experience with either, although many years ago 
> I worked at a place using RT with purported success (but I wasn't 
> involved with that part of the org).  One of RT's big selling points 
> at the time was it could be done entirely with email as the UI, if one so 
> desired.
>
> -- Ben
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ 
> <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin
>
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ 
> <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here: 
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin

~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ 
<http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here: 
http://lyris.sunbelt-software.com/read/my_forums/
or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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Re: Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?

[Kurt Buff]

BTW - don't know if it makes any difference to you, but RT does have a
book published on it - it's referenced on the page at
http://bestpractical.com, the home of RT. Of course, the book was
published in 2005, so it's a bit dated, I'm sure, but if I were going
into a place with no ticketing system, RT is what I'd start.with.

Kurt

On Wed, Aug 8, 2012 at 4:56 PM, Erik Goldoff  wrote:
> Thanks Ben
>
> -Original Message-
> From: Ben Scott [mailto:mailvor...@gmail.com]
> Sent: Wednesday, August 08, 2012 2:05 PM
> To: NT System Admin Issues
> Subject: Re: Open Source/Free Helpdesk Software with Knowledgebase/FAQ
> capability ?
>
> On Tue, Aug 7, 2012 at 3:38 PM, Erik Goldoff  wrote:
>> Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?
>
>   The two big ones in this space are Request Tracker
> (http://bestpractical.com/rt/) and OTRS (http://www.otrs.com/).  The later
> is used by the Wikipedia people.
>
>   I don't have recent experience with either, although many years ago I
> worked at a place using RT with purported success (but I wasn't involved
> with that part of the org).  One of RT's big selling points at the time was
> it could be done entirely with email as the UI, if one so desired.
>
> -- Ben
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~
> <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin
>
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here: 
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here: 
http://lyris.sunbelt-software.com/read/my_forums/
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RE: Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?

[Erik Goldoff]

Thanks Ben

-Original Message-
From: Ben Scott [mailto:mailvor...@gmail.com] 
Sent: Wednesday, August 08, 2012 2:05 PM
To: NT System Admin Issues
Subject: Re: Open Source/Free Helpdesk Software with Knowledgebase/FAQ
capability ?

On Tue, Aug 7, 2012 at 3:38 PM, Erik Goldoff  wrote:
> Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?

  The two big ones in this space are Request Tracker
(http://bestpractical.com/rt/) and OTRS (http://www.otrs.com/).  The later
is used by the Wikipedia people.

  I don't have recent experience with either, although many years ago I
worked at a place using RT with purported success (but I wasn't involved
with that part of the org).  One of RT's big selling points at the time was
it could be done entirely with email as the UI, if one so desired.

-- Ben

~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~
<http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here:
http://lyris.sunbelt-software.com/read/my_forums/
or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin


~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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Re: Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?

[Ben Scott]

On Tue, Aug 7, 2012 at 3:38 PM, Erik Goldoff  wrote:
> Open Source/Free Helpdesk Software with
> Knowledgebase/FAQ capability ?

  The two big ones in this space are Request Tracker
(http://bestpractical.com/rt/) and OTRS (http://www.otrs.com/).  The
later is used by the Wikipedia people.

  I don't have recent experience with either, although many years ago
I worked at a place using RT with purported success (but I wasn't
involved with that part of the org).  One of RT's big selling points
at the time was it could be done entirely with email as the UI, if one
so desired.

-- Ben

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here: 
http://lyris.sunbelt-software.com/read/my_forums/
or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin

Re: Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?

[Erik Goldoff]

thanks, I think they omit the KB feature from the free version, but I will
dig more to find out for sure.

On Wed, Aug 8, 2012 at 6:16 AM, Rene de Haas  wrote:

> They have a free version
> http://www.sysaid.com/free-help-desk-software.htm
>
>
> On Wed, Aug 8, 2012 at 11:31 AM, Erik Goldoff  wrote:
>
>>  Doesn’t look to be Open Source/Free tho’  L
>>
>> ** **
>>
>> *From:* David Lum [mailto:david@nwea.org]
>> *Sent:* Tuesday, August 07, 2012 4:50 PM
>> *To:* NT System Admin Issues
>> *Subject:* RE: Open Source/Free Helpdesk Software with Knowledgebase/FAQ
>> capability ?
>>
>> ** **
>>
>> Sysaid works if it’s a small shop.
>>
>> ** **
>>
>> Dave
>>
>> ** **
>>
>> *From:* Erik Goldoff [mailto:egold...@gmail.com]
>> *Sent:* Tuesday, August 07, 2012 12:54 PM
>> *To:* NT System Admin Issues
>> *Subject:* Re: Open Source/Free Helpdesk Software with Knowledgebase/FAQ
>> capability ?
>>
>> ** **
>>
>> thanks
>>
>>
>>
>>  
>>
>> On Tue, Aug 7, 2012 at 3:47 PM, Shawn Everett  wrote:**
>> **
>>
>> We use Request Tracker with great success.
>>
>> Shawn
>>
>> > I know in the past that help desk software has been discussed.  I have a
>> > friend in the state university system here that is looking for a help
>> desk
>> > system for an online learning project they're about to launch.  The
>> launch
>> > is small, about 20 students but will grow by January to a full offering.
>> > She's seen a proposal by zendesk.com, but wondering if any of you knew
>> of
>> > an Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability
>> ?
>> > They'll have both Mac and Windows clients, and the FAQ/Knowledgebase
>> > should
>> > be able to grow with general info, not just on the online learning
>> Moodle
>> > tool, and possibly link to publisher's own KB too ( Apple, Microsoft,
>> etc)
>> >
>> > Since there is a wonderful breadth of experience here, I wondered if
>> > anyone
>> > could share their insight on what worked very well for them, or what to
>> > run
>> > away from without looking back, versus just a google search on products
>> > spec.
>> >
>> > Thanks
>> >
>> > ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
>> > ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>> >
>> > ---
>> > To manage subscriptions click here:
>> > http://lyris.sunbelt-software.com/read/my_forums/
>> > or send an email to listmana...@lyris.sunbeltsoftware.com
>> > with the body: unsubscribe ntsysadmin
>>
>>
>>
>> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
>> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>>
>> ---
>> To manage subscriptions click here:
>> http://lyris.sunbelt-software.com/read/my_forums/
>> or send an email to listmana...@lyris.sunbeltsoftware.com
>> with the body: unsubscribe ntsysadmin
>>
>> ** **
>>
>> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
>> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>>
>> ---
>> To manage subscriptions click here:
>> http://lyris.sunbelt-software.com/read/my_forums/
>> or send an email to listmana...@lyris.sunbeltsoftware.com
>> with the body: unsubscribe ntsysadmin
>>
>> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
>> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>>
>> ---
>> To manage subscriptions click here:
>> http://lyris.sunbelt-software.com/read/my_forums/
>> or send an email to listmana...@lyris.sunbeltsoftware.com
>> with the body: unsubscribe ntsysadmin
>>
>> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
>> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>>
>> ---
>> To manage subscriptions click here:
>> http://lyris.sunbelt-software.com/read/my_forums/
>> or send an email to listmana...@lyris.sunbeltsoftware.com
>> with the body: unsubscribe ntsysadmin
>>
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin
>

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here: 
http://lyris.sunbelt-software.com/read/my_forums/
or send an email to listmana...@lyris.sunbeltsoftware.com
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Re: Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?

[Rene de Haas]

They have a free version
http://www.sysaid.com/free-help-desk-software.htm


On Wed, Aug 8, 2012 at 11:31 AM, Erik Goldoff  wrote:

> Doesn’t look to be Open Source/Free tho’  L
>
> ** **
>
> *From:* David Lum [mailto:david@nwea.org]
> *Sent:* Tuesday, August 07, 2012 4:50 PM
> *To:* NT System Admin Issues
> *Subject:* RE: Open Source/Free Helpdesk Software with Knowledgebase/FAQ
> capability ?
>
> ** **
>
> Sysaid works if it’s a small shop.
>
> ** **
>
> Dave
>
> ** **
>
> *From:* Erik Goldoff [mailto:egold...@gmail.com]
> *Sent:* Tuesday, August 07, 2012 12:54 PM
> *To:* NT System Admin Issues
> *Subject:* Re: Open Source/Free Helpdesk Software with Knowledgebase/FAQ
> capability ?
>
> ** **
>
> thanks
>
>
>
>  
>
> On Tue, Aug 7, 2012 at 3:47 PM, Shawn Everett  wrote:***
> *
>
> We use Request Tracker with great success.
>
> Shawn
>
> > I know in the past that help desk software has been discussed.  I have a
> > friend in the state university system here that is looking for a help
> desk
> > system for an online learning project they're about to launch.  The
> launch
> > is small, about 20 students but will grow by January to a full offering.
> > She's seen a proposal by zendesk.com, but wondering if any of you knew
> of
> > an Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?
> > They'll have both Mac and Windows clients, and the FAQ/Knowledgebase
> > should
> > be able to grow with general info, not just on the online learning Moodle
> > tool, and possibly link to publisher's own KB too ( Apple, Microsoft,
> etc)
> >
> > Since there is a wonderful breadth of experience here, I wondered if
> > anyone
> > could share their insight on what worked very well for them, or what to
> > run
> > away from without looking back, versus just a google search on products
> > spec.
> >
> > Thanks
> >
> > ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> > ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
> >
> > ---
> > To manage subscriptions click here:
> > http://lyris.sunbelt-software.com/read/my_forums/
> > or send an email to listmana...@lyris.sunbeltsoftware.com
> > with the body: unsubscribe ntsysadmin
>
>
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin
>
> ** **
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin
>

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here: 
http://lyris.sunbelt-software.com/read/my_forums/
or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin

RE: Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?

[Erik Goldoff]

Doesn't look to be Open Source/Free tho'  L

 

From: David Lum [mailto:david@nwea.org] 
Sent: Tuesday, August 07, 2012 4:50 PM
To: NT System Admin Issues
Subject: RE: Open Source/Free Helpdesk Software with Knowledgebase/FAQ
capability ?

 

Sysaid works if it's a small shop.

 

Dave

 

From: Erik Goldoff [mailto:egold...@gmail.com] 
Sent: Tuesday, August 07, 2012 12:54 PM
To: NT System Admin Issues
Subject: Re: Open Source/Free Helpdesk Software with Knowledgebase/FAQ
capability ?

 

thanks



 

On Tue, Aug 7, 2012 at 3:47 PM, Shawn Everett  wrote:

We use Request Tracker with great success.

Shawn

> I know in the past that help desk software has been discussed.  I have a
> friend in the state university system here that is looking for a help desk
> system for an online learning project they're about to launch.  The launch
> is small, about 20 students but will grow by January to a full offering.
> She's seen a proposal by zendesk.com <http://zendesk.com/> , but wondering
if any of you knew of
> an Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?
> They'll have both Mac and Windows clients, and the FAQ/Knowledgebase
> should
> be able to grow with general info, not just on the online learning Moodle
> tool, and possibly link to publisher's own KB too ( Apple, Microsoft, etc)
>
> Since there is a wonderful breadth of experience here, I wondered if
> anyone
> could share their insight on what worked very well for them, or what to
> run
> away from without looking back, versus just a google search on products
> spec.
>
> Thanks
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin



~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here:
http://lyris.sunbelt-software.com/read/my_forums/
or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin

 

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here:
http://lyris.sunbelt-software.com/read/my_forums/
or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here:
http://lyris.sunbelt-software.com/read/my_forums/
or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin


~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here: 
http://lyris.sunbelt-software.com/read/my_forums/
or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin

RE: Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?

[Erik Goldoff]

Thanks !

 

From: David Lum [mailto:david@nwea.org] 
Sent: Tuesday, August 07, 2012 4:50 PM
To: NT System Admin Issues
Subject: RE: Open Source/Free Helpdesk Software with Knowledgebase/FAQ
capability ?

 

Sysaid works if it's a small shop.

 

Dave

 

From: Erik Goldoff [mailto:egold...@gmail.com] 
Sent: Tuesday, August 07, 2012 12:54 PM
To: NT System Admin Issues
Subject: Re: Open Source/Free Helpdesk Software with Knowledgebase/FAQ
capability ?

 

thanks



 

On Tue, Aug 7, 2012 at 3:47 PM, Shawn Everett  wrote:

We use Request Tracker with great success.

Shawn

> I know in the past that help desk software has been discussed.  I have a
> friend in the state university system here that is looking for a help desk
> system for an online learning project they're about to launch.  The launch
> is small, about 20 students but will grow by January to a full offering.
> She's seen a proposal by zendesk.com <http://zendesk.com/> , but wondering
if any of you knew of
> an Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?
> They'll have both Mac and Windows clients, and the FAQ/Knowledgebase
> should
> be able to grow with general info, not just on the online learning Moodle
> tool, and possibly link to publisher's own KB too ( Apple, Microsoft, etc)
>
> Since there is a wonderful breadth of experience here, I wondered if
> anyone
> could share their insight on what worked very well for them, or what to
> run
> away from without looking back, versus just a google search on products
> spec.
>
> Thanks
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin



~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

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~ Finally, powerful endpoint security that ISN'T a resource hog! ~
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~ Finally, powerful endpoint security that ISN'T a resource hog! ~
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RE: Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?

[David Lum]

Sysaid works if it's a small shop.

Dave

From: Erik Goldoff [mailto:egold...@gmail.com]
Sent: Tuesday, August 07, 2012 12:54 PM
To: NT System Admin Issues
Subject: Re: Open Source/Free Helpdesk Software with Knowledgebase/FAQ 
capability ?

thanks



On Tue, Aug 7, 2012 at 3:47 PM, Shawn Everett 
mailto:sh...@tandac.com>> wrote:
We use Request Tracker with great success.

Shawn

> I know in the past that help desk software has been discussed.  I have a
> friend in the state university system here that is looking for a help desk
> system for an online learning project they're about to launch.  The launch
> is small, about 20 students but will grow by January to a full offering.
> She's seen a proposal by zendesk.com<http://zendesk.com/>, but wondering if 
> any of you knew of
> an Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?
> They'll have both Mac and Windows clients, and the FAQ/Knowledgebase
> should
> be able to grow with general info, not just on the online learning Moodle
> tool, and possibly link to publisher's own KB too ( Apple, Microsoft, etc)
>
> Since there is a wonderful breadth of experience here, I wondered if
> anyone
> could share their insight on what worked very well for them, or what to
> run
> away from without looking back, versus just a google search on products
> spec.
>
> Thanks
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to 
> listmana...@lyris.sunbeltsoftware.com<mailto:listmana...@lyris.sunbeltsoftware.com>
> with the body: unsubscribe ntsysadmin



~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here: 
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~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

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Re: Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?

[Erik Goldoff]

thanks



On Tue, Aug 7, 2012 at 3:47 PM, Shawn Everett  wrote:

> We use Request Tracker with great success.
>
> Shawn
>
> > I know in the past that help desk software has been discussed.  I have a
> > friend in the state university system here that is looking for a help
> desk
> > system for an online learning project they're about to launch.  The
> launch
> > is small, about 20 students but will grow by January to a full offering.
> > She's seen a proposal by zendesk.com, but wondering if any of you knew
> of
> > an Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?
> > They'll have both Mac and Windows clients, and the FAQ/Knowledgebase
> > should
> > be able to grow with general info, not just on the online learning Moodle
> > tool, and possibly link to publisher's own KB too ( Apple, Microsoft,
> etc)
> >
> > Since there is a wonderful breadth of experience here, I wondered if
> > anyone
> > could share their insight on what worked very well for them, or what to
> > run
> > away from without looking back, versus just a google search on products
> > spec.
> >
> > Thanks
> >
> > ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> > ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
> >
> > ---
> > To manage subscriptions click here:
> > http://lyris.sunbelt-software.com/read/my_forums/
> > or send an email to listmana...@lyris.sunbeltsoftware.com
> > with the body: unsubscribe ntsysadmin
>
>
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin
>

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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Re: Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?

[Shawn Everett]

We use Request Tracker with great success.

Shawn

> I know in the past that help desk software has been discussed.  I have a
> friend in the state university system here that is looking for a help desk
> system for an online learning project they're about to launch.  The launch
> is small, about 20 students but will grow by January to a full offering.
> She's seen a proposal by zendesk.com, but wondering if any of you knew of
> an Open Source/Free Helpdesk Software with Knowledgebase/FAQ capability ?
> They'll have both Mac and Windows clients, and the FAQ/Knowledgebase
> should
> be able to grow with general info, not just on the online learning Moodle
> tool, and possibly link to publisher's own KB too ( Apple, Microsoft, etc)
>
> Since there is a wonderful breadth of experience here, I wondered if
> anyone
> could share their insight on what worked very well for them, or what to
> run
> away from without looking back, versus just a google search on products
> spec.
>
> Thanks
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin



~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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Re: Helpdesk software

[Angus Scott-Fleming]

On 25 May 2011 at 10:22, James Rankin wrote:

> I seem to remember SpiceWorks has a helpdesk side to it

It does, and it's free (ad-supported, but AdBlock Plus can be configured to 
block the ads ;-))


~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~   ~

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RE: Helpdesk software

[Löffler Thomas J .]

http://www.cape-it.de/products.html based on OTRS.

Cheers, Thomas

 t.j. loeffler __
   swiss federal institute of technology
   department of earth sciences
   institute of geology
   universitaetsstrasse 6, CAB E 10.4
   8092 zurich, switzerland
   +41 44 632 5696 phone
044 658 3311 Polyphone
  __
__ www.erdw.ethz.ch<http://www.erdw.ethz.ch/> __

From: Mark Robinson [mailto:mark.robin...@cips.org]
Sent: Wednesday, May 25, 2011 11:18 AM
To: NT System Admin Issues
Subject: Helpdesk software

Hi all,

I am currently going through a make v buy exercise on incident logging / 
helpdesk software to ascertain which will be the most cost-effective.

Are there any recommendations for a cheap helpdesk solution that will enable 
users to log calls via a web browser interface, will allow assignation of calls 
to various different resources i.e. Support Analysts and will also allow the 
setting up of SLA's and reporting of performance against those SLA's?

Many thanks,

Mark

IMPORTANT INFORMATION


Internet communications are not secure and therefore CIPS does not accept legal 
responsibility for the contents of any e-mail message sent via this medium. The 
content of any e-mail communication is the view of the individual and CIPS does 
not accept legal liability for the contents. Although this message and any 
attachments are believed to be free of virus or other defect that might affect 
any computer system into which it is received and opened, it is the 
responsibility of the recipient to ensure that it is virus free and no 
responsibility is accepted by CIPS for any loss or damage in any way arising 
from its use.




--
Scanned by iCritical.


~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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Re: Helpdesk software

[Rene de Haas]

How about OTRS, it's free.

<http://otrs.org/>

Haven't used it myself.

On Wed, May 25, 2011 at 9:18 AM, Mark Robinson wrote:

> Hi all,
>
>
>
> I am currently going through a make v buy exercise on incident logging /
> helpdesk software to ascertain which will be the most cost-effective.
>
>
>
> Are there any recommendations for a *cheap* helpdesk solution that will
> enable users to log calls via a web browser interface, will allow
> assignation of calls to various different resources i.e. Support Analysts
> and will also allow the setting up of SLA’s and reporting of performance
> against those SLA’s?
>
>
>
> Many thanks,
>
>
> Mark
>
> IMPORTANT INFORMATION
>
>
> Internet communications are not secure and therefore CIPS does not accept
> legal responsibility for the contents of any e-mail message sent via this
> medium. The content of any e-mail communication is the view of the
> individual and CIPS does not accept legal liability for the contents.
> Although this message and any attachments are believed to be free of virus
> or other defect that might affect any computer system into which it is
> received and opened, it is the responsibility of the recipient to ensure
> that it is virus free and no responsibility is accepted by CIPS for any loss
> or damage in any way arising from its use.
>
>
>
> --
> Scanned by iCritical.
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin
>

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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Re: Helpdesk software

[Jonathan]

You could try TSC2 from Servantix. Not free, but very inexpensive. I used it
for a while at my last gig until we outsourced our Help Desk.

http://www.servantix.com/

<http://www.servantix.com/>HTH,

Jonathan, A+, MCSA, MCSE

On Wed, May 25, 2011 at 12:53 PM, Kurt Buff  wrote:

> Fair enough.
>
> On Wed, May 25, 2011 at 09:45, Andrew S. Baker  wrote:
> > Many things, including the horrid search and the way it handles emails
> sent
> > to the list.
> > The dev team is fine with it -- partially, anyway, since they use TFS
> > internally for their work items -- but for systems incident management it
> is
> > not so cool.   I preferred JIRA to RT, but SysAid is even better.
> >
> >
> >
> > ASB (Professional Bio)
> > Harnessing the Advantages of Technology for the SMB market...
> >
> >
> >
> >
> > On Wed, May 25, 2011 at 12:41 PM, Kurt Buff  wrote:
> >>
> >> What don't you like about RT?
> >>
> >> On Wed, May 25, 2011 at 07:42, Andrew S. Baker 
> wrote:
> >> > Ah... Spelling is fundamental.
> >> > Well, I use RT today, and I'm not that impressed with it.  The SysAid
> >> > stuff
> >> > is much better, IMO
> >> >
> >> >
> >> >
> >> > ASB (Professional Bio)
> >> > Harnessing the Advantages of Technology for the SMB market...
> >> >
> >> >
> >> >
> >> >
> >> > On Wed, May 25, 2011 at 10:35 AM, James Rankin  >
> >> > wrote:
> >> >>
> >> >> Maybe this
> >> >>
> >> >> http://www.bestpractical.com/
> >> >>
> >> >> On 25 May 2011 15:31, Andrew S. Baker  wrote:
> >> >>>
> >> >>> Um... What are you linking to?
> >> >>>
> >> >>>
> >> >>>
> >> >>> ASB (Professional Bio)
> >> >>> Harnessing the Advantages of Technology for the SMB market...
> >> >>>
> >> >>>
> >> >>>
> >> >>>
> >> >>> On Wed, May 25, 2011 at 10:19 AM, Kurt Buff 
> >> >>> wrote:
> >> >>>>
> >> >>>> Free is my favorite price, if the product does what I want:
> >> >>>>
> >> >>>> http://www.bestpratical.com/rt
> >> >>>>
> >> >>>> Kurt
> >> >>>>
> >> >>>> On Wed, May 25, 2011 at 02:18, Mark Robinson <
> mark.robin...@cips.org>
> >> >>>> wrote:
> >> >>>> > Hi all,
> >> >>>> >
> >> >>>> >
> >> >>>> >
> >> >>>> > I am currently going through a make v buy exercise on incident
> >> >>>> > logging
> >> >>>> > /
> >> >>>> > helpdesk software to ascertain which will be the most
> >> >>>> > cost-effective.
> >> >>>> >
> >> >>>> >
> >> >>>> >
> >> >>>> > Are there any recommendations for a cheap helpdesk solution that
> >> >>>> > will
> >> >>>> > enable
> >> >>>> > users to log calls via a web browser interface, will allow
> >> >>>> > assignation
> >> >>>> > of
> >> >>>> > calls to various different resources i.e. Support Analysts and
> will
> >> >>>> > also
> >> >>>> > allow the setting up of SLA’s and reporting of performance
> against
> >> >>>> > those
> >> >>>> > SLA’s?
> >> >>>> >
> >> >>>> >
> >> >>>> >
> >> >>>> > Many thanks,
> >> >>>> >
> >> >>>> > Mark
> >> >
> >
> > ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> > ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
> >
> > ---
> > To manage subscriptions click here:
> > http://lyris.sunbelt-software.com/read/my_forums/
> > or send an email to listmana...@lyris.sunbeltsoftware.com
> > with the body: unsubscribe ntsysadmin
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin
>
>


-- 
Jonathan, A+, MCSA, MCSE

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

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Re: Helpdesk software

[Kurt Buff]

Fair enough.

