IT people: Helpdesk software help

[Crawford]

Okay... for you IT people out there. Here is my problem.

I need a helpdesk software package for my company. We have about 80 employees and 3 techs in my department and 3 techs in another department. I dont need anything crazy fancy or expensive just something that will give us very good reporting, web based, built in emailing of tickets status and new assignment, and stuff. If anyone has any recommendations please let me know. There is a billion different packages out there so any I could use some help.

Thanks!

[George G.]

I know you said you don't want expensive so this may not be what you're looking for but we use Magic Service Desk. It does the things you listed plus some. We recently implemented the Self Service Desk part where the corporate users can initiate their own tickets and it gets routed to us. It's web based and scaleable.

By the way, 6 Help Desk Analysts for 80 people?:eek2: We're down to 3 right now(usually 4) for about 600 users.

[Crawford]

Thanks for the recommendation. Do you have a link to where I can check out this software?

We have 3 that service the company as a whole from an internal support standpoint. 1 helpdesk, 1 for telecom, cicsco, firewall... then me for server hardware, AD, OS: NT/00/03, Exchange 2000, and I manage our client demo environment. We have 3 more that are UNIX consultants working 95% of their time with our clients but they also help maintain our internal UNIX systems as needed. Its complicated but we stay pretty busy. :)

[George G.]

http://www.remedy.com/solutions/magic/service_desk.htm

[blueoval01]

Crawford, I've used this one before.
Not fancy and runs on Windows or *Nix based servers.
Choice of Flat File or MySQL databases. Web Based.

WonderDesk (http://www.wonderdesk.com/)

Before I left, the company was looking at:

FootPrints (http://www.unipress.com/footprints/index2.html)

[Logan]

We use Jira by Atlassian Software. http://www.atlassian.com

Free 30 day demo's downloadable.

It rocks. We use the Enterprise version and support well over 800 users with a IS staff of 40-50...

It integrates with LDAP/Active Directory for authentication, supports every databased backend under the sun. Installs in minutes, and is configurable out the wazooo. It's also extremely easy and has a low-click count to use.

One of the best features is the ability to completely customize the input forms for every single type of issue. So for PC issues, your input form can be completely different than a database issue report. It also supports importing from Bugzilla, Mantis, XML data feeds, monitor pop email boxes, has fine-grained auditing and fine-grained alerting and permissioning...

In short, best product I've come across on the subject.

[Crawford]

You guys never cease to impress me. I appreciate the advise and will check out all those options. We shall see if I can pry come cash out of management's hands to get something decent. :beer:

[Band]

I just ran accross this software. I don't have any experience with it but here's the link.

http://www.blueocean.com/Track-It.asp

[Logan]

I just ran accross this software. I don't have any experience with it but here's the link.

http://www.blueocean.com/Track-It.asp
I have... Track-it sucks beans.