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Ticket Systems - IT Helpdesk
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Gavin.
ClioSport Club Member
We have 2 different departments one uses ITSM and we use Tesseract. I find ITSM a bit confusing but that probably because I never use it.
We're looking for a system where the customer can log their tickets via their smartphones and tablets. As well as the IT Helpdesk. I've seen something called Zendesk which looks ok at first glance.
My current employer uses Service Center but are migrating over to Service Now. The director of my new job has asked me to come to him on my first day with a presentation of a new system that I would reccommend!
My current employer uses Service Center but are migrating over to Service Now. The director of my new job has asked me to come to him on my first day with a presentation of a new system that I would reccommend!
306 GTI-6
We use either EARS or ITSM.
Ears was originally called ARS, beforw someone thought they should E for extended (extended action request system)
Ears was originally called ARS, beforw someone thought they should E for extended (extended action request system)
ChrisR
ClioSport Club Member
Things I've used in the past:
QSM - Was alright to use although I preferred the older version
Service Now - I liked this, wasn't too complicated, it's hosted nature means running the actual system was someone else's problem
Chap I know who is very prevalent in the security world recently did a spot of work for them which to me boosts their reputation knowing him and the projects he chooses to work on.
Remedy - Meh, seemed to be overly complex and long winded to use, seemed more suited to complex change management
Current place uses something labelled up as Maximo, no idea if that's it's public product name or if it's branded Tivoli something or other, seems to be pretty similar to Remedy to be honest more geared around change management.
Wife's place uses Heat, she's done some of the admin and reporting courses but no idea how good or bad it is.
QSM - Was alright to use although I preferred the older version
Service Now - I liked this, wasn't too complicated, it's hosted nature means running the actual system was someone else's problem
Chap I know who is very prevalent in the security world recently did a spot of work for them which to me boosts their reputation knowing him and the projects he chooses to work on.Remedy - Meh, seemed to be overly complex and long winded to use, seemed more suited to complex change management
Current place uses something labelled up as Maximo, no idea if that's it's public product name or if it's branded Tivoli something or other, seems to be pretty similar to Remedy to be honest more geared around change management.
Wife's place uses Heat, she's done some of the admin and reporting courses but no idea how good or bad it is.
realnumber 1
ClioSport Club Member
I used to work in a place that used HEAT 9 years ago and I found it good then.
The place I work at now did use Sunrise which seemed okay and now we use one called Cherwell which again is okay.
Tbh most of them are only as good as the people setting them up...
The place I work at now did use Sunrise which seemed okay and now we use one called Cherwell which again is okay.
Tbh most of them are only as good as the people setting them up...
ChrisR
ClioSport Club Member
Yup most of these systems can work very well if they are setup right, which they more often than not aren't!
IBM Maximo mate, part of the Tivoli framework/product suite alongside Tivoli Workload Scheduler (TWS) etc.
Complex and clunky IMO.
ChrisR
ClioSport Club Member
Wasnt sure if it was a product we sold/branded as us or if it was just used internally.
Christ we get people pay for it?
2.2 bar shed.
We had this on most of our servers. Literately took all available memory bringing our servers to a stand still. We now use a tool called PRTG which is very powerful.
Thanks everyone for your suggestions. Looks like I'm going to have to do a fair bit of research into all these products!
Cookie
ClioSport Club Member
We were using Openview as a ticketing system!
We use PRTG for network monitoring bits n pieces, and Solarwinds for everything else.
Darren S
ClioSport Club Member
Purely for the IT helpdesk side - we use NetSupport ServiceDesk. Works ok for us, but isn't totally flawless.
D.
D.
Jap Box
If you want people to submit tickets via smart phones etc have you looked into onlibne support suites? Assuming you want them to purely write something down to you and not call etc? Ive used a few but cant for the life of me remember their names, il login to my cpanel later and check them for you if no ones brough them up by then.
We use http://osticket.com/ Works fine, also can create a ticket by emailing a specific address
Rav4
Excellent tool, basic but works well. They have not updated it in a while, have you seen that they are releasing a new version?
I haven't, when is it expected?
Rav4
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