On Wed, May 25, 2011 at 09:45, Andrew S. Baker  wrote:
> Many things, including the horrid search and the way it handles emails sent
> to the list.
> The dev team is fine with it -- partially, anyway, since they use TFS
> internally for their work items -- but for systems incident management it is
> not so cool.   I preferred JIRA to RT, but SysAid is even better.
>
>
>
> ASB (Professional Bio)
> Harnessing the Advantages of Technology for the SMB market...
>
>
>
>
> On Wed, May 25, 2011 at 12:41 PM, Kurt Buff  wrote:
>>
>> What don't you like about RT?
>>
>> On Wed, May 25, 2011 at 07:42, Andrew S. Baker  wrote:
>> > Ah... Spelling is fundamental.
>> > Well, I use RT today, and I'm not that impressed with it.  The SysAid
>> > stuff
>> > is much better, IMO
>> >
>> >
>> >
>> > ASB (Professional Bio)
>> > Harnessing the Advantages of Technology for the SMB market...
>> >
>> >
>> >
>> >
>> > On Wed, May 25, 2011 at 10:35 AM, James Rankin 
>> > wrote:
>> >>
>> >> Maybe this
>> >>
>> >> http://www.bestpractical.com/
>> >>
>> >> On 25 May 2011 15:31, Andrew S. Baker  wrote:
>> >>>
>> >>> Um... What are you linking to?
>> >>>
>> >>>
>> >>>
>> >>> ASB (Professional Bio)
>> >>> Harnessing the Advantages of Technology for the SMB market...
>> >>>
>> >>>
>> >>>
>> >>>
>> >>> On Wed, May 25, 2011 at 10:19 AM, Kurt Buff 
>> >>> wrote:
>> >>>>
>> >>>> Free is my favorite price, if the product does what I want:
>> >>>>
>> >>>> http://www.bestpratical.com/rt
>> >>>>
>> >>>> Kurt
>> >>>>
>> >>>> On Wed, May 25, 2011 at 02:18, Mark Robinson 
>> >>>> wrote:
>> >>>> > Hi all,
>> >>>> >
>> >>>> >
>> >>>> >
>> >>>> > I am currently going through a make v buy exercise on incident
>> >>>> > logging
>> >>>> > /
>> >>>> > helpdesk software to ascertain which will be the most
>> >>>> > cost-effective.
>> >>>> >
>> >>>> >
>> >>>> >
>> >>>> > Are there any recommendations for a cheap helpdesk solution that
>> >>>> > will
>> >>>> > enable
>> >>>> > users to log calls via a web browser interface, will allow
>> >>>> > assignation
>> >>>> > of
>> >>>> > calls to various different resources i.e. Support Analysts and will
>> >>>> > also
>> >>>> > allow the setting up of SLA’s and reporting of performance against
>> >>>> > those
>> >>>> > SLA’s?
>> >>>> >
>> >>>> >
>> >>>> >
>> >>>> > Many thanks,
>> >>>> >
>> >>>> > Mark
>> >
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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Re: Helpdesk software

[Andrew S. Baker]

Many things, including the horrid search and the way it handles emails sent
to the list.

The dev team is fine with it -- partially, anyway, since they use TFS
internally for their work items -- but for systems incident management it is
not so cool.   I preferred JIRA to RT, but SysAid is even better.



 *ASB *(Professional Bio <http://about.me/Andrew.S.Baker/bio>)
 *Harnessing the Advantages of Technology for the SMB market...

 *



On Wed, May 25, 2011 at 12:41 PM, Kurt Buff  wrote:

> What don't you like about RT?
>
> On Wed, May 25, 2011 at 07:42, Andrew S. Baker  wrote:
> > Ah... Spelling is fundamental.
> > Well, I use RT today, and I'm not that impressed with it.  The SysAid
> stuff
> > is much better, IMO
> >
> >
> >
> > ASB (Professional Bio)
> > Harnessing the Advantages of Technology for the SMB market...
> >
> >
> >
> >
> > On Wed, May 25, 2011 at 10:35 AM, James Rankin 
> > wrote:
> >>
> >> Maybe this
> >>
> >> http://www.bestpractical.com/
> >>
> >> On 25 May 2011 15:31, Andrew S. Baker  wrote:
> >>>
> >>> Um... What are you linking to?
> >>>
> >>>
> >>>
> >>> ASB (Professional Bio)
> >>> Harnessing the Advantages of Technology for the SMB market...
> >>>
> >>>
> >>>
> >>>
> >>> On Wed, May 25, 2011 at 10:19 AM, Kurt Buff 
> wrote:
> >>>>
> >>>> Free is my favorite price, if the product does what I want:
> >>>>
> >>>> http://www.bestpratical.com/rt
> >>>>
> >>>> Kurt
> >>>>
> >>>> On Wed, May 25, 2011 at 02:18, Mark Robinson 
> >>>> wrote:
> >>>> > Hi all,
> >>>> >
> >>>> >
> >>>> >
> >>>> > I am currently going through a make v buy exercise on incident
> logging
> >>>> > /
> >>>> > helpdesk software to ascertain which will be the most
> cost-effective.
> >>>> >
> >>>> >
> >>>> >
> >>>> > Are there any recommendations for a cheap helpdesk solution that
> will
> >>>> > enable
> >>>> > users to log calls via a web browser interface, will allow
> assignation
> >>>> > of
> >>>> > calls to various different resources i.e. Support Analysts and will
> >>>> > also
> >>>> > allow the setting up of SLA’s and reporting of performance against
> >>>> > those
> >>>> > SLA’s?
> >>>> >
> >>>> >
> >>>> >
> >>>> > Many thanks,
> >>>> >
> >>>> > Mark
> >
>

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

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Re: Helpdesk software

[Kurt Buff]

Yeah - fat fingered that.

On Wed, May 25, 2011 at 09:40, Andrew S. Baker  wrote:
> Not the way you spelled it, you aren't.   The correct link was posted
> subsequently.
>
>
>
> ASB (Professional Bio)
> Harnessing the Advantages of Technology for the SMB market...
>
>
>
>
> On Wed, May 25, 2011 at 12:38 PM, Kurt Buff  wrote:
>>
>> An open source helpdesk system called Request Tracker.
>>
>> On Wed, May 25, 2011 at 07:31, Andrew S. Baker  wrote:
>> > Um... What are you linking to?
>> >
>> >
>> >
>> > ASB (Professional Bio)
>> > Harnessing the Advantages of Technology for the SMB market...
>> >
>> >
>> >
>> >
>> > On Wed, May 25, 2011 at 10:19 AM, Kurt Buff  wrote:
>> >>
>> >> Free is my favorite price, if the product does what I want:
>> >>
>> >> http://www.bestpratical.com/rt
>> >>
>> >> Kurt
>> >>
>> >> On Wed, May 25, 2011 at 02:18, Mark Robinson 
>> >> wrote:
>> >> > Hi all,
>> >> >
>> >> >
>> >> >
>> >> > I am currently going through a make v buy exercise on incident
>> >> > logging /
>> >> > helpdesk software to ascertain which will be the most cost-effective.
>> >> >
>> >> >
>> >> >
>> >> > Are there any recommendations for a cheap helpdesk solution that will
>> >> > enable
>> >> > users to log calls via a web browser interface, will allow
>> >> > assignation
>> >> > of
>> >> > calls to various different resources i.e. Support Analysts and will
>> >> > also
>> >> > allow the setting up of SLA’s and reporting of performance against
>> >> > those
>> >> > SLA’s?
>> >> >
>> >> >
>> >> >
>> >> > Many thanks,
>> >> >
>> >> > Mark
>> >> >
>> >
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
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Re: Helpdesk software

[Kurt Buff]

What don't you like about RT?

On Wed, May 25, 2011 at 07:42, Andrew S. Baker  wrote:
> Ah... Spelling is fundamental.
> Well, I use RT today, and I'm not that impressed with it.  The SysAid stuff
> is much better, IMO
>
>
>
> ASB (Professional Bio)
> Harnessing the Advantages of Technology for the SMB market...
>
>
>
>
> On Wed, May 25, 2011 at 10:35 AM, James Rankin 
> wrote:
>>
>> Maybe this
>>
>> http://www.bestpractical.com/
>>
>> On 25 May 2011 15:31, Andrew S. Baker  wrote:
>>>
>>> Um... What are you linking to?
>>>
>>>
>>>
>>> ASB (Professional Bio)
>>> Harnessing the Advantages of Technology for the SMB market...
>>>
>>>
>>>
>>>
>>> On Wed, May 25, 2011 at 10:19 AM, Kurt Buff  wrote:
>>>>
>>>> Free is my favorite price, if the product does what I want:
>>>>
>>>> http://www.bestpratical.com/rt
>>>>
>>>> Kurt
>>>>
>>>> On Wed, May 25, 2011 at 02:18, Mark Robinson 
>>>> wrote:
>>>> > Hi all,
>>>> >
>>>> >
>>>> >
>>>> > I am currently going through a make v buy exercise on incident logging
>>>> > /
>>>> > helpdesk software to ascertain which will be the most cost-effective.
>>>> >
>>>> >
>>>> >
>>>> > Are there any recommendations for a cheap helpdesk solution that will
>>>> > enable
>>>> > users to log calls via a web browser interface, will allow assignation
>>>> > of
>>>> > calls to various different resources i.e. Support Analysts and will
>>>> > also
>>>> > allow the setting up of SLA’s and reporting of performance against
>>>> > those
>>>> > SLA’s?
>>>> >
>>>> >
>>>> >
>>>> > Many thanks,
>>>> >
>>>> > Mark
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
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> http://lyris.sunbelt-software.com/read/my_forums/
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> with the body: unsubscribe ntsysadmin

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~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

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Re: Helpdesk software

[Jonathan Link]

That link does not go where you think it goes...

On Wed, May 25, 2011 at 12:38 PM, Kurt Buff  wrote:

> An open source helpdesk system called Request Tracker.
>
> On Wed, May 25, 2011 at 07:31, Andrew S. Baker  wrote:
> > Um... What are you linking to?
> >
> >
> >
> > ASB (Professional Bio)
> > Harnessing the Advantages of Technology for the SMB market...
> >
> >
> >
> >
> > On Wed, May 25, 2011 at 10:19 AM, Kurt Buff  wrote:
> >>
> >> Free is my favorite price, if the product does what I want:
> >>
> >> http://www.bestpratical.com/rt
> >>
> >> Kurt
> >>
> >> On Wed, May 25, 2011 at 02:18, Mark Robinson 
> >> wrote:
> >> > Hi all,
> >> >
> >> >
> >> >
> >> > I am currently going through a make v buy exercise on incident logging
> /
> >> > helpdesk software to ascertain which will be the most cost-effective.
> >> >
> >> >
> >> >
> >> > Are there any recommendations for a cheap helpdesk solution that will
> >> > enable
> >> > users to log calls via a web browser interface, will allow assignation
> >> > of
> >> > calls to various different resources i.e. Support Analysts and will
> also
> >> > allow the setting up of SLA’s and reporting of performance against
> those
> >> > SLA’s?
> >> >
> >> >
> >> >
> >> > Many thanks,
> >> >
> >> > Mark
> >> >
> >
> > ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> > ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
> >
> > ---
> > To manage subscriptions click here:
> > http://lyris.sunbelt-software.com/read/my_forums/
> > or send an email to listmana...@lyris.sunbeltsoftware.com
> > with the body: unsubscribe ntsysadmin
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin
>
>

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
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Re: Helpdesk software

[Andrew S. Baker]

Not the way you spelled it, you aren't.   The correct link was posted
subsequently.



*ASB *(Professional Bio <http://about.me/Andrew.S.Baker/bio>)
 *Harnessing the Advantages of Technology for the SMB market...

 *



On Wed, May 25, 2011 at 12:38 PM, Kurt Buff  wrote:

> An open source helpdesk system called Request Tracker.
>
> On Wed, May 25, 2011 at 07:31, Andrew S. Baker  wrote:
> > Um... What are you linking to?
> >
> >
> >
> > ASB (Professional Bio)
> > Harnessing the Advantages of Technology for the SMB market...
> >
> >
> >
> >
> > On Wed, May 25, 2011 at 10:19 AM, Kurt Buff  wrote:
> >>
> >> Free is my favorite price, if the product does what I want:
> >>
> >> http://www.bestpratical.com/rt
> >>
> >> Kurt
> >>
> >> On Wed, May 25, 2011 at 02:18, Mark Robinson 
> >> wrote:
> >> > Hi all,
> >> >
> >> >
> >> >
> >> > I am currently going through a make v buy exercise on incident logging
> /
> >> > helpdesk software to ascertain which will be the most cost-effective.
> >> >
> >> >
> >> >
> >> > Are there any recommendations for a cheap helpdesk solution that will
> >> > enable
> >> > users to log calls via a web browser interface, will allow assignation
> >> > of
> >> > calls to various different resources i.e. Support Analysts and will
> also
> >> > allow the setting up of SLA’s and reporting of performance against
> those
> >> > SLA’s?
> >> >
> >> >
> >> >
> >> > Many thanks,
> >> >
> >> > Mark
> >> >
> >
>

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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Re: Helpdesk software

[Kurt Buff]

That's new to me.

Thanks, it looks interesting.

On Wed, May 25, 2011 at 08:20, Don Ely  wrote:
> How are your open source skills?  This is a full featured option and its
> free aside from your time...
>
> http://sourceforge.net/projects/itop/
>
>
>
> On Wed, May 25, 2011 at 2:18 AM, Mark Robinson 
> wrote:
>>
>> Hi all,
>>
>>
>>
>> I am currently going through a make v buy exercise on incident logging /
>> helpdesk software to ascertain which will be the most cost-effective.
>>
>>
>>
>> Are there any recommendations for a cheap helpdesk solution that will
>> enable users to log calls via a web browser interface, will allow
>> assignation of calls to various different resources i.e. Support Analysts
>> and will also allow the setting up of SLA’s and reporting of performance
>> against those SLA’s?
>>
>>
>>
>> Many thanks,
>>
>> Mark
>>
>> IMPORTANT INFORMATION
>>
>>
>> Internet communications are not secure and therefore CIPS does not accept
>> legal responsibility for the contents of any e-mail message sent via this
>> medium. The content of any e-mail communication is the view of the
>> individual and CIPS does not accept legal liability for the contents.
>> Although this message and any attachments are believed to be free of virus
>> or other defect that might affect any computer system into which it is
>> received and opened, it is the responsibility of the recipient to ensure
>> that it is virus free and no responsibility is accepted by CIPS for any loss
>> or damage in any way arising from its use.
>>
>>
>>
>> --
>> Scanned by iCritical.
>>
>> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
>> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>>
>> ---
>> To manage subscriptions click here:
>> http://lyris.sunbelt-software.com/read/my_forums/
>> or send an email to listmana...@lyris.sunbeltsoftware.com
>> with the body: unsubscribe ntsysadmin
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

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Re: Helpdesk software

[Kurt Buff]

An open source helpdesk system called Request Tracker.

On Wed, May 25, 2011 at 07:31, Andrew S. Baker  wrote:
> Um... What are you linking to?
>
>
>
> ASB (Professional Bio)
> Harnessing the Advantages of Technology for the SMB market...
>
>
>
>
> On Wed, May 25, 2011 at 10:19 AM, Kurt Buff  wrote:
>>
>> Free is my favorite price, if the product does what I want:
>>
>> http://www.bestpratical.com/rt
>>
>> Kurt
>>
>> On Wed, May 25, 2011 at 02:18, Mark Robinson 
>> wrote:
>> > Hi all,
>> >
>> >
>> >
>> > I am currently going through a make v buy exercise on incident logging /
>> > helpdesk software to ascertain which will be the most cost-effective.
>> >
>> >
>> >
>> > Are there any recommendations for a cheap helpdesk solution that will
>> > enable
>> > users to log calls via a web browser interface, will allow assignation
>> > of
>> > calls to various different resources i.e. Support Analysts and will also
>> > allow the setting up of SLA’s and reporting of performance against those
>> > SLA’s?
>> >
>> >
>> >
>> > Many thanks,
>> >
>> > Mark
>> >
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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RE: Helpdesk software

[Kennedy, Jim]

If you are referring to SysAid, you can turn off the icon push during the 
install setup. We did it that way since 'trouble tickets' from students would 
be a nightmare.



From: Jonathan Link [mailto:jonathan.l...@gmail.com]
Sent: Wednesday, May 25, 2011 9:46 AM
To: NT System Admin Issues
Subject: Re: Helpdesk software

Does it still like to put undeletable icons on user's desktops?  I'll be 
honest, it was something my predecessor liked, but as with most things with 
him, I believe it was poorly implemented.  I just stayed away from it, and 
eventually yanked it out entirely after a month.



On Wed, May 25, 2011 at 10:42 AM, Andrew S. Baker 
mailto:asbz...@gmail.com>> wrote:
Ah... Spelling is fundamental.

Well, I use RT today, and I'm not that impressed with it.  The SysAid stuff is 
much better, IMO



ASB (Professional Bio<http://about.me/Andrew.S.Baker/bio>)
Harnessing the Advantages of Technology for the SMB market...



On Wed, May 25, 2011 at 10:35 AM, James Rankin 
mailto:kz2...@googlemail.com>> wrote:
Maybe this

http://www.bestpractical.com/
On 25 May 2011 15:31, Andrew S. Baker 
mailto:asbz...@gmail.com>> wrote:
Um... What are you linking to?



ASB (Professional Bio<http://about.me/Andrew.S.Baker/bio>)
Harnessing the Advantages of Technology for the SMB market...



On Wed, May 25, 2011 at 10:19 AM, Kurt Buff 
mailto:kurt.b...@gmail.com>> wrote:
Free is my favorite price, if the product does what I want:

http://www.bestpratical.com/rt

Kurt


On Wed, May 25, 2011 at 02:18, Mark Robinson 
mailto:mark.robin...@cips.org>> wrote:
> Hi all,
>
>
>
> I am currently going through a make v buy exercise on incident logging /
> helpdesk software to ascertain which will be the most cost-effective.
>
>
>
> Are there any recommendations for a cheap helpdesk solution that will enable
> users to log calls via a web browser interface, will allow assignation of
> calls to various different resources i.e. Support Analysts and will also
> allow the setting up of SLA's and reporting of performance against those
> SLA's?
>
>
>
> Many thanks,
>
> Mark

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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RE: Helpdesk software

[Tim Vander Kooi]

Which one did you yank out, SysAid or RT?

From: Jonathan Link [mailto:jonathan.l...@gmail.com]
Sent: Wednesday, May 25, 2011 9:46 AM
To: NT System Admin Issues
Subject: Re: Helpdesk software

Does it still like to put undeletable icons on user's desktops?  I'll be 
honest, it was something my predecessor liked, but as with most things with 
him, I believe it was poorly implemented.  I just stayed away from it, and 
eventually yanked it out entirely after a month.



On Wed, May 25, 2011 at 10:42 AM, Andrew S. Baker 
mailto:asbz...@gmail.com>> wrote:
Ah... Spelling is fundamental.

Well, I use RT today, and I'm not that impressed with it.  The SysAid stuff is 
much better, IMO



ASB (Professional Bio<http://about.me/Andrew.S.Baker/bio>)
Harnessing the Advantages of Technology for the SMB market...




On Wed, May 25, 2011 at 10:35 AM, James Rankin 
mailto:kz2...@googlemail.com>> wrote:
Maybe this

http://www.bestpractical.com/
On 25 May 2011 15:31, Andrew S. Baker 
mailto:asbz...@gmail.com>> wrote:
Um... What are you linking to?



ASB (Professional Bio<http://about.me/Andrew.S.Baker/bio>)
Harnessing the Advantages of Technology for the SMB market...




On Wed, May 25, 2011 at 10:19 AM, Kurt Buff 
mailto:kurt.b...@gmail.com>> wrote:
Free is my favorite price, if the product does what I want:

http://www.bestpratical.com/rt

Kurt


On Wed, May 25, 2011 at 02:18, Mark Robinson 
mailto:mark.robin...@cips.org>> wrote:
> Hi all,
>
>
>
> I am currently going through a make v buy exercise on incident logging /
> helpdesk software to ascertain which will be the most cost-effective.
>
>
>
> Are there any recommendations for a cheap helpdesk solution that will enable
> users to log calls via a web browser interface, will allow assignation of
> calls to various different resources i.e. Support Analysts and will also
> allow the setting up of SLA's and reporting of performance against those
> SLA's?
>
>
>
> Many thanks,
>
> Mark

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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RE: Helpdesk software

[Tim Vander Kooi]

If you already have SCCM installed SCSM will work very nicely. The OP may also 
want to look at Dynamics CRM, depending on their size. Microsoft has a 
specialized Trouble Ticket implementation of CRM that has some really nice 
features.
Tim

From: Rod Trent [mailto:rodtr...@myitforum.com]
Sent: Wednesday, May 25, 2011 9:35 AM
To: NT System Admin Issues
Subject: RE: Helpdesk software

SCSM is coming along nicely.

