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Home: General Discussion: Help Desk Discussion:
Special requirements for Helpdesk system

 

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Author Subject:   Special requirements for Helpdesk system

nst
Member

Sep 18, 2008, 10:53 PM

Special requirements for Helpdesk system Quote | Reply

Dear all,

i'm looking for a helpdesk software that have the special requirements below:
- Integrated with: Active directory, Exhnage 2003, Mircrosoft Outlook
- When user submit a ticket (using outlook, they also CC to their line manager or other relate persons), the helpdesk must inform to all persons that be involved when the ticket was created (ticket ID, status, comments…) so that they (line manager…) can follow up the issue and know where the support task goes?


Thanks!

tonyashell73
Member

Sep 25, 2008, 9:02 PM

Re: [nst] Special requirements for Helpdesk system Quote | Reply

One that is particularly good is Service Now - www.servicenow.com . It works quite well with AD, is Web based, searchable knowledge base, integrates all excel spreadsheets and anything other documentation you may have and creates a searchable link. It allows users to enter their own work orders, and automatically sends them to the person assigned by keywords. It is quite pricey though- around the 60k mark. I personally work at a local hospital and we use Track It by Numera. It does pretty much the same thing, although it doesn't have all the bells and whistles of Service-Now. You can set it up to send automatic notifications via email, pager, etc. and also set it up to recognize new assets and store them in the database. The difference is about $30,000 less. They both pretty much work well with AD. Just a matter of what you want. There is another version called Footprints by Numera that is completely web-based as well. These can be found at www.numera.com. Good luck!
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