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Foundation Members:
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Help Desk Software Discussion List Sample
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2007-04-10 17:00:00
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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
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2007-04-11 17:14:00
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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
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2007-04-11 17:14:00
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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
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2007-04-11 17:14:00
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[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
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2007-04-11 17:14:00
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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
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2007-04-11 17:14:00
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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
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2007-04-11 17:14:00
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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
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2007-04-12 17:26:00
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[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
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2007-04-12 17:26:00
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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
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2007-04-12 17:26:00
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[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
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2007-04-12 17:26:00
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[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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