What Helpdesk Platforms are IT Service Providers Using



  • @Hubtech said:

    Right now i'm using the support tickets in Freshbooks. It's actually pretty good. Clients create tickets, severity lvl, I can then log time, expenses, and create invoices from the trouble ticket. I'm also about to start using the GFI Service Desk which is something they recently released. It integrates flawlessly with GFI Max which i really like, makes my life much easier.

    I had no idea that Freshbooks had that functionality.



  • Each client of mine usually has a technical POC and a financial POC. financial gets all of the invoices. technical submits all trouble tickets and responds to tech needs. pretty cool stuff. here are some screen shots

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  • Looks pretty decent.



  • I have been using ZenDesk, however I am still grandfathered in to the 20/year for 3 agents.

    I am guess NTG needs much more then 3 agents, and the price goes up a lot after you break 3 agents.



  • Yeah. Our scale causes issues.



  • We are using ConnectWise.
    It covers almost all of what we want for CRM and has a robust service desk and ticketing system.
    It has more work flow tools than we realized and are just starting to see the potential for efficiency and management tracking.
    We'll be integrating with our financial system shortly. CW can handle automated invoicing and push the journal entries to the accounting system for receivables tracking and management.



  • used CW at a previous job and hated it as a tech.



  • We are using a combination of Spiceworks for our older clients and Autotask Service Desk for our MSP clients. We are in the process of moving everything under Autotask though as this is our PSA and helps us better maintain client relationships and manage the client's locations and equipment better. It also integrates with our RMM GFI Max and GFI Max Backup.



  • That must be new for Freshbooks. I've used them on a very small scale, but only for invoicing. I it will be interesting to see for helpdesk options.



  • @Dashrender said:

    That must be new for Freshbooks. I've used them on a very small scale, but only for invoicing. I it will be interesting to see for helpdesk options.

    works well for me. For now.



  • I was under the impression that I was the only person that didn't use SpiceWorks anymore. I guess I was wrong



  • @IRJ said:

    I was under the impression that I was the only person that didn't use SpiceWorks anymore. I guess I was wrong

    MSPs have rarely ever used it. It has no accommodations for them. But even for normal shops the abandonment rate seems to be skyrocketing. V7 and later have been very unpopular. And lots of recent security concerns.



  • @scottalanmiller said:

    @IRJ said:

    I was under the impression that I was the only person that didn't use SpiceWorks anymore. I guess I was wrong

    MSPs have rarely ever used it. It has no accommodations for them. But even for normal shops the abandonment rate seems to be skyrocketing. V7 and later have been very unpopular. And lots of recent security concerns.

    The reason we left was high resource consumption. SolarWinds runs off a Linux Appliance and uses much less resources.



  • Yes. Lacking a Linux edition and a SaaS option definitely hurt them.



  • @scottalanmiller said:

    @IRJ said:

    I was under the impression that I was the only person that didn't use SpiceWorks anymore. I guess I was wrong

    MSPs have rarely ever used it. It has no accommodations for them. But even for normal shops the abandonment rate seems to be skyrocketing. V7 and later have been very unpopular. And lots of recent security concerns.

    That is IMHO the speed at which the testing process happened. It was released too quickly and without much notice. A lot of the issues that are complained about were discovered during that process. The longer that Purchasing and private KB's get ignored (plus the portability of putting it on a Linux host) will continue to take a toll.



  • That they have no alpha or beta testing phases really shows. They release with no testing. But the bigger issues aren't bugs, they are design decisions that make people unhappy.



  • @scottalanmiller said:

    That they have no alpha or beta testing phases really shows. They release with no testing. But the bigger issues aren't bugs, they are design decisions that make people unhappy.

    Agreed. Implementing new features no one asked for or really cares about with maybe an exception of a few and ignoring the requests for fixes by the masses is how they do it and it's hurting them. Even new people who find it and are intrigued are quickly turned off.



  • Currently, in house, we are using Lotus Notes. I'm looking at different options now just for us. Spiceworks is frowned upon due to the ad based version being the only one that any of them have seen. I previously (circa 2003) used BMC Remedy (which he also run in-house for another department's ticketing system) which wasn't great then and now, well, it causes quite a bit of the headaches in this department.



  • Of all of the things about it, why are the ads bad? Plenty of reasons to not use it but that seems an odd one. I mean it's less than professional and definitely makes people feel like they aren't quite at a real company sometimes but it is only visible to IT staff.



  • @scottalanmiller said:

    Of all of the things about it, why are the ads bad? Plenty of reasons to not use it but that seems an odd one. I mean it's less than professional and definitely makes people feel like they aren't quite at a real company sometimes but it is only visible to IT staff.

    ads is bad scott...didn't ya know? not knocking lotus notes...but moving up the ladder wont be hard for you guys 😉



  • Ha ha. There will ads here eventually. But not SO many 🙂

    The ML difference is that vendors get to join and participate for free. Only ads cost money, not posting and participating.



  • so we can advertise to each other!!?? ya'll should for sure outsource to me scott. i'll do the same 😉



  • @Hubtech said:

    so we can advertise to each other!!?? ya'll should for sure outsource to me scott. i'll do the same 😉

    Imagine the inflation!



  • i mean, i'm work 1600/hr



  • @Hubtech said:

    i mean, i'm work 1600/hr

    We'll need to bill back to you at $1,650/hr though!



  • i forgot about my hourly retainer fee of 750...so that's fine #threadderailed



  • Anchorman_well_that_escalated_quickly_966.jpg



  • @ajstringham said:

    Anchorman_well_that_escalated_quickly_966.jpg

    Like the Venezuelan economy.



  • I've been using Zendesk for my clients for a few years. I am on the verge of routing all emails to Zendesk, that's how much I like it.



  • @technobabble said:

    I've been using Zendesk for my clients for a few years. I am on the verge of routing all emails to Zendesk, that's how much I like it.

    Awesome, I've seen a lot of people choosing that.