From: Jacob [mailto:ja...@excaliburfilms.com]
Sent: Wednesday, May 25, 2011 10:16 AM
To: NT System Admin Issues
Subject: RE: Helpdesk software

We have implemented Configuratin Manager and Operation Manager.. love to 
implement Service Manager in the future. But all that costs $. I do have to 
say, with all the products Microsoft has release, the System Center Suite by 
far it number one.

From: Mark Robinson [mailto:mark.robin...@cips.org]
Sent: Wednesday, May 25, 2011 2:25 AM
To: NT System Admin Issues
Subject: RE: Helpdesk software

Thanks James.  I have used Spiceworks before and wasn't massively impressed 
with the Helpdesk side of things although the rest of it was pretty good.  
Luckily we are a non-profit charity so I'll have a look at Microsoft's SCSM and 
see what they have to offer!

Many thanks.

From: James Rankin [mailto:kz2...@googlemail.com]
Sent: 25 May 2011 10:22
To: NT System Admin Issues
Subject: Re: Helpdesk software

I swear by Microsoft's SCSM offering.but it won't be cheap, unless you are 
a non-profit / charitable organisation and SCSM comes under their discount 
rules.

I seem to remember SpiceWorks has a helpdesk side to it
On 25 May 2011 10:18, Mark Robinson 
mailto:mark.robin...@cips.org>> wrote:
Hi all,

I am currently going through a make v buy exercise on incident logging / 
helpdesk software to ascertain which will be the most cost-effective.

Are there any recommendations for a cheap helpdesk solution that will enable 
users to log calls via a web browser interface, will allow assignation of calls 
to various different resources i.e. Support Analysts and will also allow the 
setting up of SLA's and reporting of performance against those SLA's?

Many thanks,

Mark

IMPORTANT INFORMATION


Internet communications are not secure and therefore CIPS does not accept legal 
responsibility for the contents of any e-mail message sent via this medium. The 
content of any e-mail communication is the view of the individual and CIPS does 
not accept legal liability for the contents. Although this message and any 
attachments are believed to be free of virus or other defect that might affect 
any computer system into which it is received and opened, it is the 
responsibility of the recipient to ensure that it is virus free and no 
responsibility is accepted by CIPS for any loss or damage in any way arising 
from its use.




--
Scanned by iCritical.


~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

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--
"On two occasions...I have been asked, 'Pray, Mr Babbage, if you put into the 
machine wrong figures, will the right answers come out?' I am not able rightly 
to apprehend the kind of confusion of ideas that could provoke such a question."

IMPORTANT: The information in this email is CONFIDENTIAL. If its contents are 
disclosed in any way my lawyers will swoop down from black helicopters like 
Seal Team Six and drag you away with a black bag over your head. They will then 
take you to a secret prison and make you fight to the death with other people 
who dared to share this email. You will be given a large bowie knife and a 
supply of methamphetamines while I watch the said deathmatch and wager vast 
sums of money on who will be the winner. If the fight becomes boring or there 
is a stalemate, I will release rabid dogs and my two-stone cat into the arena 
to liven things up a bit. If these animals become in any way docile, I will 
squirt them with water pistols until they become a bit more temperamental.

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

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RE: Helpdesk software

[chadleep...@gmail.com]

Jacob  wrote:

We have implemented Configuratin Manager and Operation Manager.. love to 
implement Service Manager in the future. But all that costs $. I do have to 
say, with all the products Microsoft has release, the System Center Suite by 
far it number one.

 

From: Mark Robinson [mailto:mark.robin...@cips.org] 
Sent: Wednesday, May 25, 2011 2:25 AM
To: NT System Admin Issues
Subject: RE: Helpdesk software

 

Thanks James.  I have used Spiceworks before and wasn’t massively impressed 
with the Helpdesk side of things although the rest of it was pretty good.  
Luckily we are a non-profit charity so I’ll have a look at Microsoft’s SCSM and 
see what they have to offer!

 

Many thanks.

 

From: James Rankin [mailto:kz2...@googlemail.com] 
Sent: 25 May 2011 10:22
To: NT System Admin Issues
Subject: Re: Helpdesk software

 

I swear by Microsoft's SCSM offering.but it won't be cheap, unless you are 
a non-profit / charitable organisation and SCSM comes under their discount 
rules.

I seem to remember SpiceWorks has a helpdesk side to it

On 25 May 2011 10:18, Mark Robinson  wrote:

Hi all,

 

I am currently going through a make v buy exercise on incident logging / 
helpdesk software to ascertain which will be the most cost-effective.

 

Are there any recommendations for a cheap helpdesk solution that will enable 
users to log calls via a web browser interface, will allow assignation of calls 
to various different resources i.e. Support Analysts and will also allow the 
setting up of SLA’s and reporting of performance against those SLA’s?

 

Many thanks,


Mark

IMPORTANT INFORMATION

   
Internet communications are not secure and therefore CIPS does not accept legal 
responsibility for the contents of any e-mail message sent via this medium. The 
content of any e-mail communication is the view of the individual and CIPS does 
not accept legal liability for the contents. Although this message and any 
attachments are believed to be free of virus or other defect that might affect 
any computer system into which it is received and opened, it is the 
responsibility of the recipient to ensure that it is virus free and no 
responsibility is accepted by CIPS for any loss or damage in any way arising 
from its use.

 

 

-- 
Scanned by iCritical. 

 

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here: 
http://lyris.sunbelt-software.com/read/my_forums/
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-- 
"On two occasions...I have been asked, 'Pray, Mr Babbage, if you put into the 
machine wrong figures, will the right answers come out?' I am not able rightly 
to apprehend the kind of confusion of ideas that could provoke such a question."

IMPORTANT: The information in this email is CONFIDENTIAL. If its contents are 
disclosed in any way my lawyers will swoop down from black helicopters like 
Seal Team Six and drag you away with a black bag over your head. They will then 
take you to a secret prison and make you fight to the death with other people 
who dared to share this email. You will be given a large bowie knife and a 
supply of methamphetamines while I watch the said deathmatch and wager vast 
sums of money on who will be the winner. If the fight becomes boring or there 
is a stalemate, I will release rabid dogs and my two-stone cat into the arena 
to liven things up a bit. If these animals become in any way docile, I will 
squirt them with water pistols until they become a bit more temperamental.

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin

 

-- 
Scanned by iCritical. 

 

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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I use Spiceworks and really like the Helpdesk piece. It meets 90% of our needs 
and the price was right.
-- 
Sent from my Android phone with K-9 Mail. Please excuse my brevity.
~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sun

Re: Helpdesk software

[Don Ely]

How are your open source skills?  This is a full featured option and its
free aside from your time...

http://sourceforge.net/projects/itop/




On Wed, May 25, 2011 at 2:18 AM, Mark Robinson wrote:

>  Hi all,
>
>
>
> I am currently going through a make v buy exercise on incident logging /
> helpdesk software to ascertain which will be the most cost-effective.
>
>
>
> Are there any recommendations for a *cheap* helpdesk solution that will
> enable users to log calls via a web browser interface, will allow
> assignation of calls to various different resources i.e. Support Analysts
> and will also allow the setting up of SLA’s and reporting of performance
> against those SLA’s?
>
>
>
> Many thanks,
>
>
> Mark
>
> IMPORTANT INFORMATION
>
>
> Internet communications are not secure and therefore CIPS does not accept
> legal responsibility for the contents of any e-mail message sent via this
> medium. The content of any e-mail communication is the view of the
> individual and CIPS does not accept legal liability for the contents.
> Although this message and any attachments are believed to be free of virus
> or other defect that might affect any computer system into which it is
> received and opened, it is the responsibility of the recipient to ensure
> that it is virus free and no responsibility is accepted by CIPS for any loss
> or damage in any way arising from its use.
>
>
>
> --
> Scanned by iCritical.
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin
>

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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with the body: unsubscribe ntsysadmin

Re: Helpdesk software

[Jonathan Link]

Does it still like to put undeletable icons on user's desktops?  I'll be
honest, it was something my predecessor liked, but as with most things with
him, I believe it was poorly implemented.  I just stayed away from it, and
eventually yanked it out entirely after a month.



On Wed, May 25, 2011 at 10:42 AM, Andrew S. Baker  wrote:

> Ah... Spelling is fundamental.
>
> Well, I use RT today, and I'm not that impressed with it.  The SysAid stuff
> is much better, IMO
>
>
>
>  *ASB *(Professional Bio <http://about.me/Andrew.S.Baker/bio>)
>  *Harnessing the Advantages of Technology for the SMB market...
>
>  *
>
>
>
> On Wed, May 25, 2011 at 10:35 AM, James Rankin wrote:
>
>> Maybe this
>>
>> http://www.bestpractical.com/
>>
>> On 25 May 2011 15:31, Andrew S. Baker  wrote:
>>
>>> Um... What are you linking to?
>>>
>>>
>>>
>>>  *ASB *(Professional Bio <http://about.me/Andrew.S.Baker/bio>)
>>>  *Harnessing the Advantages of Technology for the SMB market...
>>>
>>>  *
>>>
>>>
>>>
>>> On Wed, May 25, 2011 at 10:19 AM, Kurt Buff  wrote:
>>>
>>>> Free is my favorite price, if the product does what I want:
>>>>
>>>> http://www.bestpratical.com/rt
>>>>
>>>> Kurt
>>>>
>>>>
>>>> On Wed, May 25, 2011 at 02:18, Mark Robinson 
>>>> wrote:
>>>> > Hi all,
>>>> >
>>>> >
>>>> >
>>>> > I am currently going through a make v buy exercise on incident logging
>>>> /
>>>> > helpdesk software to ascertain which will be the most cost-effective.
>>>> >
>>>> >
>>>> >
>>>> > Are there any recommendations for a cheap helpdesk solution that will
>>>> enable
>>>> > users to log calls via a web browser interface, will allow assignation
>>>> of
>>>> > calls to various different resources i.e. Support Analysts and will
>>>> also
>>>> > allow the setting up of SLA’s and reporting of performance against
>>>> those
>>>> > SLA’s?
>>>> >
>>>> >
>>>> >
>>>> > Many thanks,
>>>> >
>>>> > Mark
>>>>
>>> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin
>

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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Re: Helpdesk software

[Andrew S. Baker]

Ah... Spelling is fundamental.

Well, I use RT today, and I'm not that impressed with it.  The SysAid stuff
is much better, IMO



 *ASB *(Professional Bio <http://about.me/Andrew.S.Baker/bio>)
 *Harnessing the Advantages of Technology for the SMB market...

 *



On Wed, May 25, 2011 at 10:35 AM, James Rankin wrote:

> Maybe this
>
> http://www.bestpractical.com/
>
> On 25 May 2011 15:31, Andrew S. Baker  wrote:
>
>> Um... What are you linking to?
>>
>>
>>
>>  *ASB *(Professional Bio <http://about.me/Andrew.S.Baker/bio>)
>>  *Harnessing the Advantages of Technology for the SMB market...
>>
>>  *
>>
>>
>>
>> On Wed, May 25, 2011 at 10:19 AM, Kurt Buff  wrote:
>>
>>> Free is my favorite price, if the product does what I want:
>>>
>>> http://www.bestpratical.com/rt
>>>
>>> Kurt
>>>
>>>
>>> On Wed, May 25, 2011 at 02:18, Mark Robinson 
>>> wrote:
>>> > Hi all,
>>> >
>>> >
>>> >
>>> > I am currently going through a make v buy exercise on incident logging
>>> /
>>> > helpdesk software to ascertain which will be the most cost-effective.
>>> >
>>> >
>>> >
>>> > Are there any recommendations for a cheap helpdesk solution that will
>>> enable
>>> > users to log calls via a web browser interface, will allow assignation
>>> of
>>> > calls to various different resources i.e. Support Analysts and will
>>> also
>>> > allow the setting up of SLA’s and reporting of performance against
>>> those
>>> > SLA’s?
>>> >
>>> >
>>> >
>>> > Many thanks,
>>> >
>>> > Mark
>>>
>>

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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Re: Helpdesk software

[James Rankin]

Maybe this

http://www.bestpractical.com/

On 25 May 2011 15:31, Andrew S. Baker  wrote:

> Um... What are you linking to?
>
>
>
>  *ASB *(Professional Bio <http://about.me/Andrew.S.Baker/bio>)
>  *Harnessing the Advantages of Technology for the SMB market...
>
>  *
>
>
>
> On Wed, May 25, 2011 at 10:19 AM, Kurt Buff  wrote:
>
>> Free is my favorite price, if the product does what I want:
>>
>> http://www.bestpratical.com/rt
>>
>> Kurt
>>
>> On Wed, May 25, 2011 at 02:18, Mark Robinson 
>> wrote:
>> > Hi all,
>> >
>> >
>> >
>> > I am currently going through a make v buy exercise on incident logging /
>> > helpdesk software to ascertain which will be the most cost-effective.
>> >
>> >
>> >
>> > Are there any recommendations for a cheap helpdesk solution that will
>> enable
>> > users to log calls via a web browser interface, will allow assignation
>> of
>> > calls to various different resources i.e. Support Analysts and will also
>> > allow the setting up of SLA’s and reporting of performance against those
>> > SLA’s?
>> >
>> >
>> >
>> > Many thanks,
>> >
>> > Mark
>> >
>>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin
>



-- 
"On two occasions...I have been asked, 'Pray, Mr Babbage, if you put into
the machine wrong figures, will the right answers come out?' I am not able
rightly to apprehend the kind of confusion of ideas that could provoke such
a question."

*IMPORTANT: The information in this email is CONFIDENTIAL. If its contents
are disclosed in any way my lawyers will swoop down from black helicopters
like Seal Team Six and drag you away with a black bag over your head. They
will then take you to a secret prison and make you fight to the death with
other people who dared to share this email. You will be given a large bowie
knife and a supply of methamphetamines while I watch the said deathmatch and
wager vast sums of money on who will be the winner. If the fight becomes
boring or there is a stalemate, I will release rabid dogs and my two-stone
cat into the arena to liven things up a bit. If these animals become in any
way docile, I will squirt them with water pistols until they become a bit
more temperamental.*

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here: 
http://lyris.sunbelt-software.com/read/my_forums/
or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin

RE: Helpdesk software

[Rod Trent]

SCSM is coming along nicely.

 

From: Jacob [mailto:ja...@excaliburfilms.com] 
Sent: Wednesday, May 25, 2011 10:16 AM
To: NT System Admin Issues
Subject: RE: Helpdesk software

 

We have implemented Configuratin Manager and Operation Manager.. love to
implement Service Manager in the future. But all that costs $. I do have
to say, with all the products Microsoft has release, the System Center Suite
by far it number one.

 

From: Mark Robinson [mailto:mark.robin...@cips.org] 
Sent: Wednesday, May 25, 2011 2:25 AM
To: NT System Admin Issues
Subject: RE: Helpdesk software

 

Thanks James.  I have used Spiceworks before and wasn't massively impressed
with the Helpdesk side of things although the rest of it was pretty good.
Luckily we are a non-profit charity so I'll have a look at Microsoft's SCSM
and see what they have to offer!

 

Many thanks.

 

From: James Rankin [mailto:kz2...@googlemail.com] 
Sent: 25 May 2011 10:22
To: NT System Admin Issues
Subject: Re: Helpdesk software

 

I swear by Microsoft's SCSM offering.but it won't be cheap, unless you
are a non-profit / charitable organisation and SCSM comes under their
discount rules.

I seem to remember SpiceWorks has a helpdesk side to it

On 25 May 2011 10:18, Mark Robinson  wrote:

Hi all,

 

I am currently going through a make v buy exercise on incident logging /
helpdesk software to ascertain which will be the most cost-effective.

 

Are there any recommendations for a cheap helpdesk solution that will enable
users to log calls via a web browser interface, will allow assignation of
calls to various different resources i.e. Support Analysts and will also
allow the setting up of SLA's and reporting of performance against those
SLA's?

 

Many thanks,


Mark

IMPORTANT INFORMATION

   
Internet communications are not secure and therefore CIPS does not accept
legal responsibility for the contents of any e-mail message sent via this
medium. The content of any e-mail communication is the view of the
individual and CIPS does not accept legal liability for the contents.
Although this message and any attachments are believed to be free of virus
or other defect that might affect any computer system into which it is
received and opened, it is the responsibility of the recipient to ensure
that it is virus free and no responsibility is accepted by CIPS for any loss
or damage in any way arising from its use.

 

 

-- 
Scanned by iCritical. 

 

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here:
http://lyris.sunbelt-software.com/read/my_forums/
or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin




-- 
"On two occasions...I have been asked, 'Pray, Mr Babbage, if you put into
the machine wrong figures, will the right answers come out?' I am not able
rightly to apprehend the kind of confusion of ideas that could provoke such
a question."

IMPORTANT: The information in this email is CONFIDENTIAL. If its contents
are disclosed in any way my lawyers will swoop down from black helicopters
like Seal Team Six and drag you away with a black bag over your head. They
will then take you to a secret prison and make you fight to the death with
other people who dared to share this email. You will be given a large bowie
knife and a supply of methamphetamines while I watch the said deathmatch and
wager vast sums of money on who will be the winner. If the fight becomes
boring or there is a stalemate, I will release rabid dogs and my two-stone
cat into the arena to liven things up a bit. If these animals become in any
way docile, I will squirt them with water pistols until they become a bit
more temperamental.

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here:
http://lyris.sunbelt-software.com/read/my_forums/
or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin

 

-- 
Scanned by iCritical. 

 

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here:
http://lyris.sunbelt-software.com/read/my_forums/
or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here:
http://lyris.sunbelt-software.com/read/my_forums/
or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin


~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Busi

Re: Helpdesk software

[Andrew S. Baker]

Um... What are you linking to?



 *ASB *(Professional Bio <http://about.me/Andrew.S.Baker/bio>)
 *Harnessing the Advantages of Technology for the SMB market...

 *



On Wed, May 25, 2011 at 10:19 AM, Kurt Buff  wrote:

> Free is my favorite price, if the product does what I want:
>
> http://www.bestpratical.com/rt
>
> Kurt
>
> On Wed, May 25, 2011 at 02:18, Mark Robinson 
> wrote:
> > Hi all,
> >
> >
> >
> > I am currently going through a make v buy exercise on incident logging /
> > helpdesk software to ascertain which will be the most cost-effective.
> >
> >
> >
> > Are there any recommendations for a cheap helpdesk solution that will
> enable
> > users to log calls via a web browser interface, will allow assignation of
> > calls to various different resources i.e. Support Analysts and will also
> > allow the setting up of SLA’s and reporting of performance against those
> > SLA’s?
> >
> >
> >
> > Many thanks,
> >
> > Mark
> >
>

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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RE: Helpdesk software

[Rod Trent]

Implementing anything in a company is never completely free, despite the price 
tag on the software.  In a lot of cases, *free* will actually cost you a lot 
more in the long run.

-Original Message-
From: Kurt Buff [mailto:kurt.b...@gmail.com] 
Sent: Wednesday, May 25, 2011 10:20 AM
To: NT System Admin Issues
Subject: Re: Helpdesk software

Free is my favorite price, if the product does what I want:

http://www.bestpratical.com/rt

Kurt

On Wed, May 25, 2011 at 02:18, Mark Robinson  wrote:
> Hi all,
>
>
>
> I am currently going through a make v buy exercise on incident logging 
> / helpdesk software to ascertain which will be the most cost-effective.
>
>
>
> Are there any recommendations for a cheap helpdesk solution that will 
> enable users to log calls via a web browser interface, will allow 
> assignation of calls to various different resources i.e. Support 
> Analysts and will also allow the setting up of SLA’s and reporting of 
> performance against those SLA’s?
>
>
>
> Many thanks,
>
> Mark
>
> IMPORTANT INFORMATION
>
>
> Internet communications are not secure and therefore CIPS does not 
> accept legal responsibility for the contents of any e-mail message 
> sent via this medium. The content of any e-mail communication is the 
> view of the individual and CIPS does not accept legal liability for the 
> contents.
> Although this message and any attachments are believed to be free of 
> virus or other defect that might affect any computer system into which 
> it is received and opened, it is the responsibility of the recipient 
> to ensure that it is virus free and no responsibility is accepted by 
> CIPS for any loss or damage in any way arising from its use.
>
>
>
> --
> Scanned by iCritical.
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ 
> <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin

~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ 
<http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin




~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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Re: Helpdesk software

[Kurt Buff]

Free is my favorite price, if the product does what I want:

http://www.bestpratical.com/rt

Kurt

On Wed, May 25, 2011 at 02:18, Mark Robinson  wrote:
> Hi all,
>
>
>
> I am currently going through a make v buy exercise on incident logging /
> helpdesk software to ascertain which will be the most cost-effective.
>
>
>
> Are there any recommendations for a cheap helpdesk solution that will enable
> users to log calls via a web browser interface, will allow assignation of
> calls to various different resources i.e. Support Analysts and will also
> allow the setting up of SLA’s and reporting of performance against those
> SLA’s?
>
>
>
> Many thanks,
>
> Mark
>
> IMPORTANT INFORMATION
>
>
> Internet communications are not secure and therefore CIPS does not accept
> legal responsibility for the contents of any e-mail message sent via this
> medium. The content of any e-mail communication is the view of the
> individual and CIPS does not accept legal liability for the contents.
> Although this message and any attachments are believed to be free of virus
> or other defect that might affect any computer system into which it is
> received and opened, it is the responsibility of the recipient to ensure
> that it is virus free and no responsibility is accepted by CIPS for any loss
> or damage in any way arising from its use.
>
>
>
> --
> Scanned by iCritical.
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here: 
http://lyris.sunbelt-software.com/read/my_forums/
or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin

Re: Helpdesk software

[James Rankin]

Apart from Bob, I'd have to concur

On 25 May 2011 15:15, Jacob  wrote:

> We have implemented Configuratin Manager and Operation Manager.. love to
> implement Service Manager in the future. But all that costs $. I do have
> to say, with all the products Microsoft has release, the System Center Suite
> by far it number one.
>
>
>
> *From:* Mark Robinson [mailto:mark.robin...@cips.org]
> *Sent:* Wednesday, May 25, 2011 2:25 AM
>
> *To:* NT System Admin Issues
> *Subject:* RE: Helpdesk software
>
>
>
> Thanks James.  I have used Spiceworks before and wasn’t massively impressed
> with the Helpdesk side of things although the rest of it was pretty good.
> Luckily we are a non-profit charity so I’ll have a look at Microsoft’s SCSM
> and see what they have to offer!
>
>
>
> Many thanks.
>
>
>
> *From:* James Rankin [mailto:kz2...@googlemail.com]
> *Sent:* 25 May 2011 10:22
>
> *To:* NT System Admin Issues
> *Subject:* Re: Helpdesk software
>
>
>
> I swear by Microsoft's SCSM offering.but it won't be cheap, unless you
> are a non-profit / charitable organisation and SCSM comes under their
> discount rules.
>
> I seem to remember SpiceWorks has a helpdesk side to it
>
> On 25 May 2011 10:18, Mark Robinson  wrote:
>
> Hi all,
>
>
>
> I am currently going through a make v buy exercise on incident logging /
> helpdesk software to ascertain which will be the most cost-effective.
>
>
>
> Are there any recommendations for a *cheap* helpdesk solution that will
> enable users to log calls via a web browser interface, will allow
> assignation of calls to various different resources i.e. Support Analysts
> and will also allow the setting up of SLA’s and reporting of performance
> against those SLA’s?
>
>
>
> Many thanks,
>
>
> Mark
>
> IMPORTANT INFORMATION
>
>
> Internet communications are not secure and therefore CIPS does not accept
> legal responsibility for the contents of any e-mail message sent via this
> medium. The content of any e-mail communication is the view of the
> individual and CIPS does not accept legal liability for the contents.
> Although this message and any attachments are believed to be free of virus
> or other defect that might affect any computer system into which it is
> received and opened, it is the responsibility of the recipient to ensure
> that it is virus free and no responsibility is accepted by CIPS for any loss
> or damage in any way arising from its use.
>
>
>
>
>
> --
> Scanned by iCritical.
>
>
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin
>
>
>
>
> --
> "On two occasions...I have been asked, 'Pray, Mr Babbage, if you put into
> the machine wrong figures, will the right answers come out?' I am not able
> rightly to apprehend the kind of confusion of ideas that could provoke such
> a question."
>
> *IMPORTANT: The information in this email is CONFIDENTIAL. If its contents
> are disclosed in any way my lawyers will swoop down from black helicopters
> like Seal Team Six and drag you away with a black bag over your head. They
> will then take you to a secret prison and make you fight to the death with
> other people who dared to share this email. You will be given a large bowie
> knife and a supply of methamphetamines while I watch the said deathmatch and
> wager vast sums of money on who will be the winner. If the fight becomes
> boring or there is a stalemate, I will release rabid dogs and my two-stone
> cat into the arena to liven things up a bit. If these animals become in any
> way docile, I will squirt them with water pistols until they become a bit
> more temperamental.*
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
>
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin
>
>
>
> --
> Scanned by iCritical.
>
>
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@

RE: Helpdesk software

[Jacob]

We have implemented Configuratin Manager and Operation Manager.. love to
implement Service Manager in the future. But all that costs $. I do have
to say, with all the products Microsoft has release, the System Center Suite
by far it number one.

