What internal helpdesk app you are using?

Off Topic
1

We are currently using Novell Service Desk (yep we are part of the 10% of companies (maybe lower?) who uses Novell (now MicroFocus) )

We bought a company and in order to merge our systems, we are looking for a replacement helpdesk that would support both companies and thus it was decided that we will be moving into the Microsoft world…(active directory, exchange etc… ) And so we need to change our internal helpdesk application.

I was wandering what applications my fellow Epicor experts are using as internal HelpDesk system.

What are the pros and cons you have experienced…

I am looking ideally for the lowest cost… for example, I am open to a monthly/annual cost for the helpdesk technicians, but free for the users… (I saw one that was 400$/month! way too much…)

We will support maybe 350 users amongst 6 techs …

We are open to be on cloud or on premise

Thank you.

Pierre

2

We’re using ManageEngine ServiceDesk. Working well for us, although it really might be more than we need. The biggest problem is keeping the techs and users creating tickets rather than using Teams/Email.

3

ServiceDesk Plus integrates with Microsoft Teams for IT support (manageengine.com)

4

We also use ManageEngine, but only a fraction of all it can do.

5

One move vote for ManageEngine ServiceDesk. Like @gpayne we only use the basic features, but it works well for us.

6

We use Service-Now but at a smaller company we used Cherwell https://cherwell.com/

7

We use Zendesk, and I’ve used it at a previous role as well. Good basic starter helpdesk, IMHO. Much cheaper than the others mentioned so far.

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8

At the previous job, we used a Canadian cloud service called OneDesk. It can be simple, but it is feature complete.

9

At a previous company we used the help desk built into Lansweeper. Help Desk and IT Service Desk - Lansweeper IT Asset Management

The infrastructure guys wanted it for the asset management parts but it had a nice help desk which got us away from an older terrible one. Killing two birds with one stone so to speak.

10

We use Jira Service Management and I’m very happy with it. The costs come from your “agents” i.e. who is servicing tickets but the number of users (who can submit a ticket) is unlimited. I am a big fan of SaaS for this kind of thing, and it has been very easy to roll out.

11

We customized the HelpDesk app in PowerApps.

However this would only work for smaller sized businesses. We have ~75 employees so it works out.
If they changed the limit on the rows ceiling it could scale up more.

For us though it is great. It has notifications, attachment and comment support.