What do you use as a Helpdesk Ticketing Solution

[pjbate]

Hi all,

As you all know Lansweeper is a magnificent asset management solution that has delivered its value ten fold over the past couple of years. I am reaching out to see if anyone has experienced a similar level of quality application for helpdesk ticketing?

We use a very clunky system and I want to present a new solution to management so if you have any great tools that you have used in the past - I am particularly looking for a slick and responsive web-based interface, email alerting and reasonable reporting on a SQL based database.

If you have any thoughts and suggestions please let me know.

Thanks!

Peter

[Daniel_B]

zibby wrote:
Any ETA for SLA, CMDB, Change Management in your Roadmaps?

The helpdesk allows customizing SLAs and assigning them to ticket types which can be customized as well. Full change management is not included yet, but through custom ticket types and custom fields which optionally can be nested you can use the helpdesk for a quite some parts of it.

[jengley]

We currently use HP Openview Service Desk. If Lansweeper came out with a well designed Service Desk, I think we would definitely consider using it.

@Lansweeper - Will you be allowing premium users to beta test the Service desk before you officially release it?

[Hemoco]

jengley wrote:
Will you be allowing premium users to beta test the Service desk before you officially release it?

Yes. Please contact support@lansweeper.com to be added to our list of beta testers.

[blighter]

Lansweeper wrote:

jengley wrote:
Will you be allowing premium users to beta test the Service desk before you officially release it?

Yes. Please contact support@lansweeper.com to be added to our list of beta testers.

I'm on the LanSweeper beta list - will this be the same list for the helpdesk?

We use BMC ITSM at the moment and I can happily recommend that you do NOT use it. Horrid interface, horrid interface, and horrid support.
If LanSweeper bring out a helpdesk then I will be moving to it ASAP!

[Hemoco]

blighter wrote:
I'm on the LanSweeper beta list - will this be the same list for the helpdesk?

Yes. A beta version of our help desk is not yet available, but you will be notified when a beta installer is released.

[amit_upadhyay]

[size=7]below are some of wishlist for ticketing tool.

1. it must be integrated with AD - for login & modification AD
2. It must be integrated to Asset Tool, to have a TCO (total cost of ownership), number of calls against asset related to hardware or software.
3. SLA management
4. Workflow management for software request, hardware request
5. converting email into ticket.
6. portal based ticketing. (with modification option)[/size]

[Hemoco]

We recommend sending any help desk requests directly to support@lansweeper.com, to ensure that development sees them. (The help desk is currently being worked on.)

[Hemoco]

We've logged your requests and also added your email address to our list of beta testers, so we can keep you informed on any beta releases.

[pjbate]

Hi Support!

Excellent news I am really excited to see your helpdesk module. Here's some of the feature the guys are after:

- They want to be able to send an email straight from the web interface and log that as an action item against the ticket.
- They want to be able to allow auto-log of new helpdesk requests via email (e.g. user emails ithelp@company.com and it raises a job for them automatically.
- They want to have the ability for custom fields against the helpdesk ticket (e.g. third-party reference number etc.)
- They want the ability to set up templates for responses (e.g. people ask to reset passwords all the time, so have a canned response for these types of regular calls
- Active Directory integration for staff details.
- Slick integration with the assets (e.g. auto link last computer, attach another device etc.


Good luck with the development and I am more than happy to be a beta tester.

Peter

[Hemoco]

Let us know which features you are looking for so we can add them to our (work in progress) Lansweeper helpdesk.