 

From: Mark Robinson [mailto:mark.robin...@cips.org] 
Sent: Wednesday, May 25, 2011 2:25 AM
To: NT System Admin Issues
Subject: RE: Helpdesk software

 

Thanks James.  I have used Spiceworks before and wasn't massively impressed
with the Helpdesk side of things although the rest of it was pretty good.
Luckily we are a non-profit charity so I'll have a look at Microsoft's SCSM
and see what they have to offer!

 

Many thanks.

 

From: James Rankin [mailto:kz2...@googlemail.com] 
Sent: 25 May 2011 10:22
To: NT System Admin Issues
Subject: Re: Helpdesk software

 

I swear by Microsoft's SCSM offering.but it won't be cheap, unless you
are a non-profit / charitable organisation and SCSM comes under their
discount rules.

I seem to remember SpiceWorks has a helpdesk side to it

On 25 May 2011 10:18, Mark Robinson  wrote:

Hi all,

 

I am currently going through a make v buy exercise on incident logging /
helpdesk software to ascertain which will be the most cost-effective.

 

Are there any recommendations for a cheap helpdesk solution that will enable
users to log calls via a web browser interface, will allow assignation of
calls to various different resources i.e. Support Analysts and will also
allow the setting up of SLA's and reporting of performance against those
SLA's?

 

Many thanks,


Mark

IMPORTANT INFORMATION

   
Internet communications are not secure and therefore CIPS does not accept
legal responsibility for the contents of any e-mail message sent via this
medium. The content of any e-mail communication is the view of the
individual and CIPS does not accept legal liability for the contents.
Although this message and any attachments are believed to be free of virus
or other defect that might affect any computer system into which it is
received and opened, it is the responsibility of the recipient to ensure
that it is virus free and no responsibility is accepted by CIPS for any loss
or damage in any way arising from its use.

 

 

-- 
Scanned by iCritical. 

 

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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http://lyris.sunbelt-software.com/read/my_forums/
or send an email to listmana...@lyris.sunbeltsoftware.com
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-- 
"On two occasions...I have been asked, 'Pray, Mr Babbage, if you put into
the machine wrong figures, will the right answers come out?' I am not able
rightly to apprehend the kind of confusion of ideas that could provoke such
a question."

IMPORTANT: The information in this email is CONFIDENTIAL. If its contents
are disclosed in any way my lawyers will swoop down from black helicopters
like Seal Team Six and drag you away with a black bag over your head. They
will then take you to a secret prison and make you fight to the death with
other people who dared to share this email. You will be given a large bowie
knife and a supply of methamphetamines while I watch the said deathmatch and
wager vast sums of money on who will be the winner. If the fight becomes
boring or there is a stalemate, I will release rabid dogs and my two-stone
cat into the arena to liven things up a bit. If these animals become in any
way docile, I will squirt them with water pistols until they become a bit
more temperamental.

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here:
http://lyris.sunbelt-software.com/read/my_forums/
or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin

 

-- 
Scanned by iCritical. 

 

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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with the body: unsubscribe ntsysadmin


~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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RE: Helpdesk software

[David Lum]

+1   I use this at a client (I'm still on v4 of their SW, but it flat works! 
Nice asset management piece as well, not unlike SCCM

Also free: http://www.inet-sciences.com/index.html

Dave


From: Kennedy, Jim [mailto:kennedy...@elyriaschools.org]
Sent: Wednesday, May 25, 2011 5:20 AM
To: NT System Admin Issues
Subject: RE: Helpdesk software

Oh, and you can get a 30 day trial and convert it to live no problem.

From: Kennedy, Jim [mailto:kennedy...@elyriaschools.org]
Sent: Wednesday, May 25, 2011 8:18 AM
To: NT System Admin Issues
Subject: RE: Helpdesk software

Sysaid

http://www.ilient.com/

We just got done testing a bunch of them, and this one blew them all away. 
Implementation has been a dream. The company is awesome to work with too, got a 
question...just hit their live chat and you get real answers and help instantly.

From: Mark Robinson [mailto:mark.robin...@cips.org]
Sent: Wednesday, May 25, 2011 5:18 AM
To: NT System Admin Issues
Subject: Helpdesk software

Hi all,

I am currently going through a make v buy exercise on incident logging / 
helpdesk software to ascertain which will be the most cost-effective.

Are there any recommendations for a cheap helpdesk solution that will enable 
users to log calls via a web browser interface, will allow assignation of calls 
to various different resources i.e. Support Analysts and will also allow the 
setting up of SLA's and reporting of performance against those SLA's?

Many thanks,

Mark

IMPORTANT INFORMATION


Internet communications are not secure and therefore CIPS does not accept legal 
responsibility for the contents of any e-mail message sent via this medium. The 
content of any e-mail communication is the view of the individual and CIPS does 
not accept legal liability for the contents. Although this message and any 
attachments are believed to be free of virus or other defect that might affect 
any computer system into which it is received and opened, it is the 
responsibility of the recipient to ensure that it is virus free and no 
responsibility is accepted by CIPS for any loss or damage in any way arising 
from its use.




--
Scanned by iCritical.


~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here: 
http://lyris.sunbelt-software.com/read/my_forums/
or send an email to 
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with the body: unsubscribe ntsysadmin

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~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here: 
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~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here: 
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or send an email to 
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~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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or send an email to listmana...@lyris.sunbeltsoftware.com
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RE: Helpdesk software

[Kennedy, Jim]

Yes. SCSM has some awesome stuff, like automatic tickets from SCOM and we are a 
SCOM shop. We get all that included in our wonderful School Agreement so it 
would have been free.  But it did not even come close to meeting our needs. It 
is a version or two away I think.

JK

From: Michael B. Smith [mailto:mich...@smithcons.com]
Sent: Wednesday, May 25, 2011 8:56 AM
To: NT System Admin Issues
Subject: RE: Helpdesk software

Did you evaluate this against System Center Service Manager?

(I just requested a quote from Ilient - it looks slick.)

Regards,

Michael B. Smith
Consultant and Exchange MVP
http://TheEssentialExchange.com

From: Kennedy, Jim [mailto:kennedy...@elyriaschools.org]
Sent: Wednesday, May 25, 2011 8:18 AM
To: NT System Admin Issues
Subject: RE: Helpdesk software

Sysaid

http://www.ilient.com/

We just got done testing a bunch of them, and this one blew them all away. 
Implementation has been a dream. The company is awesome to work with too, got a 
question...just hit their live chat and you get real answers and help instantly.

From: Mark Robinson [mailto:mark.robin...@cips.org]
Sent: Wednesday, May 25, 2011 5:18 AM
To: NT System Admin Issues
Subject: Helpdesk software

Hi all,

I am currently going through a make v buy exercise on incident logging / 
helpdesk software to ascertain which will be the most cost-effective.

Are there any recommendations for a cheap helpdesk solution that will enable 
users to log calls via a web browser interface, will allow assignation of calls 
to various different resources i.e. Support Analysts and will also allow the 
setting up of SLA's and reporting of performance against those SLA's?

Many thanks,

Mark

IMPORTANT INFORMATION


Internet communications are not secure and therefore CIPS does not accept legal 
responsibility for the contents of any e-mail message sent via this medium. The 
content of any e-mail communication is the view of the individual and CIPS does 
not accept legal liability for the contents. Although this message and any 
attachments are believed to be free of virus or other defect that might affect 
any computer system into which it is received and opened, it is the 
responsibility of the recipient to ensure that it is virus free and no 
responsibility is accepted by CIPS for any loss or damage in any way arising 
from its use.




--
Scanned by iCritical.


~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here: 
http://lyris.sunbelt-software.com/read/my_forums/
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~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here: 
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~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

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RE: Helpdesk software

[Michael B. Smith]

Did you evaluate this against System Center Service Manager?

(I just requested a quote from Ilient - it looks slick.)

Regards,

Michael B. Smith
Consultant and Exchange MVP
http://TheEssentialExchange.com

From: Kennedy, Jim [mailto:kennedy...@elyriaschools.org]
Sent: Wednesday, May 25, 2011 8:18 AM
To: NT System Admin Issues
Subject: RE: Helpdesk software

Sysaid

http://www.ilient.com/

We just got done testing a bunch of them, and this one blew them all away. 
Implementation has been a dream. The company is awesome to work with too, got a 
question...just hit their live chat and you get real answers and help instantly.

From: Mark Robinson [mailto:mark.robin...@cips.org]
Sent: Wednesday, May 25, 2011 5:18 AM
To: NT System Admin Issues
Subject: Helpdesk software

Hi all,

I am currently going through a make v buy exercise on incident logging / 
helpdesk software to ascertain which will be the most cost-effective.

Are there any recommendations for a cheap helpdesk solution that will enable 
users to log calls via a web browser interface, will allow assignation of calls 
to various different resources i.e. Support Analysts and will also allow the 
setting up of SLA's and reporting of performance against those SLA's?

Many thanks,

Mark

IMPORTANT INFORMATION


Internet communications are not secure and therefore CIPS does not accept legal 
responsibility for the contents of any e-mail message sent via this medium. The 
content of any e-mail communication is the view of the individual and CIPS does 
not accept legal liability for the contents. Although this message and any 
attachments are believed to be free of virus or other defect that might affect 
any computer system into which it is received and opened, it is the 
responsibility of the recipient to ensure that it is virus free and no 
responsibility is accepted by CIPS for any loss or damage in any way arising 
from its use.




--
Scanned by iCritical.


~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here: 
http://lyris.sunbelt-software.com/read/my_forums/
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~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin

RE: Helpdesk software

[Kennedy, Jim]

Oh, and you can get a 30 day trial and convert it to live no problem.

From: Kennedy, Jim [mailto:kennedy...@elyriaschools.org]
Sent: Wednesday, May 25, 2011 8:18 AM
To: NT System Admin Issues
Subject: RE: Helpdesk software

Sysaid

http://www.ilient.com/

We just got done testing a bunch of them, and this one blew them all away. 
Implementation has been a dream. The company is awesome to work with too, got a 
question...just hit their live chat and you get real answers and help instantly.

From: Mark Robinson [mailto:mark.robin...@cips.org]
Sent: Wednesday, May 25, 2011 5:18 AM
To: NT System Admin Issues
Subject: Helpdesk software

Hi all,

I am currently going through a make v buy exercise on incident logging / 
helpdesk software to ascertain which will be the most cost-effective.

Are there any recommendations for a cheap helpdesk solution that will enable 
users to log calls via a web browser interface, will allow assignation of calls 
to various different resources i.e. Support Analysts and will also allow the 
setting up of SLA's and reporting of performance against those SLA's?

Many thanks,

Mark

IMPORTANT INFORMATION


Internet communications are not secure and therefore CIPS does not accept legal 
responsibility for the contents of any e-mail message sent via this medium. The 
content of any e-mail communication is the view of the individual and CIPS does 
not accept legal liability for the contents. Although this message and any 
attachments are believed to be free of virus or other defect that might affect 
any computer system into which it is received and opened, it is the 
responsibility of the recipient to ensure that it is virus free and no 
responsibility is accepted by CIPS for any loss or damage in any way arising 
from its use.




--
Scanned by iCritical.


~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here: 
http://lyris.sunbelt-software.com/read/my_forums/
or send an email to 
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~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here: 
http://lyris.sunbelt-software.com/read/my_forums/
or send an email to 
listmana...@lyris.sunbeltsoftware.com<mailto:listmana...@lyris.sunbeltsoftware.com>
with the body: unsubscribe ntsysadmin

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~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin

RE: Helpdesk software

[Kennedy, Jim]

Sysaid

http://www.ilient.com/

We just got done testing a bunch of them, and this one blew them all away. 
Implementation has been a dream. The company is awesome to work with too, got a 
question...just hit their live chat and you get real answers and help instantly.

From: Mark Robinson [mailto:mark.robin...@cips.org]
Sent: Wednesday, May 25, 2011 5:18 AM
To: NT System Admin Issues
Subject: Helpdesk software

Hi all,

I am currently going through a make v buy exercise on incident logging / 
helpdesk software to ascertain which will be the most cost-effective.

Are there any recommendations for a cheap helpdesk solution that will enable 
users to log calls via a web browser interface, will allow assignation of calls 
to various different resources i.e. Support Analysts and will also allow the 
setting up of SLA's and reporting of performance against those SLA's?

Many thanks,

Mark

IMPORTANT INFORMATION


Internet communications are not secure and therefore CIPS does not accept legal 
responsibility for the contents of any e-mail message sent via this medium. The 
content of any e-mail communication is the view of the individual and CIPS does 
not accept legal liability for the contents. Although this message and any 
attachments are believed to be free of virus or other defect that might affect 
any computer system into which it is received and opened, it is the 
responsibility of the recipient to ensure that it is virus free and no 
responsibility is accepted by CIPS for any loss or damage in any way arising 
from its use.




--
Scanned by iCritical.


~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here: 
http://lyris.sunbelt-software.com/read/my_forums/
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---
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RE: Helpdesk software

[Mark Robinson]

Thanks Tobie I will add t to the list for review!

 

From: Tobie Fysh [mailto:tobie.f...@freebridge.org.uk] 
Sent: 25 May 2011 10:59
To: NT System Admin Issues
Subject: RE: Helpdesk software

 

http://www.manageengine.com/help-desk-software.html

 

We have 6 technicians and over 10k calls in it for the last 4 years

 

Tobie

 

From: Mark Robinson [mailto:mark.robin...@cips.org] 
Sent: 25 May 2011 10:18
To: NT System Admin Issues
Subject: Helpdesk software

 

Hi all,

 

I am currently going through a make v buy exercise on incident logging /
helpdesk software to ascertain which will be the most cost-effective.

 

Are there any recommendations for a cheap helpdesk solution that will
enable users to log calls via a web browser interface, will allow
assignation of calls to various different resources i.e. Support
Analysts and will also allow the setting up of SLA's and reporting of
performance against those SLA's?

 

Many thanks,


Mark

IMPORTANT INFORMATION

   
Internet communications are not secure and therefore CIPS does not
accept legal responsibility for the contents of any e-mail message sent
via this medium. The content of any e-mail communication is the view of
the individual and CIPS does not accept legal liability for the
contents. Although this message and any attachments are believed to be
free of virus or other defect that might affect any computer system into
which it is received and opened, it is the responsibility of the
recipient to ensure that it is virus free and no responsibility is
accepted by CIPS for any loss or damage in any way arising from its use.

 

 

-- 
Scanned by iCritical. 

 

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
To manage subscriptions click here: 
http://lyris.sunbelt-software.com/read/my_forums/
or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin

 



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RE: Helpdesk software

[Tobie Fysh]

http://www.manageengine.com/help-desk-software.html

We have 6 technicians and over 10k calls in it for the last 4 years

Tobie

From: Mark Robinson [mailto:mark.robin...@cips.org]
Sent: 25 May 2011 10:18
To: NT System Admin Issues
Subject: Helpdesk software

Hi all,

I am currently going through a make v buy exercise on incident logging / 
helpdesk software to ascertain which will be the most cost-effective.

Are there any recommendations for a cheap helpdesk solution that will enable 
users to log calls via a web browser interface, will allow assignation of calls 
to various different resources i.e. Support Analysts and will also allow the 
setting up of SLA's and reporting of performance against those SLA's?

Many thanks,

Mark

IMPORTANT INFORMATION


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any computer system into which it is received and opened, it is the 
responsibility of the recipient to ensure that it is virus free and no 
responsibility is accepted by CIPS for any loss or damage in any way arising 
from its use.




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RE: Helpdesk software

[Mark Robinson]

Thanks James.  I have used Spiceworks before and wasn't massively
impressed with the Helpdesk side of things although the rest of it was
pretty good.  Luckily we are a non-profit charity so I'll have a look at
Microsoft's SCSM and see what they have to offer!

 

Many thanks.

 

From: James Rankin [mailto:kz2...@googlemail.com] 
Sent: 25 May 2011 10:22
To: NT System Admin Issues
Subject: Re: Helpdesk software

 

I swear by Microsoft's SCSM offering.but it won't be cheap, unless
you are a non-profit / charitable organisation and SCSM comes under
their discount rules.

I seem to remember SpiceWorks has a helpdesk side to it

On 25 May 2011 10:18, Mark Robinson  wrote:

Hi all,

 

I am currently going through a make v buy exercise on incident logging /
helpdesk software to ascertain which will be the most cost-effective.

 

Are there any recommendations for a cheap helpdesk solution that will
enable users to log calls via a web browser interface, will allow
assignation of calls to various different resources i.e. Support
Analysts and will also allow the setting up of SLA's and reporting of
performance against those SLA's?

 

Many thanks,


Mark

IMPORTANT INFORMATION

   
Internet communications are not secure and therefore CIPS does not
accept legal responsibility for the contents of any e-mail message sent
via this medium. The content of any e-mail communication is the view of
the individual and CIPS does not accept legal liability for the
contents. Although this message and any attachments are believed to be
free of virus or other defect that might affect any computer system into
which it is received and opened, it is the responsibility of the
recipient to ensure that it is virus free and no responsibility is
accepted by CIPS for any loss or damage in any way arising from its use.

 

 

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-- 
"On two occasions...I have been asked, 'Pray, Mr Babbage, if you put
into the machine wrong figures, will the right answers come out?' I am
not able rightly to apprehend the kind of confusion of ideas that could
provoke such a question."

IMPORTANT: The information in this email is CONFIDENTIAL. If its
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release rabid dogs and my two-stone cat into the arena to liven things
up a bit. If these animals become in any way docile, I will squirt them
with water pistols until they become a bit more temperamental.

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Re: Helpdesk software

[James Rankin]

I swear by Microsoft's SCSM offering.but it won't be cheap, unless you
are a non-profit / charitable organisation and SCSM comes under their
discount rules.

I seem to remember SpiceWorks has a helpdesk side to it

On 25 May 2011 10:18, Mark Robinson  wrote:

> Hi all,
>
>
>
> I am currently going through a make v buy exercise on incident logging /
> helpdesk software to ascertain which will be the most cost-effective.
>
>
>
> Are there any recommendations for a *cheap* helpdesk solution that will
> enable users to log calls via a web browser interface, will allow
> assignation of calls to various different resources i.e. Support Analysts
> and will also allow the setting up of SLA’s and reporting of performance
> against those SLA’s?
>
>
>
> Many thanks,
>
>
> Mark
>
> IMPORTANT INFORMATION
>
>
> Internet communications are not secure and therefore CIPS does not accept
> legal responsibility for the contents of any e-mail message sent via this
> medium. The content of any e-mail communication is the view of the
> individual and CIPS does not accept legal liability for the contents.
> Although this message and any attachments are believed to be free of virus
> or other defect that might affect any computer system into which it is
> received and opened, it is the responsibility of the recipient to ensure
> that it is virus free and no responsibility is accepted by CIPS for any loss
> or damage in any way arising from its use.
>
>
>
> --
> Scanned by iCritical.
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~
>
> ---
> To manage subscriptions click here:
> http://lyris.sunbelt-software.com/read/my_forums/
> or send an email to listmana...@lyris.sunbeltsoftware.com
> with the body: unsubscribe ntsysadmin
>



-- 
"On two occasions...I have been asked, 'Pray, Mr Babbage, if you put into
the machine wrong figures, will the right answers come out?' I am not able
rightly to apprehend the kind of confusion of ideas that could provoke such
a question."

