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Web based Help desk (ticketing) software - reasonably priced.

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Web based Help desk (ticketing) software - reasonably priced.

jefeolson
Hello everyone,

I'm looking for advice on web based help desk software of the issue/ticket tracking variety.

I have two factors that I really care about: Easy interface for the client/customer and price. I'm working for a fairly small organization and we just can't afford some of the higher priced software.

I really like the customer interface and the tech interface on Web Help Desk by MacsDesign Studio, but the price on the software is just too much.
http://www.webhelpdesk.com/cgi-bin/WebObjects/HelpdeskDemo.woa

The software lets the user self-register, then once logged in presents the client with only three fields: Problem type, Subject and Problem Report. Problem type is a dropdown box that allows the user to select the main problem type, and then opens up a new dropdown box to allow further specification. So let?s say the user chooses Software as the problem type, they can then specify via the new drop-down, Microsoft Office, and then they could even specify further, Word, Error Message.

The product is great and really easy to use, but I just can?t afford something like that, so I?m looking at suggestions that are similar in functionality, but lower in cost.
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    Ilient SysAid

    Does what you want at a low cost Demos are:

    http://www.ilient.com/demoChoose.htm

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    pc21geek

    I used this for the last company i worked for. (www.liberum.org)They were using a three part paper request form. This is easy to setup, scaleable, customizeable, and works great. Best part its free. It can use MS Access or MS SQL for the back end. Might even be able to port it to use MySQL.

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    ishaikh

    we have been using liberium in my company since 2002, its simple to install and integrates well with windows NT domain or Active directory authentication.

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    RexWorld

    I don't know if it would work for your needs but you might want to evaluate Bugzilla:

    http://www.bugzilla.org/

    It came out of the Mozilla effort, it's the software they use to track bugs. We used it at my last employer to track work requests--people would file Bugzillas with their requests and engineers would be assigned to each ticket. You could then update the ticket with the status, you could search for tickets by keyword, etc.

    And of course if you're handy with that kind of thing you can heavily customize the templates that Bugzilla uses so that the pages match your corporate style.

    Best of all it's open source, so it's free.

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    acacord

    The OSDL has actually modified Bugzilla for use in this area.
    Go take a look... http://groups.osdl.org/forums/
    higher_ed_projects/#OSU_helpdesk

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    jolson

    Thanks to all of you that have replied so far!

    I like the Ilient product. Clean interface, easy to understand. The only think I can't seem to figure out is if a client/customer can self register.

    Bugzilla could be good too, but with all work I have to do, I don't think I'd have the time to tweak it to my needs.

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    The Admiral

    I use XP Helpdesk for my customers - no complaints

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    waity85

    We use PerlDesk, it does everything you could ask for. Usual ticketing type stuff, clients creating own accounts, knowledge base, automatic email notification etc.

    It does cost (not sure how much as thats not my issue) however I'm reliably(ish) informed the cost is minimal, under ?100.

    If you want more specifics give me a shout.

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    Maulik Bhatt

    I think you will need www.otrs.org. This will be helpful. let us know about it.

    Cheers.

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    acacord

    The Web Help Desk app that you mentioned was my
    favorite, until I saw the price tag. That's when I stumbled
    on Cerberus Helpdesk (http://www.cerberusweb.com).
    We bought it, even though there is a free license. We
    decided to fork over some cash, since it's such a nice
    product, and well supported, too.

    We've expanded the use of our helpdesk software to cover
    other areas that IT doesn't directly support. Right now,
    we have a department who supports a proprietary web
    application using our Cerberus deployment for their
    ticketing. Hope this helped.

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    0 Votes
    exdaix

    I second that, Cerberus is a great product, and if you use just one helpdesk email for people to send requests to (as is the case with most SMB's) such as helpdesk@yourcompany.com, it is 100% free.

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    0 Votes

    Not sure if this is in your price range, but it's under $1000 for 5 named techs. The software and support is excellent.

    http://manageengine.adventnet.com/products/service-desk/index.html

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    darumainathan

    I have used PerfectTracker in my previous job. It was easy to get up and running with. Also it has some nice reporting features etc. It does cost around ~$1500 for an unlimited user version.

