Email logging/help desk monitoring software?

[Darren S]

Would anyone have suggestions for an email/ help desk based software to support around 200 users?

We're after using a central email address that can log IT requests from staff, ideally with time monitoring and assigned staff IDs. Reports from these requests would also be very useful.

I would rather pay for a more feature rich application than an Open Source one if it did what we were after.

Cheers,
D.

 

[Andy.]

We use this one

http://www.mproof.com/

although, I am sure that there has to be better options on the market.

 

[mace¬]

We use CA's Service Desk.

It probably has the capability to do what you want.
http://www.ca.com/us/service-desk.aspx

 

[ChrisR]

We use Service Now, http://www.service-now.com/

I actually like it, hosted solution which for this many users is a bonus (SaaS is the way forward ).

Can be pretty powerful if you set it all up, can be integrated with AD, has good workflow stuff if you want to use that, and is ITIL based.

We've got it auto call logging when someone mails into the service desk mailbox.

You pay per admin user, so whilst you'd have 200 users loaded into the system as individuals, you might only have a couple of people actually going in and doing stuff with it.

Think we pay £50 per month per admin user.

 

[BruceTea]

Currently trialling Zendesk - seems pretty nifty and cheap.

 

[Darren S]

Cheers guys. Looks like I'll be demoing at least some of those.

Thanks again.

D.