Helpdsk procedure and SW
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From: Marcus on 28 May 2010 00:53 Hi, We have 200 user in our company and want to implement any helpdesk SW to reduce impact on currently procedure and people's. Actually, we're using simply e-mail address for raising helpdesk incidents without any documentation, escalation procedures, priority, .... etc I found on the Internet few interesting products: System Center Service Manager, Splunk, Sysaid, Kayako, .... Can you suggest what to test first, where to find useful documentation to implement it, what is most important things during implementation, .... I know that is not related to this newsgroup, sorry for offtopic. Thnx!
From: JohnB on 28 May 2010 08:20 We started using SysAid a few months ago. This is a small company so, there wasn't much "in the budget" for Help Desk software. SysAid has a free version that really does all that you need. And, they offer free technical support for your installation, for the first 6 months. It's totally web based. Users have their own web portal to submit and view tickets. The admin has a portal for managing tickets. It also collects hardware and software inventory. Has a Self-Help section in their portal, that you populate with tips, etc. The user's can submit a ticket from their portal, and an email is sent to the admin. I get them on my Blackberry. You can then leave notes in the case, or email them from the case, and they receive any updates via email. Their are SLA's, if you need them. The asset management module lets you view all PC and server hardware components from the admin portal, which is handy. Pretty cool for something that's totally free!! "Marcus" <marcus(a)there-is-no.mail> wrote in message news:evCWFNi$KHA.5168(a)TK2MSFTNGP05.phx.gbl... > Hi, > > We have 200 user in our company and want to implement any helpdesk SW to > reduce impact on currently procedure and people's. Actually, we're using > simply e-mail address for raising helpdesk incidents without any > documentation, escalation procedures, priority, .... etc > > I found on the Internet few interesting products: System Center Service > Manager, Splunk, Sysaid, Kayako, .... Can you suggest what to test first, > where to find useful documentation to implement it, what is most important > things during implementation, .... > > I know that is not related to this newsgroup, sorry for offtopic. > > Thnx! >
From: Marcus on 22 Jun 2010 23:36
Thnx! "JohnB" <jbrigan(a)yahoo.com> wrote in message news:%23UqRnAm$KHA.1700(a)TK2MSFTNGP02.phx.gbl... > We started using SysAid a few months ago. This is a small company so, > there wasn't much "in the budget" for Help Desk software. SysAid has a > free version that really does all that you need. And, they offer free > technical support for your installation, for the first 6 months. It's > totally web based. Users have their own web portal to submit and view > tickets. The admin has a portal for managing tickets. It also collects > hardware and software inventory. Has a Self-Help section in their portal, > that you populate with tips, etc. The user's can submit a ticket from > their portal, and an email is sent to the admin. I get them on my > Blackberry. You can then leave notes in the case, or email them from the > case, and they receive any updates via email. Their are SLA's, if you > need them. The asset management module lets you view all PC and server > hardware components from the admin portal, which is handy. > Pretty cool for something that's totally free!! > > > > "Marcus" <marcus(a)there-is-no.mail> wrote in message > news:evCWFNi$KHA.5168(a)TK2MSFTNGP05.phx.gbl... >> Hi, >> >> We have 200 user in our company and want to implement any helpdesk SW to >> reduce impact on currently procedure and people's. Actually, we're using >> simply e-mail address for raising helpdesk incidents without any >> documentation, escalation procedures, priority, .... etc >> >> I found on the Internet few interesting products: System Center Service >> Manager, Splunk, Sysaid, Kayako, .... Can you suggest what to test first, >> where to find useful documentation to implement it, what is most >> important things during implementation, .... >> >> I know that is not related to this newsgroup, sorry for offtopic. >> >> Thnx! >> > > |