Help desk / Tech request software? What do you use?

**GHSTECH** · July 3rd, 2002, 12:41 PM

A question for those of you who work at a school, goverment, or company helpdesk. What software do you use for technology request? We want something web based. Any and all opinions are welcome.

**EvilCabbage** · July 3rd, 2002, 08:16 PM

We use a Lotus Notes database, written specially for the task, and I tell ya, it rocks!

I think there were some threads about this in the 'other software' forum.. um.. I think

**TangleWeb** · July 3rd, 2002, 09:34 PM

Web-based narrows it down.....

I work for an IT Support Dept supporting about 400 users. We use a custom written Oracle Database. I like it pretty well. Reporting is important so you can see trends & areas where technology or policy can reduce a segment of your calls.

I looked briefly at "Track-It" by Blue Ocean <a href="http://www.blueocean.com." target="_blank">www.blueocean.com.</a> I like it pretty well for a shrink-wrapped Help Desk App. I don't know if it has a web-based interface. They do offer a free trial version.

I just checked & Blue Ocean has added a module for Track-It 5.0 that adds web access.

**craigmodius** · July 4th, 2002, 06:44 AM

<blockquote>quote:<hr />I looked briefly at "Track-It" by Blue Ocean <a href="http://www.blueocean.com." target="_blank">www.blueocean.com.</a> I like it pretty well for a shrink-wrapped Help Desk App. I don't know if it has a web-based interface. They do offer a free trial version.

I just checked & Blue Ocean has added a module for Track-It 5.0 that adds web access.<hr /></blockquote>Yep we use Track It here. It does have a web based module though we don't have it (we're on 4). It has scads of other scaleable and customizeable options too.

Also it's been mentioned by others that you can set up a help desk work order tracking database in Access. It's an included template.

**kingtbone** · July 4th, 2002, 08:21 AM

For the longest time at my old job we just used MS Outlook. Using the task system we just archived all the old stuff. It wasn't the best way to do it, but it was cheap, and I didn't mind.

**Stalemate** · July 4th, 2002, 10:11 AM

We currently use <a href="http://www.magicsolutions.com/" target="_blank">Magic</a>, but I'd propose you look at <a href="http://www.remedy.com/" target="_blank">Remedy</a> also.

**Skywalker93** · July 8th, 2002, 11:14 AM

When I was in college, I worked at Gateway. (referred to as THE BARN) They used to use a program called Vantive. I always thought it rocked, at least, when it was working. It seemed to be down a lot, and Im not so sure if the problem was the program or the server it ran on.
Anyway, you referenced the account by the Customer ID or System serial number, and that pulled up all information about the client. If the client had multiple systems, you could choose which one. Then you could see all parts that were shipped with that system, or parts that had been replaced. Then in the center of the screen was a large box for text. You could enter your tech notes in there, and see all the notes from previous techs concerning that particular issue.

**Kenteth420** · July 8th, 2002, 01:31 PM

Vantive was a nice app but has now been replaced with seibel which is the most worthless and redundant app I've ever used.

**+Daemon+** · July 8th, 2002, 01:59 PM

we use the best software called Remedy

One of the best ones out there and highly used.

<a href="http://www.remedy.com/" target="_blank">http://www.remedy.com/</a>

**Matridom** · July 8th, 2002, 02:01 PM

<blockquote>quote:<hr />Originally posted by a d e p t:
We currently use <a href="http://www.magicsolutions.com/" target="_blank">Magic</a>, but I'd propose you look at <a href="http://www.remedy.com/" target="_blank">Remedy</a> also.<hr /></blockquote>remedy is also used for me, but we have a custom web based interface for it. Remedy rocks, the custome interface has much to be desired

**+Daemon+** · July 8th, 2002, 02:01 PM

its really ez to create your own.

Just get a mysql database setup (its free)
then get a web server up and write a php or asp pages for help desk. very simple. just create forms for the user and haven it submit the data into the database

**Kenny P.** · July 11th, 2002, 06:56 AM

I work at a small University in SE Wisconsin. We use Track-It 5.0 Standard Edition. With 10 people, it's slower than snot in February.

The enterprise edition is another $7800 - too much. We're thinking of downgrading to 4.0 due to the speed problems. Like, there is none. Try printing a job - takes around 2 minutes to save and print.

Kenny P.

**SuPpOrT GuY** · July 11th, 2002, 07:05 AM

<blockquote>quote:<hr />Originally posted by GHSTECH:
A question for those of you who work at a school, goverment, or company helpdesk. What software do you use for technology request? We want something web based. Any and all opinions are welcome.<hr /></blockquote>have you heard of peoplesoft ? We were using a custom build for sepcific task but its awesome as far as speed and realibility .

**SoJo** · July 11th, 2002, 09:15 AM

I've used Magic and it's pretty soild. You might want to look at Heat as well.

**Andy Roberts** · July 11th, 2002, 09:34 AM

Stay clear of something called Applix. We use it in our company and its the most un-userfriendly, un-intelligent and worthless piece of crap ever!!! You would be better of with chalk and a blackboard! Honestly you would

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