Online Help Desk - What do you use?

[electricblue]

Hey Guys,

I just posted a thread about what online marketing software you use. I'm also curious as to what online Help Desk you use?

I've seen ZenDesk.com used by some companies that have absolutely stunning customer service. I also trialed it and it seems quite easy. Only thing is it doesn't naturally integrate with Infusionsoft marketing software which we're planning on using. They both have an open API, but how to connect the dots? I'm really not sure ...

What Help Desk do you use and why?

-E

[nominal]

Originally Posted by electricblue

Hey Guys,

What Help Desk do you use and why?

-E

I'm currently trialling these ones:

http://www.zoho.com/support/pricing.html
http://www.freshdesk.com/pricing/
http://nominal.assistly.com

The last one looks promising, though it doesn't have a real forum feature (but maybe forum is a little bit 90's anyway) .

Would love to hear other comment's

[clintmaher]

We use Zendesk and combine it with livechatinc. (they talk to each other)

Together they rock and provide amazing service to our customer base.

Have tried many others, nothing comes close that I have found yet.

[inveress]

I'm currently using a self-hosted installation of osTicket (http://osticket.com/).

What I like:

- It has a web interface and email notifications.

- My clients don't need a login on my support site, they can just log in with their email address and ticket number (assigned to them by the system when they email my support email address) and see/update their ticket.

- It's free and open source. And it wasn't too difficult to install.

The downside:

The development of osTicket has stalled. I don't think there's been an update for almost two years. But it does work fine.

Not much else, though I expect it may not have all the bells and whistles of some of the hosted commercial solutions.

I much prefer to host my helpdesk system myself, so if I get a replacement it'll be something else I can host. Perhaps a modified version of MantisBT (http://www.mantisbt.org/), which I have used before.

Peter.

[TehCamel]

I've been trialing IT-ServiceDesk/Helpdesk applications for the best part of 6 weeks now. I've tried countless ones.
So far, there's only been one, that, out of the box, provides the things that are critical to me, those being:

* Automatic timer on tickets (So I can track, and thus bill, accordingly)
* ability to run multiple timers, and multiple tickets, at once
* email for inbound/outbound, so that my clients can just email helpdesk
* Asset database (so I can list all the goodies I look after, followup warrantys for cross-sales, aged equipment, etc. I can also link assets to tickets, so I can trend items - if I get lots of tickets relating to a particular server, I can investigate that server thoroughly..)
* ability to manually adjust time above

there were a few other things that I found as "nice to have" but they come more under an RMM platform than helpdesk.
They included SLAs, contracts, purchases, and ability to invoice straight out of the app.
Ideally i wanted integration with saasu, but this one won't do that - oh well. I'm prepared to take that hit.

I've basically settled on AutoTask - it's cloud hosted, costs me $75.00 per agent (ie, me) per month. There's some other bolt-ons I can add later as I need to.

the list of programs I looked at, and discounted, is huge.