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Help Desk Software

2007-04-10 17:00:00

I am in the market for an inexpensive, vended, Helpdesk ticket tracking solution. We handle less than 500 calls a month so I don't need a Cadillac solution. Does anyone have any suggestions?

[XXXX]
CIO
[XXXX] Health Network

Re: Help Desk Software

2007-04-11 17:14:00

We currently have Track-It. Track-It is good product. However, We did not stay current with the updates and/or upgraded versions. The cost is little high to be at the current version. I am looking at ManageEngine Servicedesk Plus 6.

Thanks,

[XXXX]
Director of Information Systems
[XXXX] Hospital

Re: Help Desk Software

2007-04-11 17:14:00

We have implemented Altiris Help Desk software. The software is relatively inexpensive compared to competing products such as Magic, Remedy, HEAT, and Expert Advisor. We have found significant value in the tight integration with Altiris CMS, which provides asset management and software distribution functionality.

Sincerely,
[XXXX]

Chief Information Officer
[XXXX] Center

Re: Help Desk Software

2007-04-11 17:14:00

[XXXX],

We have been using Track-IT for 4-5 years and it is just what you are looking for. It Web interface for users to create a structured work order. The technicians or help desk people can also create a ticket and mange the tickets created by users. Automatic and technician initiated email can be set up, to notify techs of new work orders assigned to them and/or to notify the submitter.
It also has an inventory system, a PO tracker, and training tracking ability.
A knowledge base can be built automatically from completed tickets.
The product was an independent company when we bought it, it was owned by Intuit for a few years and it is now owned by Numera. Support has been consistently excellent thru all the ownership changes. They have several versions and licencing is based on the number of = technicians.

[XXXX]
Director of Information Technology and Security
[XXXX] Managed Care

RE: Help Desk Software

2007-04-11 17:14:00

We used to use a package called "Track It" by a company name Blue Ocean. We replaced it with a more sophisticated product a few years ago, but it was a pretty decent package for the money.

[XXXX]
Vice President, Chief Information Officer

Re: Help Desk Software

2007-04-11 17:14:00

We use Numara(tm) Track-It!(r), formerly by Blue Ocean Software. We are pleased with the functionality and its ease of use. It is great for tracking Help Desk calls, requests, etc.

[XXXX]
Director, Information Services
[XXXX] Medical Center

RE: Help Desk Software

2007-04-11 17:14:00

Depending on the skills of your staff, you should look into the products offered by Atlassian http://www.atlassian.com/. We currently use TrackIT, IssueTracker and other products. My staff has been looking around and we are replacing $40,000 worth of annual expenses with $3,000 worth of software from this company. They had the software online on our VMWare system very quickly. We're also going to use the Project Management part of the application as we start our PMO, and, adding Confluence shortly thereafter. Check the list of customers, too. Anyway, I think you will like the price, too.

[XXXX]
Associate VP & Chief Information Officer

Re: Help Desk Software

2007-04-12 17:26:00

[XXXX], we use Numara's Track-it. It does fine for a small staff and does not break the bank. A lot of places with low volumes use their software.

[XXXX]
CIO/Account Executive
[XXXX] Hospital of [XXXX] Medical Group

Re: Help Desk Software

2007-04-12 17:26:00

Hi [XXXX],
We use Footprints, recently purchased by Numara Software -- here's the link: http://www.numarasoftware.com/FootPrints.asp It is inexpensive and meets most of our needs, but it is cumbersome in terms of getting meaningful reports out.

[XXXX]
VP, IS/CIO
[XXXX] Health System

Re: Help Desk Software

2007-04-12 17:26:00

[XXXX] - We are big fans/users of Altiris, but that's probably overkill for what you are talking about. You might want to check out Quickbase's Request Manager: http://www.quickbase.com/p/applications/forIT.asp (which you could customize to any unique needs you might have). It works out of the box, accessible via the web, and has a relatively inexpensive pay-as-you-go model.

XXXX Office:
Chief Information Officer Cell: xxx.xxx.xxxx
[XXXX] Health Services

Re: Help Desk Software

2007-04-12 17:26:00

[XXXX]:
We had been using Track-It until a couple of years ago, when we switched to the DNA Helpdesk product from NetSupport www.netsupport-inc.com.

[XXXX]
Director, Information Systems
[XXXX] Regional Medical Center

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