What Do You Use at Your Helpdesk?

[computron99]

Hello,

I'm looking around for some way to track our IT helpdesk issues, and IT projects. I work for a company with approx 3000 employees covering 30+ offices. Our IT staff is only 5 people total. We just want to organize issues so that:
1. We are not stepping on each other's toes.

2. We take ownership of jobs.

3. We can look back at previous jobs and use the resolutions as a knowledge base.

So if anyone has ant luck with any program in particular, I would really like to hear your suggestions.

Thank You

[Guts3d]

We use Remedy.

[timothyj98]

We use:
http://www.helpdeskconnect.com/

[cgonzo]

http://www.oneorzero.com/ is free to use. You would need a web server running MySql and PHP.

[Matridom]

At my workplace we are using a custome system, web based front end and a SQL backend.

[BOB IROC]

Currently we use a program called TrackIt (by Numara Software). It has a web based front end where end users can submit support tickets and read self help information such as FAQs and knowledge base. The backend for the techs has a client where we can manage the trouble tickets and do other things like inventory, asset managent, post information into the FAQ and Knowledge Base.

We are in the process of purchasing an imaging solution from Altiris and they have a Help Desk Module that looks rather interesting. We may evaluate that and see if we like it better and retire TrackIt.