Recommendations for Helpdesk Ticketing & Inventory/Asset Management software/services

[dalekphalm]

Hey folks,

 

At work we're currently using the legacy "Desktop" version of Spiceworks Helpdesk, and that software is being EOL'd at the end of the year, so I'm looking for recommendations for a paid replacement (The software itself can be free but if so, Support for it is a must).

 

We've already looked at KACE (really liked what I saw), and will be looking at Jira and Zendesk.

 

We primarily need something for Incident Ticketing ("Helpdesk" software) and Inventory/Asset Management (ideally integrated with each other). Nice to have options include overall IT/System Management type features such as deployment/patch management, etc, but these are currently not requirements.

 

If anyone has used any of the 3 I'm looking at, how did you like it? Did you prefer it, or something else?

 

Also looking for recommendations beyond the 3 I've grabbed.

 

And no. We're not gonna consider SolarWinds 

[Chris Pratt]

We use Connectwise at my org. I'm not familiar enough with the options in this space to say how good or bad it is in comparison to other choices, but it seems to work well enough, and doesn't have the most horrible UI I've ever seen.

[Haraikomono]

1 hour ago, dalekphalm said:

Hey folks,

 

At work we're currently using the legacy "Desktop" version of Spiceworks Helpdesk, and that software is being EOL'd at the end of the year, so I'm looking for recommendations for a paid replacement (The software itself can be free but if so, Support for it is a must).

 

We've already looked at KACE (really liked what I saw), and will be looking at Jira and Zendesk.

 

We primarily need something for Incident Ticketing ("Helpdesk" software) and Inventory/Asset Management (ideally integrated with each other). Nice to have options include overall IT/System Management type features such as deployment/patch management, etc, but these are currently not requirements.

 

If anyone has used any of the 3 I'm looking at, how did you like it? Did you prefer it, or something else?

 

Also looking for recommendations beyond the 3 I've grabbed.

 

And no. We're not gonna consider SolarWinds 

take a look at atlassian "Jira service desk" they offer a variety of products

[dalekphalm]

12 minutes ago, Haraikomono said:

take a look at atlassian "Jira service desk" they offer a variety of products

Thank you for the suggestion, but it is on my list already 

 

Have you used Jira before? If so what can you tell me? I sent them a message looking for a quote so we'll definitely be checking them out.

2 hours ago, dalekphalm said:

-snip-

We've already looked at KACE (really liked what I saw), and will be looking at Jira and Zendesk.

-snip-

 

[GDRRiley]

My work uses service now and gitlab for tickets

[Radium_Angel]

We use Kace.

 

Hands down the best "all in one" I've worked with. The "smart label" system is brilliant, and allows you to finetune which systems get what (like patches, updates, no updates, etc) 

I've looked at many other system, but none are so smooth to work with that Kace is.

PM me if you need more info, happy to discuss. I'm not on this board much any more.

[dalekphalm]

10 minutes ago, Radium_Angel said:

We use Kace.

 

Hands down the best "all in one" I've worked with. The "smart label" system is brilliant, and allows you to finetune which systems get what (like patches, updates, no updates, etc) 

I've looked at many other system, but none are so smooth to work with that Kace is.

PM me if you need more info, happy to discuss. I'm not on this board much any more.

Thanks - I had a talk with ZenDesk today - the ticketing system itself looks good (though not quite as good as KACE looked) - the major downside with ZenDesk was that there's no native Inventory/Asset management system. There are API's that allow third party systems to be used, so it's totally possible still, but that's a hassle I'd like to avoid.

 

We had a KACE demo last week and so far it's definitely the best looking.

[Radium_Angel]

31 minutes ago, dalekphalm said:

Thanks - I had a talk with ZenDesk today - the ticketing system itself looks good (though not quite as good as KACE looked) - the major downside with ZenDesk was that there's no native Inventory/Asset management system. There are API's that allow third party systems to be used, so it's totally possible still, but that's a hassle I'd like to avoid.

 

We had a KACE demo last week and so far it's definitely the best looking.

For the record, we use the Kace K1000 SMA (now virtualized) 

I"ve not looked into their other products.

[BlueChinchillaEatingDorito]

To add to the list, Micro Focus Service Manager is the system introduced recently at my workplace. It can be integrated with their Asset Management solution as well. 

[James Pisanich]

On 7/29/2021 at 1:35 PM, dalekphalm said:

Hey folks,

 

At work we're currently using the legacy "Desktop" version of Spiceworks Helpdesk, and that software is being EOL'd at the end of the year, so I'm looking for recommendations for a paid replacement (The software itself can be free but if so, Support for it is a must).

 

We've already looked at KACE (really liked what I saw), and will be looking at Jira and Zendesk.

 

We primarily need something for Incident Ticketing ("Helpdesk" software) and Inventory/Asset Management (ideally integrated with each other). Nice to have options include overall IT/System Management type features such as deployment/patch management, etc, but these are currently not requirements.

 

If anyone has used any of the 3 I'm looking at, how did you like it? Did you prefer it, or something else?

 

Also looking for recommendations beyond the 3 I've grabbed.

 

And no. We're not gonna consider SolarWinds 

Just an FYI solarwinds helpdesk is not on the same framework/engine that got hacked a few months back. 

[James Pisanich]

On 7/29/2021 at 4:03 PM, comander said:

The three "publicly available" ticketing systems I've used were BMC Remedy, JIRA and Service Now. The latter I didn't get to use much (I changed jobs before really getting onboarded) but it seemed to work reasonably well and I preferred it to Remedy.

 

I mainly used JIRA for tracking projects moreso than service tickets though. Full disclosure I was usually the guy crunching numbers and analyzing data, not filing tickets (which wasn't fun). 

I've used Jira for tickets before. It was a pain in the ass, but it worked ....  kinda. Jira for me was better for developement bugs and enhancements instead of your day to day IT helpdesk tickets

[dalekphalm]

19 hours ago, James Pisanich said:

Just an FYI solarwinds helpdesk is not on the same framework/engine that got hacked a few months back. 

Hah be that as it may, we're simply not taking a chance with that company.

19 hours ago, James Pisanich said:

I've used Jira for tickets before. It was a pain in the ass, but it worked ....  kinda. Jira for me was better for developement bugs and enhancements instead of your day to day IT helpdesk tickets

Yeah we looked at Jira. I wasn't impressed.

 

Right now KACE is our front runner, and it looks pretty good.

[divito]

Heard decent things about KACE, and ZenDesk was alright in some limited use.

 

Online place I used to work for used Kayako. Overall it was pretty good, they are situated around customer support, IT support/help desk. I don't believe they had anything with inventory management built in, but they have the ability for certain integrations.

[FibonKylix]

I've only had experience with Service Now, it's great when it all works together (ticketing, asset management, project management etc) can be sluggish at times depending on network traffic. Has good reporting tools once you get the hang of it as well.