Question
-
Topic
-
Helpdesk Software for the Mid-Size Company?
LockedHi! I am currently doing research on the various Helpdesk software available for the mid-size company. My company currently has about 300 users, but has a complex infrastructure, which includes not only internal support, but also outsourced support for our ERP solution. We would like to be able to manage everything centrally, which would include AD integration, links to our network management tools, ability to email requests to our external support, templates for different ticket types, change management, asset management, etc., to name a few.
I like the idea of a holistic Service Desk approach, but need to weed out the software which would be overkill for us. We do not want to have to do a lot of configuration (don’t have the time or in-house expertise), so something that is useful right out of the box is key. The products we are currently researching are:
ManageEngine ServiceDesk Plus
BMC’s IT Service Support for the Midsized Business (formerly Magic)
TechExcel ServiceWise
Trackit by Numara
Our other concerns have to do with support after the installation, what companies have been the most responsive, and which ones wash their hands of you once they have your money in their pocket?
Thanks!