What is the best web based help desk system?
There needs to be privacy controls. It's for a relatively small group (< 500 users), and only those users should be able to access the tickets.
I'm fairly technical, so I appreciate flexibility when needed, but would really prefer for it to "just work". I wouldn't mind hearing about self-hosted solutions, but at this point, I prefer a hosted solution for the maintenance ease.
Price is one consideration, but not necessarily the most important one.
The best answer will provide a list of the top 3 - 5 solutions, along with their features, strengths, limitations, price, and other info that helps me make a decision. A further listing of 5-10 alternatives outside the top 5 would be greatly appreciated (to give me a broad idea of what's out there).
Thanks in advance.
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M$7 Answers
http://www.kayako.com/
I've used this personally for a few years, have installed it for a few companies and know that it is very widely used. Take some time and have a really good look at this software Greggo. I'm not affiliated with them in any way, I just know that they're the best.
Strengths:
* AJAX based Rich User Interface
* Active Directory (LDAP), vBulletin, ModernBill integration
* ViewShare feature allowing you to guide your clients in realtime
* Staff to Staff Voice Chats
* SLA's, Work Schedules and Escalations
* Detailed Reports and Analytics
* Microsoft Outlook Integration
* Teamwork module allowing you to create shared Events, Contacts and Tasks
Limitations:
Helpdesk software is as much about the support process itself as it is about the functions and features of the software. This software is no different.
Price:
http://www.kayako.com/purchasing/pricing.php
eSupport costs $30 per month
Or $300 to own it outright
I am an I.T. pro and have a fair bit of experience setting up and using this software. In the past, I have deeply compared and evaluated all issue-tracking options and short of developing one in house, this is the best solution.
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M$
It is distributed under the GNU General Public License (GPL) and tested on Linux, Solaris, AIX, FreeBSD, OpenBSD, Mac OS 10.x and Windows.
The ((otrs)) company provides commercial services (e.g. support, consulting, training, pre-build-systems, etc.) for the OTRS (English and German).
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M$
OTRS would be my first choice if I needed something free.
I tested it for almost a year and the users / support folks who used the system weren't happy with the user interface or support processes. This definatly could have just been my process & users, but I decided to continue my search for a good support system.
1-) Fogbugz - http://www.fogcreek.com/FogBUGZ/
Really user friendly. Your customers can pretty much do everything through email (most of them actually do that regardless of having that option). This works for any type of Help Desk in any business.
2-) Jira - http://www.atlassian.com/software/jira/
Much more powerful, but really focused on Software Development. Very detailed and technical.
My experience
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M$Vision helpdesk is a best web-based helpdesk software. We switched from Kayako to Vision Helpdesk, Vision helpdesk allows us to manage support for multiple companies at one place,.
Vision Features
- Anti-Spam
- Robost e-Mail Parser ( Two way e-mail Parsing* | Pre and Post Parser*)
- AJAX Based Rich User Interface
- Paid Support | Ticket Pay Module ( Integration with WHMCS | Blesta | Add Billing Notes | Create Invoice | Track Payment status much more)
- Plugin Based (Allows you to enable or disable various plugins)
- Multi-Language
- Auto Helpdesk Ticket Migration Tool (Allows you to migrate Helpdesk’s like Kayako Support Suite | eSupport | Cerberus | WHMCS etc)
- Inbuilt Antivirus Tool
- Auto Upgrades & Installation
- Google Apps | Google Hosted Emails (POP3 & IMAP SSL)
- Scrap Book & Private Messaging
- Submit / Reply Tickets Using Your Favorite Email Client
- Customized Tool Bar
- Service Level Agreements
- Report Generation
- Online Issue Tracking
- Custom Fields
- Ticket Escalation
- Login Integration (WHMCS | PleskBilling | ClientExec | Blesta | Wordpress | Vbulletin | SMF | Joomla | OsCommerce and much more..)
- Configurable Client Portal
- Client side quick search facility
- eMail Ticket Alerts | SMS Alerts
- Useful Tools
: KnowledgeBase | Downloads | Predefined | News | Troubleshoot Advance
Search | Alerts | Filters | Labels | Flags | Address Book | Calendar
Owned License starts from $199
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M$
Various websites and mentioned on www.hypick.com -
http://www.hypick.com/viewtopic.php?f=8&t=105
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M$You can leave an optional "tip" with Mahalo's virtual currency, Mahalo Dollars. If you are asking a difficult question that might require some research, or if you'd like a wide variety of feedback, a higher tip often leads to more answers to your question.
M$
http://www.google.com/Top/Computers/Software/Help_Desk/Browser_Based/
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M$
Thanks for the answer robbrown!
I haven't heard of Kayako before. The software looks interesting. I'll have to take a closer look at them.
Best of the best is ZenDesk. http://zendesk.com.
It is the only web 2.0 helpdesk, they give you 30 days trial, and it is fully customizable with triggers, automations, and macros.
I started using it a month ago, and it is simply excellent.