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help Desk software

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by dbchicago

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My IS team supports 100 users, 120 desktops, 15 Servers and 20 telecommuters. Looking for help-desk/call tracking software to efficiently support users and systems. Looking for web-browser-based system.. Any suggestions? Currently looking at TrackIt! product by Blue Ocean. Any feedback would be appreciated.

thanks.

db

5 replies

by ghstinshll

I don't have any experience with tools other than Remedy. I've used it at two different companies now, both large global companies, but the tools is really great. It might be too much / too expensive as well... I'll forward this on to a former co-worker who might have some ingight...

by dave the computer guy

We have been using TrackIt now for about two years and love it. We use the TrackIt receive option to let users open work orders as well as open work orders through our intranet. We setup a e-mail address called helpdesk and then setup a web page form to e-mail the results of the form to the helpdesk. TrackIt then takes that e-mail and opens a network order. I know that TrackIt does have a web based interface but we have not looked at it. We have about 100 employees and 150 PCs.

by dbchicago

Dave.

thanks for the response. How would you rate the product on customization? i.e. the ability to define call types etc., also, what do you think of the reports? Are the out-of the-box reports sufficient for Execs? I am truly looking to purchase the product and not have to do any additional web-page development etc. we do in-house dev but are swamped. Currently, we use Outlook for our help-desk/call tracking- it works, but is somewhat cumbersome. Looking to have 1 interface/databasefor my IS/Web teams to use to manage all technical support and give users a web interface to submit work orders.

thanks again. Happy New Year!

DB

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