Ticket Systems - IT Helpdesk

[Ronnie R]

Hi all,

I'm currently working on a project for a new ticketing system. I was just wondering what systems you guys use in your workplace?

Thanks

Ronnie

 

[Don]

What type of 'tickets'?

Call references?
Queuing systems?

 

[Ronnie R]

Call references.

1st line log calls and pass the tickets over to the relevant teams.

 

[Gavin.]

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.

 

[Ronnie R]

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!

 

[Lou]

My company uses SpiceWorks. Works pretty well.....when it works!

 

[Matt_90]

We use a system at work (secondary school) called Librium, nice and easy system quite dated but works a treat.

 

[Cookie]

We currently use Salesforce for ticketing, but moving to Remedy at the moment

 

[Clart]

We use HEAT, its ok but could be improved a lot. The reports are gash!

 

[iain187]

We are going to move to HEAT for political reasons. Can't even remember the name of our current one haha I only look at it every day...

 

[geordieracer]

We use either EARS or ITSM.

Ears was originally called ARS, beforw someone thought they should E for extended (extended action request system)

 

[GBH14]

ServiceNow, an ITIL based service management tool

 

[ChrisR]

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.

 

[realnumber 1]

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...

 

[ChrisR]

Tbh most of them are only as good as the people setting them up...

Yup most of these systems can work very well if they are setup right, which they more often than not aren't!

 

[Al_G]

IBM Maximo, previously Peregrine Service Center and BMC Remedy.

 

[Al_G]

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.

IBM Maximo mate, part of the Tivoli framework/product suite alongside Tivoli Workload Scheduler (TWS) etc.

Complex and clunky IMO.

 

[Don]

Peregrine...now theres going back a few years (about 10 or so...)

 

[ChrisR]

IBM Maximo mate, part of the Tivoli framework/product suite alongside Tivoli Workload Scheduler (TWS) etc.

Complex and clunky IMO.

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?

 

[Dafthead]

BMC (previously remedy)

 

[Cookie]

You've never seen clunky until you've had to use hp Openview

 

[*Badger*]

Have used Clarify and Remedy.
Ticketing Console is now the main one in use at our place.

 

[SamP]

http://www.fusionticket.org/

With lots of mods.

 

[Ronnie R]

You've never seen clunky until you've had to use hp Openview

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]

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!

We were using Openview as a ticketing system!

We use PRTG for network monitoring bits n pieces, and Solarwinds for everything else.

 

[Darren S]

Purely for the IT helpdesk side - we use NetSupport ServiceDesk. Works ok for us, but isn't totally flawless.

D.

 

[mantis946]

We use Vantive, Remedy and HP Service Manager 9. Only really rate Vantive though.

 

[BruceTea]

Use Zendesk at the moment - great for a budget 'catch all' system but is far from great. Outsourcing the service desk now so using their bespoke app.

 

[kerry-w]

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.

 

[koi]

We use Maximo and Remedy

 

[NFox]

We use Netsuite which works quite well.

 

[ekaJ]

We use Hesk at work, not the most advanced but does the job. Only 3 techs so it suits us fine.

 

[Gray]

I've used Clarify, very dated... Salesforce, quite good, web based with a highly configurable portal for end users.

I am currently using Supportworks which is ok, but a number of areas need improvement.

 

[Gildstar]

We use a webbased program called Magic poorly put together and old not sure if anyone else uses it ? I work for the NHS

 

[cava83]

My company uses SpiceWorks. Works pretty well.....when it works!

This is a rather good tool, love SpiceWorks.

 

[ThomasBrentnall]

We use http://osticket.com/ Works fine, also can create a ticket by emailing a specific address

 

[cava83]

We use http://osticket.com/ Works fine, also can create a ticket by emailing a specific address

Excellent tool, basic but works well. They have not updated it in a while, have you seen that they are releasing a new version?

 

[ThomasBrentnall]

Excellent tool, basic but works well. They have not updated it in a while, have you seen that they are releasing a new version?

Basic, but fast and free I haven't, when is it expected?

 

[cava83]

https://github.com/osTicket/osTicket-1.7

I don't know if it's properly ready yet.

Thanks,

G.

 

[*JimmyJ*]

I've used spiceworks alot in the past and still an active member on their forums. Thinking about Spiceworks as replacement ticketing system for my new company , but osticket sounds good.