*IMPORTANT: The information in this email is CONFIDENTIAL. If its contents
are disclosed in any way my lawyers will swoop down from black helicopters
like Seal Team Six and drag you away with a black bag over your head. They
will then take you to a secret prison and make you fight to the death with
other people who dared to share this email. You will be given a large bowie
knife and a supply of methamphetamines while I watch the said deathmatch and
wager vast sums of money on who will be the winner. If the fight becomes
boring or there is a stalemate, I will release rabid dogs and my two-stone
cat into the arena to liven things up a bit. If these animals become in any
way docile, I will squirt them with water pistols until they become a bit
more temperamental.*

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

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Re: Helpdesk Software?

[Roger Wright]

I'm currently a light-weight Web+Center user, but I really like the SysAid
interface and functionality.  Just more comprehensive than we need at this
time.


Roger Wright
___

When it's GOOD there ain't nothin' like it, and when it's BAD there ain't
nothin' like it!




On Sat, Sep 11, 2010 at 12:39 PM, Paul Hutchings
wrote:

> The software that our Help Desk use is reaching EOL and the vendor has
> quoted crazy money to upgrade to the latest and greatest, so I’ve been asked
> to take a look at what’s about, and there’s a lot about hence I’d appreciate
> any personal recommendations.
>
>
>
> Our list of requirements is pretty simple, a web interface would be nice,
> the ability to automatically log requests from email would be nice  as would
> being able to update a ticket and notify the requester by email.
>
>
>
> Also some sort of workflow i.e. if a ticket is opened for “New Software
> Order” you can’t close the ticket until you check off the “Action 1” and
> “Action 2” tasks.
>
>
>
> Also being able to pull info from SQL would be good i.e. it would let you
> pick “Asset ID” from an existing database field.
>
>
>
> We’d also like it to be able to hook into AD/LDAP to help you pick the user
> who’s creating the ticket, though also being able to enter a random name is
> a requirement (could be an onsite customer).
>
>
>
> Not really concerned whether it’s commercial or open source, something that
> runs on Windows would be preferable, we already have a SQL server.
>
>
>
> Thanks very much,
>
> Paul
> --
> *MIRA Ltd*
>
> Watling Street, Nuneaton, Warwickshire, CV10 0TU, England
> Registered in England and Wales No. 402570
> VAT Registration  GB 114 5409 96
>
> The contents of this e-mail are confidential and are solely for the use of
> the intended recipient.  If you receive this e-mail in error, please delete
> it and notify us either by e-mail, telephone or fax.  You should not copy,
> forward or otherwise disclose the content of the e-mail as this is
> prohibited.
>
> ~ Finally, powerful endpoint security that ISN'T a resource hog! ~
> ~   ~
>
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Re: Helpdesk Software?

[Joseph Heaton]

Haven't read the other responses to this yet, but check into BMC.  That's what 
we use, currently, and it's a pretty powerful offering.

>>> Paul Hutchings  9/11/2010 9:39 AM >>>
The software that our Help Desk use is reaching EOL and the vendor has
quoted crazy money to upgrade to the latest and greatest, so I've been
asked to take a look at what's about, and there's a lot about hence I'd
appreciate any personal recommendations.

 

Our list of requirements is pretty simple, a web interface would be
nice, the ability to automatically log requests from email would be nice
as would being able to update a ticket and notify the requester by
email.

 

Also some sort of workflow i.e. if a ticket is opened for "New Software
Order" you can't close the ticket until you check off the "Action 1" and
"Action 2" tasks.

 

Also being able to pull info from SQL would be good i.e. it would let
you pick "Asset ID" from an existing database field.

 

We'd also like it to be able to hook into AD/LDAP to help you pick the
user who's creating the ticket, though also being able to enter a random
name is a requirement (could be an onsite customer).

 

Not really concerned whether it's commercial or open source, something
that runs on Windows would be preferable, we already have a SQL server.

 

Thanks very much,

Paul


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Registered in England and Wales No. 402570
VAT Registration  GB 114 5409 96

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RE: Helpdesk Software?

[Level Five - List]

We use webcenter here. There is an open source product which name escapes me
at the moment, but its very similar.

 

Webcenter has some tracking functions, and even a 'billable' rate if you
bill different depts. Internally. Works with sql/mdb back end. Its been
pretty solid for us for the past few years.  (www.inet-sciences.com) 

 

I don't know about the action tasks, but there are a ton of easy
customizations. It does grouping/alerting by group depending on what the end
user picks, and I know you can easily add custom items that are required to
change status/close.

 

From: Angus Scott-Fleming [mailto:angu...@geoapps.com] 
Sent: Saturday, September 11, 2010 6:55 PM
To: NT System Admin Issues
Subject: Re: Helpdesk Software?

 

On 11 Sep 2010 at 17:39, Paul Hutchings  wrote:

 

> The software that our Help Desk use is reaching EOL and the vendor has

> quoted crazy money to upgrade to the latest and greatest, so I've been
asked

> to take a look at what's about, and there's a lot about hence I'd
appreciate

> any personal recommendations. 

> 

> Our list of requirements is pretty simple, a web interface would be nice,

> the ability to automatically log requests from email would be nice as
would

> being able to update a ticket and notify the requester by email. 

> 

> Also some sort of workflow i.e. if a ticket is opened for "New Software

> Order" you can't close the ticket until you check off the "Action 1" and

> "Action 2" tasks. 

> 

> Also being able to pull info from SQL would be good i.e. it would let you

> pick "Asset ID" from an existing database field. 

> 

> We'd also like it to be able to hook into AD/LDAP to help you pick the
user

> who's creating the ticket, though also being able to enter a random name
is

> a requirement (could be an onsite customer). 

> 

> Not really concerned whether it's commercial or open source, something
that

> runs on Windows would be preferable, we already have a SQL server. 

 

Take a look at Spiceworks.  It's free -- ad-supported -- or you can pay to
eliminate the ads*.  Ticket system doesn't have the required workflow AFAIK.
Data are stored in an SQLite database and can be accessed through canned
reports and through custom SQL reports.  Has a web interface for users and
for sysadmins to the helpdesk, and also has an email interface to the
helpdesk. Helpdesk notifies the submitter by email when actions are taken.

 

Angus

 

* Since you use your browser as the interface, you can block the ads with
any decent ad-blocker.

 

 

--

Angus Scott-Fleming

GeoApps, Tucson, Arizona

1-520-895-3270

Security Blog: http://geoapps.com/

 

  

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

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Re: Helpdesk Software?

[Tom Miller]

We use Help Star here.  Does everything you asked for.  There is also a
purchasing module which is also very handy as it helps me track my IT
purchases.
 
Dell KBOX does it similarly as well.  We use a KBOX for PC management. 
It comes with a Help Desk module an we are testing that as well.  

>>> "Paul Hutchings"  9/11/2010 12:39 PM
>>>

The software that our Help Desk use is reaching EOL and the vendor has
quoted crazy money to upgrade to the latest and greatest, so I’ve been
asked to take a look at what’s about, and there’s a lot about hence I’d
appreciate any personal recommendations.
 
Our list of requirements is pretty simple, a web interface would be
nice, the ability to automatically log requests from email would be nice
 as would being able to update a ticket and notify the requester by
email.
 
Also some sort of workflow i.e. if a ticket is opened for “New Software
Order” you can’t close the ticket until you check off the “Action 1” and
“Action 2” tasks.
 
Also being able to pull info from SQL would be good i.e. it would let
you pick “Asset ID” from an existing database field.
 
We’d also like it to be able to hook into AD/LDAP to help you pick the
user who’s creating the ticket, though also being able to enter a random
name is a requirement (could be an onsite customer).
 
Not really concerned whether it’s commercial or open source, something
that runs on Windows would be preferable, we already have a SQL server.
 
Thanks very much,
Paul

MIRA Ltd

Watling Street, Nuneaton, Warwickshire, CV10 0TU, England
Registered in England and Wales No. 402570
VAT Registration  GB 114 5409 96

The contents of this e-mail are confidential and are solely for the use
of the intended recipient.  If you receive this e-mail in error, please
delete it and notify us either by e-mail, telephone or fax.  You should
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this is prohibited.

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RE: Helpdesk Software?

[James Hill]

www.helpspot.com<http://www.helpspot.com> is very cheap yet very good.  Does 
everything you are after.  Quite easy to modify but we've found it fits most 
usage right out of the box.


From: Paul Hutchings [mailto:paul.hutchi...@mira.co.uk]
Sent: Sunday, 12 September 2010 2:39 AM
To: NT System Admin Issues
Subject: Helpdesk Software?

The software that our Help Desk use is reaching EOL and the vendor has quoted 
crazy money to upgrade to the latest and greatest, so I've been asked to take a 
look at what's about, and there's a lot about hence I'd appreciate any personal 
recommendations.

Our list of requirements is pretty simple, a web interface would be nice, the 
ability to automatically log requests from email would be nice  as would being 
able to update a ticket and notify the requester by email.

Also some sort of workflow i.e. if a ticket is opened for "New Software Order" 
you can't close the ticket until you check off the "Action 1" and "Action 2" 
tasks.

Also being able to pull info from SQL would be good i.e. it would let you pick 
"Asset ID" from an existing database field.

We'd also like it to be able to hook into AD/LDAP to help you pick the user 
who's creating the ticket, though also being able to enter a random name is a 
requirement (could be an onsite customer).

Not really concerned whether it's commercial or open source, something that 
runs on Windows would be preferable, we already have a SQL server.

Thanks very much,
Paul

MIRA Ltd

Watling Street, Nuneaton, Warwickshire, CV10 0TU, England
Registered in England and Wales No. 402570
VAT Registration  GB 114 5409 96

The contents of this e-mail are confidential and are solely for the use of the 
intended recipient.  If you receive this e-mail in error, please delete it and 
notify us either by e-mail, telephone or fax.  You should not copy, forward or 
otherwise disclose the content of the e-mail as this is prohibited.

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

---
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Re: Helpdesk Software?

[Angus Scott-Fleming]

On 11 Sep 2010 at 17:39, Paul Hutchings  wrote:

> The software that our Help Desk use is reaching EOL and the vendor has
> quoted crazy money to upgrade to the latest and greatest, so I´ve been asked
> to take a look at what´s about, and there´s a lot about hence I´d appreciate
> any personal recommendations. 
> 
> Our list of requirements is pretty simple, a web interface would be nice,
> the ability to automatically log requests from email would be nice as would
> being able to update a ticket and notify the requester by email. 
> 
> Also some sort of workflow i.e. if a ticket is opened for "New Software
> Order" you can´t close the ticket until you check off the "Action 1" and
> "Action 2" tasks. 
> 
> Also being able to pull info from SQL would be good i.e. it would let you
> pick "Asset ID" from an existing database field. 
> 
> We´d also like it to be able to hook into AD/LDAP to help you pick the user
> who´s creating the ticket, though also being able to enter a random name is
> a requirement (could be an onsite customer). 
> 
> Not really concerned whether it´s commercial or open source, something that
> runs on Windows would be preferable, we already have a SQL server. 

Take a look at Spiceworks.  It's free -- ad-supported -- or you can pay to 
eliminate the ads*.  Ticket system doesn't have the required workflow AFAIK.  
Data are stored in an SQLite database and can be accessed through canned 
reports and through custom SQL reports.  Has a web interface for users and for 
sysadmins to the helpdesk, and also has an email interface to the helpdesk.  
Helpdesk notifies the submitter by email when actions are taken.

Angus

* Since you use your browser as the interface, you can block the ads with any 
decent ad-blocker.


--
Angus Scott-Fleming
GeoApps, Tucson, Arizona
1-520-895-3270
Security Blog: http://geoapps.com/



~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~   ~

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RE: Helpdesk Software?

[Brian Desmond]

Might take a look at System Center Service Manager (SCSM) from Microsoft. 
Depending on your licensing arrangement with MS you may already own the CALs.

Thanks,
Brian Desmond
br...@briandesmond.com

c   - 312.731.3132

From: Paul Hutchings [mailto:paul.hutchi...@mira.co.uk]
Sent: Saturday, September 11, 2010 11:39 AM
To: NT System Admin Issues
Subject: Helpdesk Software?

The software that our Help Desk use is reaching EOL and the vendor has quoted 
crazy money to upgrade to the latest and greatest, so I've been asked to take a 
look at what's about, and there's a lot about hence I'd appreciate any personal 
recommendations.

Our list of requirements is pretty simple, a web interface would be nice, the 
ability to automatically log requests from email would be nice  as would being 
able to update a ticket and notify the requester by email.

Also some sort of workflow i.e. if a ticket is opened for "New Software Order" 
you can't close the ticket until you check off the "Action 1" and "Action 2" 
tasks.

Also being able to pull info from SQL would be good i.e. it would let you pick 
"Asset ID" from an existing database field.

We'd also like it to be able to hook into AD/LDAP to help you pick the user 
who's creating the ticket, though also being able to enter a random name is a 
requirement (could be an onsite customer).

Not really concerned whether it's commercial or open source, something that 
runs on Windows would be preferable, we already have a SQL server.

Thanks very much,
Paul

MIRA Ltd

Watling Street, Nuneaton, Warwickshire, CV10 0TU, England
Registered in England and Wales No. 402570
VAT Registration  GB 114 5409 96

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Helpdesk Software?

[Paul Hutchings]

The software that our Help Desk use is reaching EOL and the vendor has
quoted crazy money to upgrade to the latest and greatest, so I've been
asked to take a look at what's about, and there's a lot about hence I'd
appreciate any personal recommendations.

 

Our list of requirements is pretty simple, a web interface would be
nice, the ability to automatically log requests from email would be nice
as would being able to update a ticket and notify the requester by
email.

 

Also some sort of workflow i.e. if a ticket is opened for "New Software
Order" you can't close the ticket until you check off the "Action 1" and
"Action 2" tasks.

 

Also being able to pull info from SQL would be good i.e. it would let
you pick "Asset ID" from an existing database field.

 

We'd also like it to be able to hook into AD/LDAP to help you pick the
user who's creating the ticket, though also being able to enter a random
name is a requirement (could be an onsite customer).

 

Not really concerned whether it's commercial or open source, something
that runs on Windows would be preferable, we already have a SQL server.

 

Thanks very much,

Paul


--
MIRA Ltd

Watling Street, Nuneaton, Warwickshire, CV10 0TU, England
Registered in England and Wales No. 402570
VAT Registration  GB 114 5409 96

The contents of this e-mail are confidential and are solely for the use of the 
intended recipient.  If you receive this e-mail in error, please delete it and 
notify us either by e-mail, telephone or fax.  You should not copy, forward or 
otherwise disclose the content of the e-mail as this is prohibited.

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~   ~

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To manage subscriptions click here: 
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or send an email to listmana...@lyris.sunbeltsoftware.com
with the body: unsubscribe ntsysadmin

RE: Helpdesk software

[Joe Tinney]

The keyword you would need to ask about is Organization. With the new
license plan, all customers get what they call the Organization module.

 

FWIW, Kace has recently welcomed Dell as their new corporate overlords.
I believe that has been mentioned here before.

 

Regarding Segregation:

The Organization module allows you to host multiple 'instances' of the
KBOX and keeps their data completely separate. This also means that they
are segregated even in administration, with each Org having their own
administrative configuration so it could be cumbersome for the same
group of people to monitor and maintain all the organizations.

 

Instances in this case means that machines and users are logically
associated with and stored in segregated portions of the database and do
not natively interact. Users can exist in multiple organizations and
switching between them can be done without re-authentication, according
to the help documents.

 

Caveat:

The user association could be a hindrance in a situation where 1 support
group is managing many clients as they'll potentially need to log in to
each client Organization to manage work. That may be mitigated to some
extent by utilizing the email functionality whereby you can create,
update and close tickets via email. 

 

Regarding SLAs:

The only function in the Help Desk (now called Service Desk) that I've
seen _built-in_ regarding SLAs would be time-based ticket escalation.
You can track work performed on each ticket, as well, if you needed to
show/prove work.

 

I use words like may and should because they have a function called
'Custom Ticket Rules' that give you read/write access to the full
database that can be initiated via a schedule or trigger. It can be
customized to your needs but I believe that those customizations fall
out of the realm of traditional support and into their Professional
Services team.

 

I realize that some of the above may not make sense without some
knowledge of the product but I've tried to generalize it as much as I
can. 

 

Good luck with your search!

 

 

From: Jay Dale [mailto:jay.d...@3-gig.com] 
Sent: Monday, June 21, 2010 9:42 AM
To: NT System Admin Issues
Subject: RE: Helpdesk software

 

Do they have the capability of servicing multiple outside
clients/customers with SLA's catered to each one separately?

 

Jay Dale

I.T. Manager, 3GiG

Mobile: 713.299.2541

Email: jay.d...@3-gig.com

 

Confidentiality Notice: This e-mail, including any attached files, may
contain confidential and/or privileged information for the sole use of
the intended recipient. If you are not the intended recipient, you are
hereby notified that any review, dissemination or copying of this e-mail
and attachments, if any, or the information contained herein, is
strictly prohibited. If you are not the intended recipient (or
authorized to receive information for the intended recipient), please
contact the sender by reply e-mail and delete all copies of this
message.

 

 

From: tony patton [mailto:tony.pat...@quinn-insurance.com] 
Sent: Monday, June 21, 2010 8:38 AM
To: NT System Admin Issues
Subject: RE: Helpdesk software

 

Kace recently restructured their licensing, the license is now for all
modules rather than per individual module. 

Regards

Tony Patton
Desktop Operations Cavan
Ext 8078
Direct Dial 049 435 2878
email: tony.pat...@quinn-insurance.com 



From:"Tom Miller"  
To:"NT System Admin Issues"
 
Date:    21/06/2010 13:51 
Subject:RE: Helpdesk software 






We are moving to the KBox help desk solution.  It comes with the KBox
desktop/server management solution, but I think you can by that module
stand-alone.  It seems pretty flexible, and Kace uses the same module
for their customers.  

>>> Jay Dale  6/20/2010 9:15 PM >>> 
I sent this back in April, and we're still looking. 
  
I am now looking for hosted helpdesk solutions as well, currently trying
out Salesforce.  What we need is to be able to utilize multiple SLA's
for multiple clients and get away from software that's geared more
towards internal usage.  Most of the software I tried either uses one
SLA for multiple clients, or multiple SLA's for one client. 
  
Anyone have any recommendations? 
  
Thanks, 
  
Jay 
  
From: Jay Dale [mailto:jay.d...@3-gig.com <mailto:jay.d...@3-gig.com> ] 
Sent: Thursday, April 15, 2010 2:23 PM
To: NT System Admin Issues
Subject: Helpdesk software 
  
Hey all, 
  
I'm looking for some kind of helpdesk software we can utilize not only
for our internal ticket tracking and submittal, but also for customers
of ours to submit via email or a link on our KB site.  I've noticed a
couple like ManageEngine, Numara Track-IT, and InverseFlow. 
  
Has anyone had experience with these, and would recommend them?  Or
would recommend something similar to what we require? 
  
Thanks, 
  
Ja

RE: Helpdesk software

[tony patton]

I have no idea, we didn't look at the helpdesk module when we were 
trialling it as we use InfraEnterprise for our Service Desk, and only work 
with internal users.

Regards

Tony Patton
Desktop Operations Cavan
Ext 8078
Direct Dial 049 435 2878
email: tony.pat...@quinn-insurance.com



From:   Jay Dale 
To: "NT System Admin Issues" 
Date:   21/06/2010 14:42
Subject:    RE: Helpdesk software



Do they have the capability of servicing multiple outside 
clients/customers with SLA?s catered to each one separately?
 
Jay Dale
I.T. Manager, 3GiG
Mobile: 713.299.2541
Email: jay.d...@3-gig.com
 
Confidentiality Notice: This e-mail, including any attached files, may 
contain confidential and/or privileged information for the sole use of the 
intended recipient. If you are not the intended recipient, you are hereby 
notified that any review, dissemination or copying of this e-mail and 
attachments, if any, or the information contained herein, is strictly 
prohibited. If you are not the intended recipient (or authorized to 
receive information for the intended recipient), please contact the sender 
by reply e-mail and delete all copies of this message.
 
 
From: tony patton [mailto:tony.pat...@quinn-insurance.com] 
Sent: Monday, June 21, 2010 8:38 AM
To: NT System Admin Issues
Subject: RE: Helpdesk software
 
Kace recently restructured their licensing, the license is now for all 
modules rather than per individual module. 

Regards

Tony Patton
Desktop Operations Cavan
Ext 8078
Direct Dial 049 435 2878
email: tony.pat...@quinn-insurance.com 



From:"Tom Miller"  
To:"NT System Admin Issues" 
 
Date:21/06/2010 13:51 
Subject:RE: Helpdesk software 




We are moving to the KBox help desk solution.  It comes with the KBox 
desktop/server management solution, but I think you can by that module 
stand-alone.  It seems pretty flexible, and Kace uses the same module for 
their customers. 

>>> Jay Dale  6/20/2010 9:15 PM >>> 
I sent this back in April, and we're still looking. 
  
I am now looking for hosted helpdesk solutions as well, currently trying 
out Salesforce.  What we need is to be able to utilize multiple SLA's for 
multiple clients and get away from software that's geared more towards 
internal usage.  Most of the software I tried either uses one SLA for 
multiple clients, or multiple SLA's for one client. 
  
Anyone have any recommendations? 
  
Thanks, 
  
Jay 
  
From: Jay Dale [mailto:jay.d...@3-gig.com] 
Sent: Thursday, April 15, 2010 2:23 PM
To: NT System Admin Issues
Subject: Helpdesk software 
  
Hey all, 
  
I?m looking for some kind of helpdesk software we can utilize not only for 
our internal ticket tracking and submittal, but also for customers of ours 
to submit via email or a link on our KB site.  I?ve noticed a couple like 
ManageEngine, Numara Track-IT, and InverseFlow. 
  
Has anyone had experience with these, and would recommend them?  Or would 
recommend something similar to what we require? 
  
Thanks, 
  
Jay 
  
Jay Dale 
I.T. Manager, 3GiG 
Mobile: 713.299.2541 
Email: jay.d...@3-gig.com 
  
Confidentiality Notice: This e-mail, including any attached files, may 
contain confidential and/or privileged information for the sole use of the 
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receive information for the intended recipient), please contact the sender 
by reply e-mail and delete all copies of this message. 
  
  
  
  
  
  
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message. 
  