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    pc21geek

    I used to use Liberum. Once i saw the posts in here, i switched to Cerberus. What an amazing product for free.
    Happy NEW user!!! I would highly recommend this product to anyone.

    Kevin

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    michael-heaton

    Have you had a look at this one from Layton Technology called HelpBox..?

    http://www.laytontechnology.com/pages/default.asp

    I shopped around same as you and found this product ideal. I too wanted a web based solution that was very easy to use.

  • +
    0 Votes
    NOW LEFT TR

    Ilient SysAid

    Does what you want at a low cost Demos are:

    http://www.ilient.com/demoChoose.htm

    +
    0 Votes
    pc21geek

    I used this for the last company i worked for. (www.liberum.org)They were using a three part paper request form. This is easy to setup, scaleable, customizeable, and works great. Best part its free. It can use MS Access or MS SQL for the back end. Might even be able to port it to use MySQL.

    +
    0 Votes
    ishaikh

    we have been using liberium in my company since 2002, its simple to install and integrates well with windows NT domain or Active directory authentication.

    +
    0 Votes
    RexWorld

    I don't know if it would work for your needs but you might want to evaluate Bugzilla:

    http://www.bugzilla.org/

    It came out of the Mozilla effort, it's the software they use to track bugs. We used it at my last employer to track work requests--people would file Bugzillas with their requests and engineers would be assigned to each ticket. You could then update the ticket with the status, you could search for tickets by keyword, etc.

    And of course if you're handy with that kind of thing you can heavily customize the templates that Bugzilla uses so that the pages match your corporate style.

    Best of all it's open source, so it's free.

    +
    0 Votes
    acacord

    The OSDL has actually modified Bugzilla for use in this area.
    Go take a look... http://groups.osdl.org/forums/
    higher_ed_projects/#OSU_helpdesk

    +
    0 Votes
    jolson

    Thanks to all of you that have replied so far!

    I like the Ilient product. Clean interface, easy to understand. The only think I can't seem to figure out is if a client/customer can self register.

    Bugzilla could be good too, but with all work I have to do, I don't think I'd have the time to tweak it to my needs.

    +
    0 Votes
    The Admiral

    I use XP Helpdesk for my customers - no complaints

    +
    0 Votes
    waity85

    We use PerlDesk, it does everything you could ask for. Usual ticketing type stuff, clients creating own accounts, knowledge base, automatic email notification etc.

    It does cost (not sure how much as thats not my issue) however I'm reliably(ish) informed the cost is minimal, under ?100.

    If you want more specifics give me a shout.

    +
    0 Votes
    Maulik Bhatt

    I think you will need www.otrs.org. This will be helpful. let us know about it.

    Cheers.

    +
    0 Votes
    acacord

    The Web Help Desk app that you mentioned was my
    favorite, until I saw the price tag. That's when I stumbled
    on Cerberus Helpdesk (http://www.cerberusweb.com).
    We bought it, even though there is a free license. We
    decided to fork over some cash, since it's such a nice
    product, and well supported, too.

    We've expanded the use of our helpdesk software to cover
    other areas that IT doesn't directly support. Right now,
    we have a department who supports a proprietary web
    application using our Cerberus deployment for their
    ticketing. Hope this helped.

    +
    0 Votes
    exdaix

    I second that, Cerberus is a great product, and if you use just one helpdesk email for people to send requests to (as is the case with most SMB's) such as helpdesk@yourcompany.com, it is 100% free.

    +
    0 Votes

    Not sure if this is in your price range, but it's under $1000 for 5 named techs. The software and support is excellent.

    http://manageengine.adventnet.com/products/service-desk/index.html

    +
    0 Votes
    darumainathan

    I have used PerfectTracker in my previous job. It was easy to get up and running with. Also it has some nice reporting features etc. It does cost around ~$1500 for an unlimited user version.

    +
    0 Votes
    pc21geek

    I used to use Liberum. Once i saw the posts in here, i switched to Cerberus. What an amazing product for free.
    Happy NEW user!!! I would highly recommend this product to anyone.

    Kevin

    +
    0 Votes
    michael-heaton

    Have you had a look at this one from Layton Technology called HelpBox..?

    http://www.laytontechnology.com/pages/default.asp

    I shopped around same as you and found this product ideal. I too wanted a web based solution that was very easy to use.