IT Policies

Review: Help Desk Software from Help Desk Reloaded

Help Desk Software gives a company a tool for reporting PC (and related) issues and allows users to track ticket status and make assignments.

The Help Desk - how the very term sends shivers down the backs of both end users and administrators across the globe. Most people assume the help desk is a man or woman on a phone reading from a script to try to help you through a problem. Not so in "our" world. In the world of IT, the help desk is usually a piece of software that serves to make our job significantly easier. But there are so many possibilities to choose from. Which of those hundreds of available help desk tools is right for you? Help Desk Software is a cross platform open source tool. Let's take a look and see if this help desk tool is the one you've been looking for.

Requirements

Who's it for?

Help Desk Software is for any company needing a help desk system that won't drain their IT budget. But don't think you're going to be installing a system that will solve all of your problems. Like a lot of software out there, Help Desk Software has its issues. In fact, this help desk software is so quirky only those who are true champions of open source will really appreciate what it has to offer.

What problem does it solve?

Help Desk Software gives a company a tool for reporting PC (and related) issues via a Web interface. This tool also allows the help desk manager to stay alert to ticket status as well as assign tickets to staff members.

Standout features

  • Free
  • Easy GUI installation
  • Frequent updates
  • Simple, clean interface
  • Very fast tool
  • Accessible developers who are happy to take feature requests
  • Email alerts

What's wrong?

If you're not into software filled with quirks, then this piece of software is not for you. There is little to no documentation, so figuring this tool out can be a challenge. You will find typos within the software as well as less-than-intuitive navigation. And finally the Help Desk Software website is rather challenging to navigate! If you are a company looking for a serious help desk solution, you better look elsewhere. And since there are other open source help desk tools that are dead-on outstanding (such as osTicket), Help Desk Software is a tough sell.

Competitive products

Bottom line for business

There are plenty of help desk solutions out there. And even though this tool is released under the open source license (which is near and dear to my heart), I have a tough time recommending this to anyone. Unless you like to tinker and could possibly be interested in building your own help desk loosely based on this tool, I would steer clear of Help Desk Software.

User rating

Have you encountered or used Help Desk Software from Help Desk Reloaded? If so, what do you think? Rate your experience and compare the results to what other TechRepublic members think. Give your own personal review in the TechRepublic Community Forums or let us know if you think we left anything out in our review.

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About

Jack Wallen is an award-winning writer for TechRepublic and Linux.com. He’s an avid promoter of open source and the voice of The Android Expert. For more news about Jack Wallen, visit his website getjackd.net.

15 comments
Priyaag
Priyaag

I suggest you to have a look at http://www.ithelpdesksoftware.com/, where you can find feature by feature listing of popular help desk softwares in the market. Choose the best help desk software which satisfy your requirements. Hope it helps

bharathipriya
bharathipriya

Check out the review of manageengine servicedesk plus here Help Desk Software review

HelpDeskSoftware
HelpDeskSoftware

Not included here is software that we use. We are a large SME in the UK and use Numara Track-It! Would appreciate you perspective on this Jack. Thanks for the article.

Mark W. Kaelin
Mark W. Kaelin

What is your help desk software of choice? Does it work well for you? Are you looking for a replacement?

michnern
michnern

Senedesk help desk / asset management software is a hosted solution with many features at a fraction of the price of the competition. Web based helpdesk software by Senesoft

Jasonjb1222
Jasonjb1222

What about a review of Spiceworks. Bundle of products, over 1 million people in the community if you need help in any field... And has it's own Helpdesk System. Lots of documentation, community scripts and tips... And best of all, FREE!

mford66215
mford66215

Simple, easy, inexpensive and/or free. got to love it.

ferdie
ferdie

As a IT sysadmin, I spend about 20% of my day in Spiceworks. Save a ton of time. The critical thing is it integrates a helpdesk, with an Inventory and network monitoring system

mike.mcburney
mike.mcburney

Spiceworks is probably one of the best tools I have ever seen. Inventory tracking, help desk, full details of networked units, etc, etc, etc. All for free!

shanfont
shanfont

Spiceworks should be on this list of Helpdesk Software. It's so much more than just a Helpdesk system. It's everything IT and FREE!

shanfont
shanfont

I thought you guys did a review on Spiceworks before. Hey we understand that other Helpdesk solutions need to be heard but people just love Spiceworks. Thanks Mark.

Jasonjb1222
Jasonjb1222

Sorry Mark and thank you Mark. Not sure how I could have missed that article way back when. Thank you for the review though. I guess, people really like Spiceworks...

andyhassard
andyhassard

I'd love to use Spiceworks but one of the pre-requisites we have for help desk software is SSO for the users. Spiceworks says it doesn't do it but does anyone know of any add on (or anything else) that has been written that allows SSO?

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