  
This e-mail is intended only for the addressee named above. The contents 
should not be copied nor disclosed to any other person. Any views or 
opinions expressed are solely those of the sender and do not necessarily 
represent those of QUINN-Insurance Limited (Under Administration), unless 
otherwise
specifically stated . As internet communications are not secure,
QUINN-Insurance Limited (Under Administration) is not responsible for the 
contents of this message nor
responsible for any change made to this message after it was sent by the 
original sender. Although virus scanning is used on all inbound and 
outbound e-mail, we advise you to carry out your own virus check before 
opening any attachment. We cannot accept liability for any damage 
sustained as a result of any software viruses.
 

RE: Helpdesk software

[Jay Dale]

Do they have the capability of servicing multiple outside clients/customers 
with SLA's catered to each one separately?

Jay Dale
I.T. Manager, 3GiG
Mobile: 713.299.2541
Email: jay.d...@3-gig.com<mailto:jay.d...@3-gig.com>

Confidentiality Notice: This e-mail, including any attached files, may contain 
confidential and/or privileged information for the sole use of the intended 
recipient. If you are not the intended recipient, you are hereby notified that 
any review, dissemination or copying of this e-mail and attachments, if any, or 
the information contained herein, is strictly prohibited. If you are not the 
intended recipient (or authorized to receive information for the intended 
recipient), please contact the sender by reply e-mail and delete all copies of 
this message.


From: tony patton [mailto:tony.pat...@quinn-insurance.com]
Sent: Monday, June 21, 2010 8:38 AM
To: NT System Admin Issues
Subject: RE: Helpdesk software

Kace recently restructured their licensing, the license is now for all modules 
rather than per individual module.

Regards

Tony Patton
Desktop Operations Cavan
Ext 8078
Direct Dial 049 435 2878
email: tony.pat...@quinn-insurance.com



From:"Tom Miller" 
To:"NT System Admin Issues" 
Date:21/06/2010 13:51
Subject:RE: Helpdesk software




We are moving to the KBox help desk solution.  It comes with the KBox 
desktop/server management solution, but I think you can by that module 
stand-alone.  It seems pretty flexible, and Kace uses the same module for their 
customers.

>>> Jay Dale  6/20/2010 9:15 PM >>>
I sent this back in April, and we're still looking.

I am now looking for hosted helpdesk solutions as well, currently trying out 
Salesforce.  What we need is to be able to utilize multiple SLA's for multiple 
clients and get away from software that's geared more towards internal usage.  
Most of the software I tried either uses one SLA for multiple clients, or 
multiple SLA's for one client.

Anyone have any recommendations?

Thanks,

Jay

From: Jay Dale [mailto:jay.d...@3-gig.com]
Sent: Thursday, April 15, 2010 2:23 PM
To: NT System Admin Issues
Subject: Helpdesk software

Hey all,

I'm looking for some kind of helpdesk software we can utilize not only for our 
internal ticket tracking and submittal, but also for customers of ours to 
submit via email or a link on our KB site.  I've noticed a couple like 
ManageEngine, Numara Track-IT, and InverseFlow.

Has anyone had experience with these, and would recommend them?  Or would 
recommend something similar to what we require?

Thanks,

Jay

Jay Dale
I.T. Manager, 3GiG
Mobile: 713.299.2541
Email: jay.d...@3-gig.com<mailto:kandy.luk...@3-gig.com>

Confidentiality Notice: This e-mail, including any attached files, may contain 
confidential and/or privileged information for the sole use of the intended 
recipient. If you are not the intended recipient, you are hereby notified that 
any review, dissemination or copying of this e-mail and attachments, if any, or 
the information contained herein, is strictly prohibited. If you are not the 
intended recipient (or authorized to receive information for the intended 
recipient), please contact the sender by reply e-mail and delete all copies of 
this message.









Confidentiality Notice: This e-mail message, including attachments, is for the 
sole use of the intended recipient(s) and may contain confidential and 
privileged information. Any unauthorized review, use, disclosure, or 
distribution is prohibited. If you are not the intended recipient, please 
contact the sender by reply e-mail and destroy all copies of the original 
message.




This e-mail is intended only for the addressee named above. The contents should 
not be copied nor disclosed to any other person. Any views or opinions 
expressed are solely those of the sender and do not necessarily represent those 
of QUINN-Insurance Limited (Under Administration), unless otherwise

specifically stated . As internet communications are not secure,

QUINN-Insurance Limited (Under Administration) is not responsible for the 
contents of this message nor

responsible for any change made to this message after it was sent by the 
original sender. Although virus scanning is used on all inbound and outbound 
e-mail, we advise you to carry out your own virus check before opening any 
attachment. We cannot accept liability for any damage sustained as a result of 
any software viruses.







QUINN-Insurance Limited (Under Administration) is regulated by the Financial 
Regulator and

regulated by the Financial Services Authority for the conduct of UK

business.







QUINN-Insurance Limited (Under Administration) is registered in Ireland, 
registration num

RE: Helpdesk software

[tony patton]

Kace recently restructured their licensing, the license is now for all 
modules rather than per individual module.

Regards

Tony Patton
Desktop Operations Cavan
Ext 8078
Direct Dial 049 435 2878
email: tony.pat...@quinn-insurance.com



From:   "Tom Miller" 
To: "NT System Admin Issues" 
Date:   21/06/2010 13:51
Subject:    RE: Helpdesk software



We are moving to the KBox help desk solution.  It comes with the KBox 
desktop/server management solution, but I think you can by that module 
stand-alone.  It seems pretty flexible, and Kace uses the same module for 
their customers. 

>>> Jay Dale  6/20/2010 9:15 PM >>>
I sent this back in April, and we're still looking.
 
I am now looking for hosted helpdesk solutions as well, currently trying 
out Salesforce.  What we need is to be able to utilize multiple SLA's for 
multiple clients and get away from software that's geared more towards 
internal usage.  Most of the software I tried either uses one SLA for 
multiple clients, or multiple SLA's for one client.
 
Anyone have any recommendations?
 
Thanks,
 
Jay
 
From: Jay Dale [mailto:jay.d...@3-gig.com] 
Sent: Thursday, April 15, 2010 2:23 PM
To: NT System Admin Issues
Subject: Helpdesk software
 
Hey all,
 
I?m looking for some kind of helpdesk software we can utilize not only for 
our internal ticket tracking and submittal, but also for customers of ours 
to submit via email or a link on our KB site.  I?ve noticed a couple like 
ManageEngine, Numara Track-IT, and InverseFlow. 
 
Has anyone had experience with these, and would recommend them?  Or would 
recommend something similar to what we require?
 
Thanks,
 
Jay
 
Jay Dale
I.T. Manager, 3GiG
Mobile: 713.299.2541
Email: jay.d...@3-gig.com 
 
Confidentiality Notice: This e-mail, including any attached files, may 
contain confidential and/or privileged information for the sole use of the 
intended recipient. If you are not the intended recipient, you are hereby 
notified that any review, dissemination or copying of this e-mail and 
attachments, if any, or the information contained herein, is strictly 
prohibited. If you are not the intended recipient (or authorized to 
receive information for the intended recipient), please contact the sender 
by reply e-mail and delete all copies of this message.
 
 
 
 
 
 

Confidentiality Notice: This e-mail message, including attachments, is for 
the sole use of the intended recipient(s) and may contain confidential and 
privileged information. Any unauthorized review, use, disclosure, or 
distribution is prohibited. If you are not the intended recipient, please 
contact the sender by reply e-mail and destroy all copies of the original 
message. 
 
 
This e-mail is intended only for the addressee named above. The contents should 
not be copied nor disclosed to any other person. Any views or opinions 
expressed are solely those of the sender and do not necessarily represent those 
of QUINN-Insurance Limited (Under Administration), unless otherwise
specifically stated . As internet communications are not secure,
QUINN-Insurance Limited (Under Administration) is not responsible for the 
contents of this message nor
responsible for any change made to this message after it was sent by the 
original sender. Although virus scanning is used on all inbound and outbound 
e-mail, we advise you to carry out your own virus check before opening any 
attachment. We cannot accept liability for any damage sustained as a result of 
any software viruses.



QUINN-Insurance Limited (Under Administration) is regulated by the Financial 
Regulator and
regulated by the Financial Services Authority for the conduct of UK
business.



QUINN-Insurance Limited (Under Administration) is registered in Ireland, 
registration number
240768 and is a private company limited by shares. 
Its head office is at Dublin Road, Cavan, Co. Cavan.




This message is for the designated recipient only and may contain privileged, 
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use of the email by you is prohibited.

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

RE: Helpdesk software

[Tom Miller]

We are moving to the KBox help desk solution.  It comes with the KBox
desktop/server management solution, but I think you can by that module
stand-alone.  It seems pretty flexible, and Kace uses the same module
for their customers.  

>>> Jay Dale  6/20/2010 9:15 PM >>>

I sent this back in April, and we're still looking.
 
I am now looking for hosted helpdesk solutions as well, currently
trying out Salesforce.  What we need is to be able to utilize multiple
SLA's for multiple clients and get away from software that's geared more
towards internal usage.  Most of the software I tried either uses one
SLA for multiple clients, or multiple SLA's for one client.
 
Anyone have any recommendations?
 
Thanks,
 
Jay
 

From: Jay Dale [mailto:jay.d...@3-gig.com] 
Sent: Thursday, April 15, 2010 2:23 PM
To: NT System Admin Issues
Subject: Helpdesk software

 
Hey all,
 
I’m looking for some kind of helpdesk software we can utilize not only
for our internal ticket tracking and submittal, but also for customers
of ours to submit via email or a link on our KB site.  I’ve noticed a
couple like ManageEngine, Numara Track-IT, and InverseFlow. 
 
Has anyone had experience with these, and would recommend them?  Or
would recommend something similar to what we require?
 
Thanks,
 
Jay
 
Jay Dale
I.T. Manager, 3GiG
Mobile: 713.299.2541
Email: jay.d...@3-gig.com ( mailto:kandy.luk...@3-gig.com ) 
 
Confidentiality Notice: This e-mail, including any attached files, may
contain confidential and/or privileged information for the sole use of
the intended recipient. If you are not the intended recipient, you are
hereby notified that any review, dissemination or copying of this e-mail
and attachments, if any, or the information contained herein, is
strictly prohibited. If you are not the intended recipient (or
authorized to receive information for the intended recipient), please
contact the sender by reply e-mail and delete all copies of this
message.
 
 
  

 
 

Confidentiality Notice:  This e-mail message, including attachments, is
for the sole use of the intended recipient(s) and may contain
confidential and privileged information.  Any unauthorized review, use,
disclosure, or distribution is prohibited.  If you are not the intended
recipient, please contact the sender by reply e-mail and destroy all
copies of the original message.

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

RE: Helpdesk software

[greg.sweers]

Check out Autotask.  They have a Go version for 3 or less and then Pro.

I have not played with the latest version of TrackIT, but its not geared for 
multiple customers sites with different needs.  Designed for single 
organization, multiple sites, etc...  You can hack it, but its probably not 
what you are looking for unless something major has changed with the latest 
version.

Greg

From: Jay Dale [mailto:jay.d...@3-gig.com]
Sent: Sunday, June 20, 2010 9:16 PM
To: NT System Admin Issues
Subject: RE: Helpdesk software

I sent this back in April, and we're still looking.

I am now looking for hosted helpdesk solutions as well, currently trying out 
Salesforce.  What we need is to be able to utilize multiple SLA's for multiple 
clients and get away from software that's geared more towards internal usage.  
Most of the software I tried either uses one SLA for multiple clients, or 
multiple SLA's for one client.

Anyone have any recommendations?

Thanks,

Jay

From: Jay Dale [mailto:jay.d...@3-gig.com]
Sent: Thursday, April 15, 2010 2:23 PM
To: NT System Admin Issues
Subject: Helpdesk software

Hey all,

I'm looking for some kind of helpdesk software we can utilize not only for our 
internal ticket tracking and submittal, but also for customers of ours to 
submit via email or a link on our KB site.  I've noticed a couple like 
ManageEngine, Numara Track-IT, and InverseFlow.

Has anyone had experience with these, and would recommend them?  Or would 
recommend something similar to what we require?

Thanks,

Jay

Jay Dale
I.T. Manager, 3GiG
Mobile: 713.299.2541
Email: jay.d...@3-gig.com<mailto:kandy.luk...@3-gig.com>

Confidentiality Notice: This e-mail, including any attached files, may contain 
confidential and/or privileged information for the sole use of the intended 
recipient. If you are not the intended recipient, you are hereby notified that 
any review, dissemination or copying of this e-mail and attachments, if any, or 
the information contained herein, is strictly prohibited. If you are not the 
intended recipient (or authorized to receive information for the intended 
recipient), please contact the sender by reply e-mail and delete all copies of 
this message.











~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

RE: Helpdesk software

[Jay Dale]

I sent this back in April, and we're still looking.

I am now looking for hosted helpdesk solutions as well, currently trying out 
Salesforce.  What we need is to be able to utilize multiple SLA's for multiple 
clients and get away from software that's geared more towards internal usage.  
Most of the software I tried either uses one SLA for multiple clients, or 
multiple SLA's for one client.

Anyone have any recommendations?

Thanks,

Jay

From: Jay Dale [mailto:jay.d...@3-gig.com]
Sent: Thursday, April 15, 2010 2:23 PM
To: NT System Admin Issues
Subject: Helpdesk software

Hey all,

I'm looking for some kind of helpdesk software we can utilize not only for our 
internal ticket tracking and submittal, but also for customers of ours to 
submit via email or a link on our KB site.  I've noticed a couple like 
ManageEngine, Numara Track-IT, and InverseFlow.

Has anyone had experience with these, and would recommend them?  Or would 
recommend something similar to what we require?

Thanks,

Jay

Jay Dale
I.T. Manager, 3GiG
Mobile: 713.299.2541
Email: jay.d...@3-gig.com<mailto:kandy.luk...@3-gig.com>

Confidentiality Notice: This e-mail, including any attached files, may contain 
confidential and/or privileged information for the sole use of the intended 
recipient. If you are not the intended recipient, you are hereby notified that 
any review, dissemination or copying of this e-mail and attachments, if any, or 
the information contained herein, is strictly prohibited. If you are not the 
intended recipient (or authorized to receive information for the intended 
recipient), please contact the sender by reply e-mail and delete all copies of 
this message.







~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

RE: Helpdesk software

[Chad Leeper]

I really like Spiceworks.  Plus the price is right.

Sent from my BlackBerry via NotifyLink

[Message delivered by NotifyLink]

--Original Message--

From: Jay Dale 
Sent: Thu, April 15, 2010 2:24 PM
To: "NT System Admin Issues" 
Subject: Helpdesk software

Hey all,

I'm looking for some kind of helpdesk software we can utilize not only for our 
internal ticket tracking and submittal, but also for customers of ours to 
submit via email or a link on our KB site.  I've noticed a couple like 
ManageEngine, Numara Track-IT, and InverseFlow.

Has anyone had experience with these, and would recommend them?  Or would 
recommend something similar to what we require?

Thanks,

Jay

Jay Dale
I.T. Manager, 3GiG
Mobile: 713.299.2541
Email: jay.d...@3-gig.com<mailto:kandy.luk...@3-gig.com>

Confidentiality Notice: This e-mail, including any attached files, may contain 
confidential and/or privileged information for the sole use of the intended 
recipient. If you are not the intended recipient, you are hereby notified that 
any review, dissemination or copying of this e-mail and attachments, if any, or 
the information contained herein, is strictly prohibited. If you are not the 
intended recipient (or authorized to receive information for the intended 
recipient), please contact the sender by reply e-mail and delete all copies of 
this message.



~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

Re: Helpdesk software

[Anders Blomgren]

For a managed solution we like http://www.zendesk.com/
-Anders
On Thu, Apr 15, 2010 at 9:23 PM, Jay Dale  wrote:

>  Hey all,
>
>
>
> I’m looking for some kind of helpdesk software we can utilize not only for
> our internal ticket tracking and submittal, but also for customers of ours
> to submit via email or a link on our KB site.  I’ve noticed a couple like
> ManageEngine, Numara Track-IT, and InverseFlow.
>
>
>
> Has anyone had experience with these, and would recommend them?  Or would
> recommend something similar to what we require?
>
>
>
> Thanks,
>
>
>
> Jay
>
>
>
> *Jay Dale*
>
> I.T. Manager, 3GiG
>
> Mobile: 713.299.2541
>
> Email: jay.d...@3-gig.com 
>
>
>
> Confidentiality Notice: This e-mail, including any attached files, may
> contain confidential and/or privileged information for the sole use of the
> intended recipient. If you are not the intended recipient, you are hereby
> notified that any review, dissemination or copying of this e-mail and
> attachments, if any, or the information contained herein, is strictly
> prohibited. If you are not the intended recipient (or authorized to receive
> information for the intended recipient), please contact the sender by reply
> e-mail and delete all copies of this message.
>
>
>
>
>
>
>
>
>
>

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

RE: Helpdesk software

[Löffler Thomas J .]

http://otrs.org/, http://www.otrs.com/en/

http://lists.otrs.org/cgi-bin/listinfo/otrs
http://lists.otrs.org/pipermail/otrs
http://wiki.otrs-forum.de/index.php?title=Main_Page

cheers, Thomas

 t.j. loeffler 
 swiss federal institute of technology
 department of earth sciences
 institute of geology
 sonneggstr. 5, NO G 60
 8092 zurich, switzerland
 +41 44 632 5696 phone
044 658 3311 Polyphone
 _
__ www.erdw.ethz.ch<http://www.erdw.ethz.ch> _

From: Jay Dale [mailto:jay.d...@3-gig.com]
Sent: Thursday, April 15, 2010 9:23 PM
To: NT System Admin Issues
Subject: Helpdesk software

Hey all,

I'm looking for some kind of helpdesk software we can utilize not only for our 
internal ticket tracking and submittal, but also for customers of ours to 
submit via email or a link on our KB site.  I've noticed a couple like 
ManageEngine, Numara Track-IT, and InverseFlow.

Has anyone had experience with these, and would recommend them?  Or would 
recommend something similar to what we require?

Thanks,

Jay

Jay Dale
I.T. Manager, 3GiG
Mobile: 713.299.2541
Email: jay.d...@3-gig.com<mailto:kandy.luk...@3-gig.com>

Confidentiality Notice: This e-mail, including any attached files, may contain 
confidential and/or privileged information for the sole use of the intended 
recipient. If you are not the intended recipient, you are hereby notified that 
any review, dissemination or copying of this e-mail and attachments, if any, or 
the information contained herein, is strictly prohibited. If you are not the 
intended recipient (or authorized to receive information for the intended 
recipient), please contact the sender by reply e-mail and delete all copies of 
this message.







~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

RE: Helpdesk software

[David L Herrick]

+1 for Trackit

 

From: Jay Dale [mailto:jay.d...@3-gig.com] 
Sent: Thursday, April 15, 2010 12:23 PM
To: NT System Admin Issues
Subject: Helpdesk software

 

Hey all,

 

I'm looking for some kind of helpdesk software we can utilize not only
for our internal ticket tracking and submittal, but also for customers
of ours to submit via email or a link on our KB site.  I've noticed a
couple like ManageEngine, Numara Track-IT, and InverseFlow. 

 

Has anyone had experience with these, and would recommend them?  Or
would recommend something similar to what we require?

 

Thanks,

 

Jay

 

Jay Dale

I.T. Manager, 3GiG

Mobile: 713.299.2541

Email: jay.d...@3-gig.com <mailto:kandy.luk...@3-gig.com>  

 

Confidentiality Notice: This e-mail, including any attached files, may
contain confidential and/or privileged information for the sole use of
the intended recipient. If you are not the intended recipient, you are
hereby notified that any review, dissemination or copying of this e-mail
and attachments, if any, or the information contained herein, is
strictly prohibited. If you are not the intended recipient (or
authorized to receive information for the intended recipient), please
contact the sender by reply e-mail and delete all copies of this
message.

 

 

 

 



This email and any attached files are confidential and intended solely
for the intended recipient(s). If you are not the named recipient you 
should not read, distribute, copy or alter this email. Any views or
opinions expressed in this email are those of the author and do not
represent those of Names in the News. Warning: Although precautions have been
taken to make sure no viruses are present in this email, the company 
cannot accept responsibility for any loss or damage that arise from the 
use of this email or attachments. 
~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

Re: Helpdesk software

[Roger Wright]

Not sure what your budget is, but Web+Center from
www.inet-sciences.com has a very cost-effect solution.


Die dulci fruere!

Roger Wright
___




On Thu, Apr 15, 2010 at 3:23 PM, Jay Dale  wrote:
> Hey all,
>
>
>
> I’m looking for some kind of helpdesk software we can utilize not only for
> our internal ticket tracking and submittal, but also for customers of ours
> to submit via email or a link on our KB site.  I’ve noticed a couple like
> ManageEngine, Numara Track-IT, and InverseFlow.
>
>
>
> Has anyone had experience with these, and would recommend them?  Or would
> recommend something similar to what we require?
>
>
>
> Thanks,
>
>
>
> Jay
>
>
>
> Jay Dale
>
> I.T. Manager, 3GiG
>
> Mobile: 713.299.2541
>
> Email: jay.d...@3-gig.com
>
>
>
> Confidentiality Notice: This e-mail, including any attached files, may
> contain confidential and/or privileged information for the sole use of the
> intended recipient. If you are not the intended recipient, you are hereby
> notified that any review, dissemination or copying of this e-mail and
> attachments, if any, or the information contained herein, is strictly
> prohibited. If you are not the intended recipient (or authorized to receive
> information for the intended recipient), please contact the sender by reply
> e-mail and delete all copies of this message.
>
>
>
>
>
>
>
>

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

Re: Helpdesk software

[Kurt Buff]

http://www.bestpractical.com/rt

On Thu, Apr 15, 2010 at 12:23, Jay Dale  wrote:
> Hey all,
>
>
>
> I’m looking for some kind of helpdesk software we can utilize not only for
> our internal ticket tracking and submittal, but also for customers of ours
> to submit via email or a link on our KB site.  I’ve noticed a couple like
> ManageEngine, Numara Track-IT, and InverseFlow.
>
>
>
> Has anyone had experience with these, and would recommend them?  Or would
> recommend something similar to what we require?
>
>
>
> Thanks,
>
>
>
> Jay
>
>
>
> Jay Dale
>
> I.T. Manager, 3GiG
>
> Mobile: 713.299.2541
>
> Email: jay.d...@3-gig.com
>
>
>
> Confidentiality Notice: This e-mail, including any attached files, may
> contain confidential and/or privileged information for the sole use of the
> intended recipient. If you are not the intended recipient, you are hereby
> notified that any review, dissemination or copying of this e-mail and
> attachments, if any, or the information contained herein, is strictly
> prohibited. If you are not the intended recipient (or authorized to receive
> information for the intended recipient), please contact the sender by reply
> e-mail and delete all copies of this message.
>
>
>
>
>
>
>
>

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

RE: Helpdesk software

[Jim Holmgren]

We are preparing to upgrade from Track-It to Footprints (both Numara
products) - so far I'm impressed with Footprints.

