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Help Desk Development

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by architech

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I have been recently tasked with setting up a help desk for a client who is a IT Outsourcing firm. The client is looking at several possible software apps- HelpStar and Track IT. These should be funtional with Whats Up Gold monitoring software. They are currently using Expertcity as an ASP for live Web interaction with clints. Do you have any past experiences or knowledge that I may borrow from.

15 replies

by daa-automotive

Here at Draexlmaier we use Track-IT as our help desk software. It seems to have alot of functionality to it including remote management. We simply use it for end user work order submission. To date we have not had a single problem out of it. It really depends on what kind of help desk environment you are looking for. If you are going to be doing alot of remote management then I would say go with something else other than Track-IT.
Hope this helps a little

by uwjoe

I would suggest using track-it. I currently use Help Star on our Help Desk at a University. Help Star is very Hard to work with. I have tried the demo to Track it and does a lot more for your money. Not only Help Desk call tracking, it also doesP.O. tracking for parts you may have ordered. It will also scan your network and do Hardware/Software inventory. For me it looks like a good tool.

by tomsal

As the senior Systems Engineer/MIS associate at my company I will cast our collective vote for Track-IT! 4.0 . We have been using it for roughly 1 1/2 years now and we like the product alot. Its not overly complex and yet it has just the features wedesire and its incredibly easy to use. We aren't even using all the features yet.

We use it primarily for Purchase Order tracking for IT expenses and Work Order management.

They also offer a remote module you can purchase for it , to do remote management through a web based interface. Last time I checked though I was appalled by the price tag of it though.
(between $700 - $1000 I think, but remember this is just an ADD ON module!)

Also don't buy the tech support contract nonsense they offer. Its like $200 a year, but its a wasted $200, the software is cake to use and not hard to troubleshoot at all - especially for an IT professional.

by simonjkidd

Have a look at www.helpdesk.com it contains a list of helpdesk software.

I've demod 14 software packages, and I'm edging towards a peice of software called ambercat Helpdesk. www.ambercat.com.

It hasn't all the functionality of Track-it, but in some areas is vastly improved particularly in the monitoring SLA and workflow areas has built in e-mail and web systems and is a fraction of the price of track-it. Try the demo........ I didn't believe the functionality vs price

Simon Kidd

by troubleshootergurl

I have been using Track-It! for more than 3 years. I recently joined another company and recomended it, we are using it here. I have no complaints. You can log every and anything in Track it, practically create your own database using Crystal Reports.

All in all, Track it is great for functionality.

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