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Looking for Help Desk software

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by efs

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I am looking for a help desk application with the following features:

Web Interface for clients with NT domain authentication
Accept/auto create a case via email
ability to attach a file to a case using web interface

Anyone use or know of a package that will do the above along with the standard help desk tracking functionality.

Thanks

7 replies

by jonp

We currently use the Magic Total Service Desk. I think it will have everything you are looking for.
tickets are generated when an e mail is sent to the help desk. There is an escalation policy you can use. Your able to track inventory as well as many other features. My favorite part is the knowledge base and the self service feature for clients. They are able to log into the self service side of the desk, check on thier own tickets, and update with any new information. The client is alsoable to search the knowldege base for answers. If none is found, they are able to open a trouble ticket from this point also. check it out. www.nai.com

by darthkim

Try the Track-it. It does everything you ask for except authentication by Windows.

On the other hand, I believe the Advanced Help Desk option from CA with unicenter would allow you to do the same thing, but at a considerably higher cost. You would have to purchase some portions of etrust, unicenter nsm, and the advanced help desk option to achive your goal. good luck

by bc.miller3

My company uses Remedy. I don't know very much about its back end, but it has all the features that you have listed, and many more. I believe that we are using version 4.5

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