 

I another life, we had a good experience with an open source product  -
Liberum - but that was internal-only.  I suppose one could engineer it
to work both internally and externally.

 

Jim

 

 

Jim Holmgren

Manager of Server Engineering

XLHealth Corporation

The Warehouse at Camden Yards

351 West Camden Street, Suite 100

Baltimore, MD 21201 

410.625.2200 (main)

443.524.8573 (direct)

443-506.2400 (cell)

www.xlhealth.com

 

 

 

From: Jay Dale [mailto:jay.d...@3-gig.com] 
Sent: Thursday, April 15, 2010 3:23 PM
To: NT System Admin Issues
Subject: Helpdesk software

 

Hey all,

 

I'm looking for some kind of helpdesk software we can utilize not only
for our internal ticket tracking and submittal, but also for customers
of ours to submit via email or a link on our KB site.  I've noticed a
couple like ManageEngine, Numara Track-IT, and InverseFlow. 

 

Has anyone had experience with these, and would recommend them?  Or
would recommend something similar to what we require?

 

Thanks,

 

Jay

 

Jay Dale

I.T. Manager, 3GiG

Mobile: 713.299.2541

Email: jay.d...@3-gig.com <mailto:kandy.luk...@3-gig.com>  

 

Confidentiality Notice: This e-mail, including any attached files, may
contain confidential and/or privileged information for the sole use of
the intended recipient. If you are not the intended recipient, you are
hereby notified that any review, dissemination or copying of this e-mail
and attachments, if any, or the information contained herein, is
strictly prohibited. If you are not the intended recipient (or
authorized to receive information for the intended recipient), please
contact the sender by reply e-mail and delete all copies of this
message.

 

 

 

 


CONFIDENTIALITY NOTICE: This email, including attachments, is for the sole use 
of the intended recipient(s) and may contain confidential and/or protected 
health information. Under the Federal Law (HIPAA), the intended recipient is 
obligated to keep this information secure and confidential. Any disclosure to 
third parties without authorization from the member of as permitted by law is 
prohibited and punishable under Federal Law. If you are not the intended 
recipient, please contact the sender by reply e-mail and destroy all copies of 
the original message.

NOTA DE CONFIDENCIALIDAD: Este facsímile, incluyendo lo adjunto, es para el uso 
exclusivo del destinatario(s) y puede contener información confidencial y/o 
información protegida de salud. En virtud de la Ley Federal (HIPAA), el 
destinatario tiene la obligación de mantener esta información segura y 
confidencial. Cualquier divulgación a terceros sin la autorización de los 
miembros de lo permitido por la ley está prohibido y penado en virtud de la Ley 
Federal. Si usted no es el destinatario, por favor, póngase en contacto con el 
remitente por teléfono y destruir todas las copias del mensaje original
~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

Helpdesk software

[Jay Dale]

Hey all,

I'm looking for some kind of helpdesk software we can utilize not only for our 
internal ticket tracking and submittal, but also for customers of ours to 
submit via email or a link on our KB site.  I've noticed a couple like 
ManageEngine, Numara Track-IT, and InverseFlow.

Has anyone had experience with these, and would recommend them?  Or would 
recommend something similar to what we require?

Thanks,

Jay

Jay Dale
I.T. Manager, 3GiG
Mobile: 713.299.2541
Email: jay.d...@3-gig.com<mailto:kandy.luk...@3-gig.com>

Confidentiality Notice: This e-mail, including any attached files, may contain 
confidential and/or privileged information for the sole use of the intended 
recipient. If you are not the intended recipient, you are hereby notified that 
any review, dissemination or copying of this e-mail and attachments, if any, or 
the information contained herein, is strictly prohibited. If you are not the 
intended recipient (or authorized to receive information for the intended 
recipient), please contact the sender by reply e-mail and delete all copies of 
this message.



~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

RE: Helpdesk software

[Chris Orovet]

http://www.numarasoftware.com/ 

 

Regards,

 

Chris Orovet  Technical Support

 
O: (727)812-0276 Ext. 125

F: (727)812-0278

Email: supp...@atsi-inc.com

Web: http://www.atsi-inc.com

 

 

"Whatever relationships you have attracted in your life at this moment,
are precisely the ones you need in your life at this moment. There is a
hidden meaning behind all events, and this hidden meaning is serving
your own evolution." ~Chopra

 

Confidentiality Notice: This e-mail message and any attachments are for
the sole use of the intended recipient and may contain proprietary,
confidential, trade secret or privileged information. Any unauthorized
review, use, disclosure, or distribution is prohibited and may be a
violation of law. If you are not the intended recipient or a person
responsible for delivering this message to an intended recipient, please
contact the sender by reply e-mail and destroy all copies of the
original message immediately. 

 

From: James Rankin [mailto:kz2...@googlemail.com] 
Sent: Monday, September 21, 2009 3:32 AM
To: NT System Admin Issues
Subject: Helpdesk software

 

Anyone got any experience with this product - 
http://www.sitehelpdesk.com/ ?

We are currently trying to look for an alternative to our outdated
helpdesk software and would be interested to know what people recommend.
I've worked with a lot of different flavours down the years and can't
honestly say I've ever seen one that I really liked. We'd be keen to get
something that is AD-integrated, does good SLA tracking and has decent
reporting facilities. Any suggestions appreciated.

TIA,



JRR

-- 
"On two occasions...I have been asked, 'Pray, Mr Babbage, if you put
into the machine wrong figures, will the right answers come out?' I am
not able rightly to apprehend the kind of confusion of ideas that could
provoke such a question."

http://raythestray.blogspot.com

 

 

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~<>

Helpdesk software

[James Rankin]

Anyone got any experience with this product - http://www.sitehelpdesk.com/ ?

We are currently trying to look for an alternative to our outdated helpdesk
software and would be interested to know what people recommend. I've worked
with a lot of different flavours down the years and can't honestly say I've
ever seen one that I really liked. We'd be keen to get something that is
AD-integrated, does good SLA tracking and has decent reporting facilities.
Any suggestions appreciated.

TIA,



JRR

-- 
"On two occasions...I have been asked, 'Pray, Mr Babbage, if you put into
the machine wrong figures, will the right answers come out?' I am not able
rightly to apprehend the kind of confusion of ideas that could provoke such
a question."

http://raythestray.blogspot.com

~ Finally, powerful endpoint security that ISN'T a resource hog! ~
~ <http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/>  ~

RE: Helpdesk software

[Oliver Marshall]

Kayako supportsuite

-Original Message-
From: Kurt Buff [mailto:[EMAIL PROTECTED] 
Sent: 08 February 2008 19:17
To: NT System Admin Issues
Subject: Re: Helpdesk software

Lots.

One that I've been looking at lately is Request Tracker, from Best
Practical.

FOSS, and very nice.

On Feb 8, 2008 10:51 AM, David W. McSpadden <[EMAIL PROTECTED]> wrote:
>
>
>
> I have a list somewhere but cannot find it.
> I am currently using Liberium's Helpdesk but thought that there was
some
> other free Helpdesk softwares we talk about from time to time.
>
>
>
>
>
>
>
>
>
>
>

~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
~ <http://www.sunbelt-software.com/SunbeltMessagingNinja.cfm>  ~

~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
~ <http://www.sunbelt-software.com/SunbeltMessagingNinja.cfm>  ~

RE: Helpdesk software

[Roger Wright]

I used it at my previous employer and miss it here.



Roger Wright 
Network Administrator 
Evatone, Inc. 
727.572.7076  x388 
 

"How can you think and hit at the same time?" - Yogi Berra 
  
  
From: David W. McSpadden [mailto:[EMAIL PROTECTED] 
Sent: Friday, February 08, 2008 1:59 PM 
To: NT System Admin Issues 
Subject: Re: Helpdesk software 
  
  
Web+Center I think is what I am looking for. 
Anybody using it? 
- Original Message - 
From: HYPERLINK "mailto:[EMAIL PROTECTED]"James Kerr 
To: HYPERLINK "mailto:ntsysadmin@lyris.sunbelt-software.com"NT System
Admin Issues 
Sent: Friday, February 08, 2008 1:54 PM 
Subject: Re: Helpdesk software 
  
  
Spiceworks, Web+Center. 
- Original Message - 
From: HYPERLINK "mailto:[EMAIL PROTECTED]"David W. McSpadden 
To: HYPERLINK "mailto:ntsysadmin@lyris.sunbelt-software.com"NT System
Admin Issues 
Sent: Friday, February 08, 2008 1:51 PM 
Subject: Helpdesk software 
  
  
I have a list somewhere but cannot find it. 
I am currently using Liberium's Helpdesk but thought that there was some
other free Helpdesk softwares we talk about from time to time.

  
  






  

  
  






  

  






__ 





This email has been scanned by the MessageLabs Email Security System. 





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~ <http://www.sunbelt-software.com/SunbeltMessagingNinja.cfm>  ~

Re: Helpdesk software

[Eric E Eskam]

"David W. McSpadden" <[EMAIL PROTECTED]> wrote on 02/08/2008 01:51:12 PM:

> I have a list somewhere but cannot find it.
> I am currently using Liberium's Helpdesk but thought that there
> was some other free Helpdesk softwares we talk about from time to time.

Here's one:  http://otrs.org/

There are VM appliances (VM Bootable images) at vmware.com if you want to 
try it out with minimal fuss...

Eric Eskam
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
The contents of this message are mine personally and do not reflect any 
position of the U.S. Government
"The human mind treats a new idea the same way the body treats a strange 
protein; it rejects it."
-  P. B. Medawar
~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
~   ~

Re: Helpdesk software

[Kurt Buff]

Lots.

One that I've been looking at lately is Request Tracker, from Best Practical.

FOSS, and very nice.

On Feb 8, 2008 10:51 AM, David W. McSpadden <[EMAIL PROTECTED]> wrote:
>
>
>
> I have a list somewhere but cannot find it.
> I am currently using Liberium's Helpdesk but thought that there was some
> other free Helpdesk softwares we talk about from time to time.
>
>
>
>
>
>
>
>
>
>
>

~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
~   ~

RE: Helpdesk software

[Joe Heaton]

Tried to use Spiceworks here, and couldn't get the thing to look at the
machine it's installed on.  Kept erroring out on me.
 
Joe Heaton
 



From: Bob Fronk [mailto:[EMAIL PROTECTED] 
Sent: Friday, February 08, 2008 10:55 AM
To: NT System Admin Issues
Subject: RE: Helpdesk software




Spiceworks is cool. (Free)

 

I have only loaded to demo it.  Not using it myself.

 

Bob Fronk

 

 

 

From: David W. McSpadden [mailto:[EMAIL PROTECTED] 
Sent: Friday, February 08, 2008 1:51 PM
To: NT System Admin Issues
Subject: Helpdesk software

 

 

I have a list somewhere but cannot find it.

I am currently using Liberium's Helpdesk but thought that there was some
other free Helpdesk softwares we talk about from time to time.

 

 

 





 


This email and any attached files are confidential and intended solely
for the intended recipient(s). If you are not the named recipient you
should not read, distribute, copy or alter this email. Any views or
opinions expressed in this email are those of the author and do not
represent those of the Davis H. Elliot Company . Warning: Although
precautions have been taken to make sure no viruses are present in this
email, the company cannot accept responsibility for any loss or damage
that arise from the use of this email or attachments.










~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
~ <http://www.sunbelt-software.com/SunbeltMessagingNinja.cfm>  ~

RE: Helpdesk software

[Benjamin Zachary]

I am/was for quite sometime.

 

  _  

From: David W. McSpadden [mailto:[EMAIL PROTECTED] 
Sent: Friday, February 08, 2008 1:59 PM
To: NT System Admin Issues
Subject: Re: Helpdesk software

 

 

Web+Center I think is what I am looking for.

Anybody using it?

- Original Message - 

From: James Kerr <mailto:[EMAIL PROTECTED]>  

To: NT System Admin Issues <mailto:ntsysadmin@lyris.sunbelt-software.com>  

Sent: Friday, February 08, 2008 1:54 PM

Subject: Re: Helpdesk software

 

 

Spiceworks, Web+Center.

- Original Message - 

From: David W. McSpadden <mailto:[EMAIL PROTECTED]>  

To: NT System Admin Issues <mailto:ntsysadmin@lyris.sunbelt-software.com>  

Sent: Friday, February 08, 2008 1:51 PM

Subject: Helpdesk software

 

 

I have a list somewhere but cannot find it.

I am currently using Liberium's Helpdesk but thought that there was some
other free Helpdesk softwares we talk about from time to time.

 

 








 

 

 








 

 







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This email has been scanned by the MessageLabs Email Security System.






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~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
~ <http://www.sunbelt-software.com/SunbeltMessagingNinja.cfm>  ~

Re: Helpdesk software

[David W. McSpadden]

Web+Center I think is what I am looking for.
Anybody using it?
  - Original Message - 
  From: James Kerr 
  To: NT System Admin Issues 
  Sent: Friday, February 08, 2008 1:54 PM
  Subject: Re: Helpdesk software




  Spiceworks, Web+Center.
- Original Message - 
From: David W. McSpadden 
To: NT System Admin Issues 
Sent: Friday, February 08, 2008 1:51 PM
Subject: Helpdesk software




I have a list somewhere but cannot find it.
I am currently using Liberium's Helpdesk but thought that there was some 
other free Helpdesk softwares we talk about from time to time.


















__
This email has been scanned by the MessageLabs Email Security System.
For more information please visit http://www.messagelabs.com/email 
__


~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
~ <http://www.sunbelt-software.com/SunbeltMessagingNinja.cfm>  ~

Re: Helpdesk software

[James Kerr]

Spiceworks, Web+Center.
  - Original Message - 
  From: David W. McSpadden 
  To: NT System Admin Issues 
  Sent: Friday, February 08, 2008 1:51 PM
  Subject: Helpdesk software




  I have a list somewhere but cannot find it.
  I am currently using Liberium's Helpdesk but thought that there was some 
other free Helpdesk softwares we talk about from time to time.










~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
~ <http://www.sunbelt-software.com/SunbeltMessagingNinja.cfm>  ~

RE: Helpdesk software

[Bob Fronk]

Spiceworks is cool. (Free)

 

I have only loaded to demo it.  Not using it myself.

 

Bob Fronk

 

 

 

From: David W. McSpadden [mailto:[EMAIL PROTECTED] 
Sent: Friday, February 08, 2008 1:51 PM
To: NT System Admin Issues
Subject: Helpdesk software

 

 

I have a list somewhere but cannot find it.

I am currently using Liberium's Helpdesk but thought that there was some
other free Helpdesk softwares we talk about from time to time.

 

 

 





 




This email and any attached files are confidential and intended solely for the 
intended recipient(s). If you are not the named recipient you should not read, 
distribute, copy or alter this email. Any views or opinions expressed in this 
email are those of the author and do not represent those of the Davis H. Elliot 
Company company. Warning: Although precautions have been taken to make sure no 
viruses are present in this email, the company cannot accept responsibility for 
any loss or damage that arise from the use of this email or attachments.
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Helpdesk software

[David W. McSpadden]

I have a list somewhere but cannot find it.
I am currently using Liberium's Helpdesk but thought that there was some other 
free Helpdesk softwares we talk about from time to time.

~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
~   ~

RE: Helpdesk Software

[Christopher Boggs]

We also use Helpstar, but we've had a lot of issues with it.  They
advertise all these features, but when you try to actually use them, it
breaks stuff - and when you call them for support they say "What, you
mean you're actually using that feature?  Oh, well we'll try to fix it
then..." as if they were aware that it was seriously buggy but didn't
care because apparently the majority of people that use Helpstar don't
use those features.

But, it works most of the time so it ain't all that bad.

Our parent company runs it as well, except they don't even use the web
interface, which I thought was pretty silly considering how much it
costs.

 



From: Tom Miller [mailto:[EMAIL PROTECTED] 
Sent: Friday, January 11, 2008 1:29 PM
To: NT System Admin Issues
Subject: Re: Helpdesk Software

 


We use Help Star here.  Very flexible and cost is based on number of
tech agents.

>>> "Kurt Buff" <[EMAIL PROTECTED]> 1/11/2008 1:55 PM >>>
Request Tracker, by Best Practical.

GPL, very well respected.

On Jan 11, 2008 8:03 AM, Kevan Dickinson <[EMAIL PROTECTED]>
wrote:
>
>
>
> Hi
>
> I have been asked to look into upgrading our .helpdesk Software.
>
> We need to support about 250 users in the UK and 50 or so in other
> countries.
>
> Our current system was written in-house and is based around logging
calls in
> access.
>
> We would like the users to be able to initiate calls by email or log
them
> over the internet.  We would like it to include asset management of
both
> hardware and software if possible.  Easy updating of calls is a must.
If we
> could click on the user who initiated the call and see all there
details
> including phone extensions or mobile number that would also be nice.
A
> purchasing module would also be good. Good reporting is also required.
>
> The system would also be used by our software developers so people can
> report bugs in our in house programs and request updates/changes to
our
> databases.
>
> About 5 IT staff will be accessing the system,
>
> Thank you for your thoughts.
>
> Regards
>
> Kevan Dickinson
> Network Manager
> CMi plc
> 23 Hanborough Business Park, Long Hanborough, Oxfordshire. OX29 8SG.
> Direct Tel: +(44)1993 885661
> mailto:[EMAIL PROTECTED]
> http://www.cmi <http://www.cmi/> -plc.com
>
>
>
>


>
> ***Disclaimer***
>
> The contents of this Email may be privileged and are confidential. If
you
> are not the intended recipient, any disclosure, copying, distribution
or any
> action taken or omitted to be taken in reliance on it, is prohibited
and may
> be unlawful.
>
> Should you wish to use Email as a mode of communication, CMi plc and
its
> subsidiaries are unable to guarantee the security of Email content
outside
> of our own computer systems.
>
> This footnote also confirms that this Email message has been checked
by
> MailMarshal for the presence of computer viruses. Whilst we run
anti-virus
> software, you are solely responsible for ensuring that any Email or
> attachment you receive is virus free. We disclaim any liability for
any
> damage you suffer as a consequence of receiving any virus.
>
> Checkmate International plc (CMi)
> Registered in England No: 1899857
> Registered Office 4th Floor, 35 New Bridge Street, London, EC4V 6BW
>
>

**
>
>
>
>
>
>
>
>
>
>
>

~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
~ <http://www.sunbelt <http://www.sunbelt/>
-software.com/SunbeltMessagingNinja.cfm>  ~

Confidentiality Notice: This e-mail message, including attachments, is
for the sole use of the intended recipient(s) and may contain
confidential and privileged information. Any unauthorized review, use,
disclosure, or distribution is prohibited. If you are not the intended
recipient, please contact the sender by reply e-mail and destroy all
copies of the original message. 

 

 





 


~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
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RE: Helpdesk Software

[Oliver Marshall]

Kayako is very good.

THeres a number of packages from AdventNet which are very powerful.

FogBugz is more bug tracker than support desk, but can do both. 

-Original Message-
From: Kurt Buff [mailto:[EMAIL PROTECTED] 
Sent: 11 January 2008 18:56
To: NT System Admin Issues
Subject: Re: Helpdesk Software

Request Tracker, by Best Practical.

GPL, very well respected.

On Jan 11, 2008 8:03 AM, Kevan Dickinson <[EMAIL PROTECTED]>
wrote:
>
>
>
> Hi
>
> I have been asked to look into upgrading our .helpdesk Software.
>
> We need to support about 250 users in the UK and 50 or so in other
> countries.
>
> Our current system was written in-house and is based around logging
calls in
> access.
>
> We would like the users to be able to initiate calls by email or log
them
> over the internet.  We would like it to include asset management of
both
> hardware and software if possible.  Easy updating of calls is a must.
If we
> could click on the user who initiated the call and see all there
details
> including phone extensions or mobile number that would also be nice.
A
> purchasing module would also be good. Good reporting is also required.
>
> The system would also be used by our software developers so people can
> report bugs in our in house programs and request updates/changes to
our
> databases.
>
> About 5 IT staff will be accessing the system,
>
> Thank you for your thoughts.
>
> Regards
>
> Kevan Dickinson
> Network Manager
> CMi plc
> 23 Hanborough Business Park, Long Hanborough, Oxfordshire. OX29 8SG.
> Direct Tel: +(44)1993 885661
> mailto:[EMAIL PROTECTED]
> http://www.cmi-plc.com
>
>
>
>


>
> ***Disclaimer***
>
> The contents of this Email may be privileged and are confidential. If
you
> are not the intended recipient, any disclosure, copying, distribution
or any
> action taken or omitted to be taken in reliance on it, is prohibited
and may
> be unlawful.
>
> Should you wish to use Email as a mode of communication, CMi plc and
its
> subsidiaries are unable to guarantee the security of Email content
outside
> of our own computer systems.
>
> This footnote also confirms that this Email message has been checked
by
> MailMarshal for the presence of computer viruses. Whilst we run
anti-virus
> software, you are solely responsible for ensuring that any Email or
> attachment you receive is virus free. We disclaim any liability for
any
> damage you suffer as a consequence of receiving any virus.
>
> Checkmate International plc (CMi)
> Registered in England No: 1899857
> Registered Office 4th Floor, 35 New Bridge Street, London, EC4V 6BW
>
>

**
>
>
>
>
>
>
>
>
>
>
>

~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
~ <http://www.sunbelt-software.com/SunbeltMessagingNinja.cfm>  ~

~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
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Re: Helpdesk Software

[Tom Miller]

We use Help Star here.  Very flexible and cost is based on number of tech 
agents.

>>> "Kurt Buff" <[EMAIL PROTECTED]> 1/11/2008 1:55 PM >>>
Request Tracker, by Best Practical.

GPL, very well respected.

