Good helpdesk software for small business environment?

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08-10-2007, 12:42 PM
Valden

Good helpdesk software for small business environment?

We are trying to get some sort of help desk tracking/ticketing system going and everything we have looked into is just more than we really need.

We are looking for three key features:

Help Desk and Asset management
Web based application
Ability to create work order/ticket from an email

We were close to getting the Track-It application from Numara software and feel that it is just more than we need.

We prefer to go with a reputable company that has a large following and history.

Any input would be greatly appreciated!
08-10-2007, 01:04 PM
cat5e

If you needs are humble may be this free system would work, http://www.ilient.com/free-help-desk-software.htm
08-10-2007, 01:15 PM
Steve R Jones

My Small company uses QuickBase for recording support and client info.
http://www.goquickbase.com/index.html
08-11-2007, 10:09 AM
vertices

You could simply use companyweb if you have SBS. I believe it even comes with a basic help request setup already.

If you don't have SBS, Sharepoint would be great for this in a small environment, and then you have the added benefit of having Sharepoint for other uses as well.
08-11-2007, 11:04 AM
rock

We used to use Clarify for this, but then we wanted to combine sales, marketing, and support databases so moved to Sales Logix. This one may be overkill, though.

Have you looked into Bugzilla and similar? After using that internally for some consulting projects, I wish we used it on a larger scale.
08-15-2007, 05:59 PM
AstroCreep

We used Track-It back when it was still done by Blue Ocean software (still have it, actually) and it SUCKS! I mean, it's decent for what it does, but it's slow & buggy. Remember, I'm using an old version (5 I think), and really all I use it for anymore is to manage assets (their 'audit' function) and put in any sort of service calls I have to make.

Quote:

Originally Posted by cat5e

If you needs are humble may be this free system would work, http://www.ilient.com/free-help-desk-software.htm

Have you ever used this before? Do they have a sort of 'auditing' piece that you can run on a client PC to 'capture' critical system info (make, model, software, etc)? If so, I might try it.