On Jan 11, 2008 8:03 AM, Kevan Dickinson <[EMAIL PROTECTED]> wrote:
>
>
>
> Hi
>
> I have been asked to look into upgrading our .helpdesk Software.
>
> We need to support about 250 users in the UK and 50 or so in other
> countries.
>
> Our current system was written in-house and is based around logging calls in
> access.
>
> We would like the users to be able to initiate calls by email or log them
> over the internet.  We would like it to include asset management of both
> hardware and software if possible.  Easy updating of calls is a must.  If we
> could click on the user who initiated the call and see all there details
> including phone extensions or mobile number that would also be nice.  A
> purchasing module would also be good. Good reporting is also required.
>
> The system would also be used by our software developers so people can
> report bugs in our in house programs and request updates/changes to our
> databases.
>
> About 5 IT staff will be accessing the system,
>
> Thank you for your thoughts.
>
> Regards
>
> Kevan Dickinson
> Network Manager
> CMi plc
> 23 Hanborough Business Park, Long Hanborough, Oxfordshire. OX29 8SG.
> Direct Tel: +(44)1993 885661
> mailto:[EMAIL PROTECTED] 
> http://www.cmi ( http://www.cmi/ )-plc.com
>
>
>
> 
>
> ***Disclaimer***
>
> The contents of this Email may be privileged and are confidential. If you
> are not the intended recipient, any disclosure, copying, distribution or any
> action taken or omitted to be taken in reliance on it, is prohibited and may
> be unlawful.
>
> Should you wish to use Email as a mode of communication, CMi plc and its
> subsidiaries are unable to guarantee the security of Email content outside
> of our own computer systems.
>
> This footnote also confirms that this Email message has been checked by
> MailMarshal for the presence of computer viruses. Whilst we run anti-virus
> software, you are solely responsible for ensuring that any Email or
> attachment you receive is virus free. We disclaim any liability for any
> damage you suffer as a consequence of receiving any virus.
>
> Checkmate International plc (CMi)
> Registered in England No: 1899857
> Registered Office 4th Floor, 35 New Bridge Street, London, EC4V 6BW
>
> **
>
>
>
>
>
>
>
>
>
>
>

~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
~ <http://www.sunbelt ( http://www.sunbelt/ 
)-software.com/SunbeltMessagingNinja.cfm>  ~

Confidentiality Notice:  This e-mail message, including attachments, is for the 
sole use of the intended recipient(s) and may contain confidential and 
privileged information.  Any unauthorized review, use, disclosure, or 
distribution is prohibited.  If you are not the intended recipient, please 
contact the sender by reply e-mail and destroy all copies of the original 
message.

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Re: Helpdesk Software

[Kurt Buff]

Request Tracker, by Best Practical.

GPL, very well respected.

On Jan 11, 2008 8:03 AM, Kevan Dickinson <[EMAIL PROTECTED]> wrote:
>
>
>
> Hi
>
> I have been asked to look into upgrading our .helpdesk Software.
>
> We need to support about 250 users in the UK and 50 or so in other
> countries.
>
> Our current system was written in-house and is based around logging calls in
> access.
>
> We would like the users to be able to initiate calls by email or log them
> over the internet.  We would like it to include asset management of both
> hardware and software if possible.  Easy updating of calls is a must.  If we
> could click on the user who initiated the call and see all there details
> including phone extensions or mobile number that would also be nice.  A
> purchasing module would also be good. Good reporting is also required.
>
> The system would also be used by our software developers so people can
> report bugs in our in house programs and request updates/changes to our
> databases.
>
> About 5 IT staff will be accessing the system,
>
> Thank you for your thoughts.
>
> Regards
>
> Kevan Dickinson
> Network Manager
> CMi plc
> 23 Hanborough Business Park, Long Hanborough, Oxfordshire. OX29 8SG.
> Direct Tel: +(44)1993 885661
> mailto:[EMAIL PROTECTED]
> http://www.cmi-plc.com
>
>
>
> 
>
> ***Disclaimer***
>
> The contents of this Email may be privileged and are confidential. If you
> are not the intended recipient, any disclosure, copying, distribution or any
> action taken or omitted to be taken in reliance on it, is prohibited and may
> be unlawful.
>
> Should you wish to use Email as a mode of communication, CMi plc and its
> subsidiaries are unable to guarantee the security of Email content outside
> of our own computer systems.
>
> This footnote also confirms that this Email message has been checked by
> MailMarshal for the presence of computer viruses. Whilst we run anti-virus
> software, you are solely responsible for ensuring that any Email or
> attachment you receive is virus free. We disclaim any liability for any
> damage you suffer as a consequence of receiving any virus.
>
> Checkmate International plc (CMi)
> Registered in England No: 1899857
> Registered Office 4th Floor, 35 New Bridge Street, London, EC4V 6BW
>
> **
>
>
>
>
>
>
>
>
>
>
>

~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
~ <http://www.sunbelt-software.com/SunbeltMessagingNinja.cfm>  ~

Re: Helpdesk Software

[RAY ZORZ]

Our agency uses Cherwell.  It's not cheap, but has a lot of available 
functionaliy we're not even using.  I don't actually use it, because the 
licensing costs were too high for us to add our dept.   


>>> "Kevan Dickinson" <[EMAIL PROTECTED]> 1/11/2008 9:03 AM >>>
Hi
 
I have been asked to look into upgrading our .helpdesk Software.
 
We need to support about 250 users in the UK and 50 or so in other
countries.
 
Our current system was written in-house and is based around logging
calls in access.
 
We would like the users to be able to initiate calls by email or log
them over the internet.  We would like it to include asset management of
both hardware and software if possible.  Easy updating of calls is a
must.  If we could click on the user who initiated the call and see all
there details including phone extensions or mobile number that would
also be nice.  A purchasing module would also be good. Good reporting is
also required.
 
The system would also be used by our software developers so people can
report bugs in our in house programs and request updates/changes to our
databases.  
 
About 5 IT staff will be accessing the system,
 
Thank you for your thoughts.
 
Regards
 
Kevan Dickinson
Network Manager
CMi plc
23 Hanborough Business Park, Long Hanborough, Oxfordshire. OX29 8SG.
Direct Tel: +(44)1993 885661
mailto:[EMAIL PROTECTED] 
http://www.cmi-plc.com <http://www.cmi-plc.com/> 
 
 



  ***Disclaimer***

The contents of this Email may be privileged and are confidential. If you are 
not the intended recipient, any disclosure, copying, distribution or any action 
taken or omitted to be taken in reliance on it, is prohibited and may be 
unlawful.

Should you wish to use Email as a mode of communication, CMi plc and its 
subsidiaries are unable to guarantee the security of Email content outside of 
our own computer systems.

This footnote also confirms that this Email message has been checked by 
MailMarshal for the presence of computer viruses. Whilst we run anti-virus 
software, you are solely responsible for ensuring that any Email or attachment 
you receive is virus free. We disclaim any liability for any damage you suffer 
as a consequence of receiving any virus.

Checkmate International plc (CMi)
Registered in England No: 1899857
Registered Office 4th Floor, 35 New Bridge Street, London, EC4V 6BW

**

~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
~ <http://www.sunbelt-software.com/SunbeltMessagingNinja.cfm>  ~


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RE: Helpdesk Software

[Rod Trent]

Scriptlogic talks about it in this interview.

 

http://www.myITforum.com/absolutevc/?v=588 

 

Surprisingly, as a just acquired piece of software, it is integrated pretty
well with their other products.

 

Also, stay tuned to February.  Scriptlogic will be making a pretty
substantial announcement.  The interview announcement will be posted to the
same place, just prior to the announcement going live on Scriptlogic's web
site.  The announcement includes information about BridgeTrak.

 

And, if you listen to the interview, you'll hear that, even thought acquired
by Quest, Scriptlogic remains pretty autonomous - which is a good thing.

 

From: Tim Vander Kooi [mailto:[EMAIL PROTECTED] 
Sent: Friday, January 11, 2008 11:08 AM
To: NT System Admin Issues
Subject: RE: Helpdesk Software

 

 

ScriptLogic has a new helpdesk package out named BridgeTrak. I haven't used
it yet, but based on the quality of their other products (which I do use)
and the fact that they are now owned by Quest who tend to make good software
also, I would count it as worthy of checking out.

TVK

 

From: Kevan Dickinson [mailto:[EMAIL PROTECTED] 
Sent: Friday, January 11, 2008 10:04 AM
To: NT System Admin Issues
Subject: Helpdesk Software

 

 

Hi

 

I have been asked to look into upgrading our .helpdesk Software.

 

We need to support about 250 users in the UK and 50 or so in other
countries.

 

Our current system was written in-house and is based around logging calls in
access.

 

We would like the users to be able to initiate calls by email or log them
over the internet.  We would like it to include asset management of both
hardware and software if possible.  Easy updating of calls is a must.  If we
could click on the user who initiated the call and see all there details
including phone extensions or mobile number that would also be nice.  A
purchasing module would also be good. Good reporting is also required.

 

The system would also be used by our software developers so people can
report bugs in our in house programs and request updates/changes to our
databases.  

 

About 5 IT staff will be accessing the system,

 

Thank you for your thoughts.

 

Regards

 

Kevan Dickinson

Network Manager

CMi plc

23 Hanborough Business Park, Long Hanborough, Oxfordshire. OX29 8SG.

Direct Tel: +(44)1993 885661

mailto:[EMAIL PROTECTED]

http://www.cmi-plc.com <http://www.cmi-plc.com/> 

 

 




***Disclaimer***

The contents of this Email may be privileged and are confidential. If you
are not the intended recipient, any disclosure, copying, distribution or any
action taken or omitted to be taken in reliance on it, is prohibited and may
be unlawful.

Should you wish to use Email as a mode of communication, CMi plc and its
subsidiaries are unable to guarantee the security of Email content outside
of our own computer systems.

This footnote also confirms that this Email message has been checked by
MailMarshal for the presence of computer viruses. Whilst we run anti-virus
software, you are solely responsible for ensuring that any Email or
attachment you receive is virus free. We disclaim any liability for any
damage you suffer as a consequence of receiving any virus.

Checkmate International plc (CMi)
Registered in England No: 1899857
Registered Office 4th Floor, 35 New Bridge Street, London, EC4V 6BW


**

 

 














 
 


 

 







 


~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
~ <http://www.sunbelt-software.com/SunbeltMessagingNinja.cfm>  ~

RE: Helpdesk Software

[Ziots, Edward]

Look into Numara products, got a lot of functionality you are looking
for. It included change-management, Knowledge-base, Helpdesk functions,
etc etc. 

 

Z

 



From: Kevan Dickinson [mailto:[EMAIL PROTECTED] 
Sent: Friday, January 11, 2008 11:04 AM
To: NT System Admin Issues
Subject: Helpdesk Software

 

 

Hi

 

I have been asked to look into upgrading our .helpdesk Software.

 

We need to support about 250 users in the UK and 50 or so in other
countries.

 

Our current system was written in-house and is based around logging
calls in access.

 

We would like the users to be able to initiate calls by email or log
them over the internet.  We would like it to include asset management of
both hardware and software if possible.  Easy updating of calls is a
must.  If we could click on the user who initiated the call and see all
there details including phone extensions or mobile number that would
also be nice.  A purchasing module would also be good. Good reporting is
also required.

 

The system would also be used by our software developers so people can
report bugs in our in house programs and request updates/changes to our
databases.  

 

About 5 IT staff will be accessing the system,

 

Thank you for your thoughts.

 

Regards

 

Kevan Dickinson

Network Manager

CMi plc

23 Hanborough Business Park, Long Hanborough, Oxfordshire. OX29 8SG.

Direct Tel: +(44)1993 885661

mailto:[EMAIL PROTECTED]

http://www.cmi-plc.com <http://www.cmi-plc.com/> 

 

 




***Disclaimer***

The contents of this Email may be privileged and are confidential. If
you are not the intended recipient, any disclosure, copying,
distribution or any action taken or omitted to be taken in reliance on
it, is prohibited and may be unlawful.

Should you wish to use Email as a mode of communication, CMi plc and its
subsidiaries are unable to guarantee the security of Email content
outside of our own computer systems.

This footnote also confirms that this Email message has been checked by
MailMarshal for the presence of computer viruses. Whilst we run
anti-virus software, you are solely responsible for ensuring that any
Email or attachment you receive is virus free. We disclaim any liability
for any damage you suffer as a consequence of receiving any virus.

Checkmate International plc (CMi)
Registered in England No: 1899857
Registered Office 4th Floor, 35 New Bridge Street, London, EC4V 6BW


**

 

 





 


~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
~ <http://www.sunbelt-software.com/SunbeltMessagingNinja.cfm>  ~

RE: Helpdesk Software

[Joe Heaton]

We're using Track-It! here.  Decent program, includes the inventory,
purchasing etc.  The users would initiate work-orders over a webpage.
Also includes a remote access module, which IIRC has a couple of
abilities that you don't have with Remote Assistance.

 

Joe Heaton



From: Kevan Dickinson [mailto:[EMAIL PROTECTED] 
Sent: Friday, January 11, 2008 8:04 AM
To: NT System Admin Issues
Subject: Helpdesk Software

 

 

Hi

 

I have been asked to look into upgrading our .helpdesk Software.

 

We need to support about 250 users in the UK and 50 or so in other
countries.

 

Our current system was written in-house and is based around logging
calls in access.

 

We would like the users to be able to initiate calls by email or log
them over the internet.  We would like it to include asset management of
both hardware and software if possible.  Easy updating of calls is a
must.  If we could click on the user who initiated the call and see all
there details including phone extensions or mobile number that would
also be nice.  A purchasing module would also be good. Good reporting is
also required.

 

The system would also be used by our software developers so people can
report bugs in our in house programs and request updates/changes to our
databases.  

 

About 5 IT staff will be accessing the system,

 

Thank you for your thoughts.

 

Regards

 

Kevan Dickinson

Network Manager

CMi plc

23 Hanborough Business Park, Long Hanborough, Oxfordshire. OX29 8SG.

Direct Tel: +(44)1993 885661

mailto:[EMAIL PROTECTED]

http://www.cmi-plc.com <http://www.cmi-plc.com/> 

 

 




***Disclaimer***

The contents of this Email may be privileged and are confidential. If
you are not the intended recipient, any disclosure, copying,
distribution or any action taken or omitted to be taken in reliance on
it, is prohibited and may be unlawful.

Should you wish to use Email as a mode of communication, CMi plc and its
subsidiaries are unable to guarantee the security of Email content
outside of our own computer systems.

This footnote also confirms that this Email message has been checked by
MailMarshal for the presence of computer viruses. Whilst we run
anti-virus software, you are solely responsible for ensuring that any
Email or attachment you receive is virus free. We disclaim any liability
for any damage you suffer as a consequence of receiving any virus.

Checkmate International plc (CMi)
Registered in England No: 1899857
Registered Office 4th Floor, 35 New Bridge Street, London, EC4V 6BW


**

 

 





 


~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
~ <http://www.sunbelt-software.com/SunbeltMessagingNinja.cfm>  ~

RE: Helpdesk Software

[Tim Vander Kooi]

ScriptLogic has a new helpdesk package out named BridgeTrak. I haven't
used it yet, but based on the quality of their other products (which I
do use) and the fact that they are now owned by Quest who tend to make
good software also, I would count it as worthy of checking out.

TVK

 

From: Kevan Dickinson [mailto:[EMAIL PROTECTED] 
Sent: Friday, January 11, 2008 10:04 AM
To: NT System Admin Issues
Subject: Helpdesk Software

 

 

Hi

 

I have been asked to look into upgrading our .helpdesk Software.

 

We need to support about 250 users in the UK and 50 or so in other
countries.

 

Our current system was written in-house and is based around logging
calls in access.

 

We would like the users to be able to initiate calls by email or log
them over the internet.  We would like it to include asset management of
both hardware and software if possible.  Easy updating of calls is a
must.  If we could click on the user who initiated the call and see all
there details including phone extensions or mobile number that would
also be nice.  A purchasing module would also be good. Good reporting is
also required.

 

The system would also be used by our software developers so people can
report bugs in our in house programs and request updates/changes to our
databases.  

 

About 5 IT staff will be accessing the system,

 

Thank you for your thoughts.

 

Regards

 

Kevan Dickinson

Network Manager

CMi plc

23 Hanborough Business Park, Long Hanborough, Oxfordshire. OX29 8SG.

Direct Tel: +(44)1993 885661

mailto:[EMAIL PROTECTED]

http://www.cmi-plc.com <http://www.cmi-plc.com/> 

 

 




***Disclaimer***

The contents of this Email may be privileged and are confidential. If
you are not the intended recipient, any disclosure, copying,
distribution or any action taken or omitted to be taken in reliance on
it, is prohibited and may be unlawful.

Should you wish to use Email as a mode of communication, CMi plc and its
subsidiaries are unable to guarantee the security of Email content
outside of our own computer systems.

This footnote also confirms that this Email message has been checked by
MailMarshal for the presence of computer viruses. Whilst we run
anti-virus software, you are solely responsible for ensuring that any
Email or attachment you receive is virus free. We disclaim any liability
for any damage you suffer as a consequence of receiving any virus.

Checkmate International plc (CMi)
Registered in England No: 1899857
Registered Office 4th Floor, 35 New Bridge Street, London, EC4V 6BW


**

 

 





 


~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
~ <http://www.sunbelt-software.com/SunbeltMessagingNinja.cfm>  ~

Re: Helpdesk Software

[Sherry Abercrombie]

Although no one has mentioned it yet, Heat is a HD based software that does
a lot of what you're wanting.

I can't really say that I'm impressed with it though.  Our organization
bought it 3-4 months ago, has sent someone to training, and we even
purchased professional services to help get it implemented.  So far the
professional services haven't produced anything for production yet.

On Jan 11, 2008 10:14 AM, Ziots, Edward <[EMAIL PROTECTED]> wrote:

>
>  Look into Numara products, got a lot of functionality you are looking
> for. It included change-management, Knowledge-base, Helpdesk functions, etc
> etc.
>
>
>
> Z
>
>
>  --
>
> *From:* Kevan Dickinson [mailto:[EMAIL PROTECTED]
> *Sent:* Friday, January 11, 2008 11:04 AM
>
> *To:* NT System Admin Issues
> *Subject:* Helpdesk Software
>
>
>
>
>
> Hi
>
>
>
> I have been asked to look into upgrading our .helpdesk Software.
>
>
>
> We need to support about 250 users in the UK and 50 or so in other
> countries.
>
>
>
> Our current system was written in-house and is based around logging calls
> in access.
>
>
>
> We would like the users to be able to initiate calls by email or log them
> over the internet.  We would like it to include asset management of both
> hardware and software if possible.  Easy updating of calls is a must.  If we
> could click on the user who initiated the call and see all there details
> including phone extensions or mobile number that would also be nice.  A
> purchasing module would also be good. Good reporting is also required.
>
>
>
> The system would also be used by our software developers so people can
> report bugs in our in house programs and request updates/changes to our
> databases.
>
>
>
> About 5 IT staff will be accessing the system,
>
>
>
> Thank you for your thoughts.
>
>
>
> Regards
>
>
>
> *Kevan Dickinson*
>
> Network Manager
>
> *CMi plc*
>
> 23 Hanborough Business Park, Long Hanborough, Oxfordshire. OX29 8SG.
>
> *Direct **Tel: +(44)1993 885661*
>
> mailto:[EMAIL PROTECTED]
>
> http://www.cmi-plc.com
>
>
>
>
>
>
> 
>
> ***Disclaimer***
>
> The contents of this Email may be privileged and are confidential. If you
> are not the intended recipient, any disclosure, copying, distribution or any
> action taken or omitted to be taken in reliance on it, is prohibited and may
> be unlawful.
>
> Should you wish to use Email as a mode of communication, CMi plc and its
> subsidiaries are unable to guarantee the security of Email content outside
> of our own computer systems.
>
> This footnote also confirms that this Email message has been checked by
> MailMarshal for the presence of computer viruses. Whilst we run anti-virus
> software, you are solely responsible for ensuring that any Email or
> attachment you receive is virus free. We disclaim any liability for any
> damage you suffer as a consequence of receiving any virus.
>
> Checkmate International plc (CMi)
> Registered in England No: 1899857
> Registered Office 4th Floor, 35 New Bridge Street, London, EC4V 6BW
>
>
> **
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>


-- 
Sherry Abercrombie

"Reality is merely an illusion, albeit a persistent one."
-Albert Einstein

~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
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Helpdesk Software

[Kevan Dickinson]

Hi
 
I have been asked to look into upgrading our .helpdesk Software.
 
We need to support about 250 users in the UK and 50 or so in other
countries.
 
Our current system was written in-house and is based around logging
calls in access.
 
We would like the users to be able to initiate calls by email or log
them over the internet.  We would like it to include asset management of
both hardware and software if possible.  Easy updating of calls is a
must.  If we could click on the user who initiated the call and see all
there details including phone extensions or mobile number that would
also be nice.  A purchasing module would also be good. Good reporting is
also required.
 
The system would also be used by our software developers so people can
report bugs in our in house programs and request updates/changes to our
databases.  
 
About 5 IT staff will be accessing the system,
 
Thank you for your thoughts.
 
Regards
 
Kevan Dickinson
Network Manager
CMi plc
23 Hanborough Business Park, Long Hanborough, Oxfordshire. OX29 8SG.
Direct Tel: +(44)1993 885661
mailto:[EMAIL PROTECTED]
http://www.cmi-plc.com <http://www.cmi-plc.com/> 
 
 



  ***Disclaimer***

The contents of this Email may be privileged and are confidential. If you are 
not the intended recipient, any disclosure, copying, distribution or any action 
taken or omitted to be taken in reliance on it, is prohibited and may be 
unlawful.

Should you wish to use Email as a mode of communication, CMi plc and its 
subsidiaries are unable to guarantee the security of Email content outside of 
our own computer systems.

This footnote also confirms that this Email message has been checked by 
MailMarshal for the presence of computer viruses. Whilst we run anti-virus 
software, you are solely responsible for ensuring that any Email or attachment 
you receive is virus free. We disclaim any liability for any damage you suffer 
as a consequence of receiving any virus.

Checkmate International plc (CMi)
Registered in England No: 1899857
Registered Office 4th Floor, 35 New Bridge Street, London, EC4V 6BW

**

~ Upgrade to Next Generation Antispam/Antivirus with Ninja!~
~ <http://www.sunbelt-software.com/SunbeltMessagingNinja.cfm>  ~