A good helpdesk system?


Before me was the task of finding a new helpdesk system that we use within the company. In fact, according to the requirements, it became clear that it is little more than a helpdesk, and most likely the ideal option to find does not work, but can't not try.

I promise that by the end of the selection, write on Habr review that looked.

So, requirements:
  • The system should have the ability to install on our servers (i.e. saas services are not good for us). Platform does not matter.
  • The system shall tightly integrate with email
  • The system must maintain a hierarchy levels (e.g., the request comes to customer service, and employee has the opportunity to transfer the problem to the head of service)
  • The mail should be at the level of departments (support@, sales@) and at the level of individual employees (the ultimate goal is to remove the concept of e-mail the sales staff and support — all correspondence must be conducted through the system)

The lack of any single item (except the first — he supercritical) — is also satisfied.

It would be good (but not necessarily), if the system also could:
  • To divide the types of customers
  • To separate the different types of tickets (predprodazhnaya training, after-sales support, support, etc.)
  • To make beautiful reports

In General, as can be seen — the key, in fact, that we almost need a mail client with advanced features and focused on non-specialists :)

Thanks for any adequate answers.
October 3rd 19 at 04:19
21 answers
October 3rd 19 at 04:21
Try this system: Deskun

Here are detailed instructions on how to organize helpdesk on the basis of this decision: https://deskun.com/help#helpdesk
October 3rd 19 at 04:23
Look at OTRS
October 3rd 19 at 04:25
Would suggest our system: www.helpdeskeddy.com - the functionality is on the way to kayako. For convenience I hope to overtake - You be the judge. Constantly working on the system, taking into account all the wishes of customers, the box version is currently available upon request.
You have a great system! - meredith1 commented on October 3rd 19 at 04:28
October 3rd 19 at 04:27
I really like kayako pay.
Good tech support and all of your requirements.
Only drawback was the price
October 3rd 19 at 04:29
And I for domestic producers.

Can do everything described in the requirements.
More than enough, and you can buy from the source, as we have done...
October 3rd 19 at 04:31
OTRS. Use our company, no complaints. OpenSoruce. Works like a clock now in its third year. All your conditions are respected. Contains two WEB-portal: for customers separately and for helpdesk staff separately. For iOS there is an app.

It is possible to install additional modules, free and paid.

But with the setup there are problems, but you can find a lot of manuals on the installation, configuration and maintenance.
OTRS looks like some sort of monster, and with almost outdated interface, it's weird. But will look just as it suggest, thanks - meredith1 commented on October 3rd 19 at 04:34
Here on taste and color :) - lonnie commented on October 3rd 19 at 04:37
October 3rd 19 at 04:33
I tried spiceworks — there is also its main buns for monitoring and managing the network — there is a ticketing/based.

There is almost everything you said, except that the reports — and, I think, but I don't bother.
The ticket can open people can choose the type of ticket.
You can have various positions by those responsible.
You can set the price and time / ticket.
You can customize some things.
Supports sign-on with AD.
Possible via email to reply to, you can through the portal.
Supported SLA.
Spiceworks I immediately offered to download ethnic that a poppy is problematic :) Try to understand what's next now... - meredith1 commented on October 3rd 19 at 04:36
Nuuu. it is on Windows :) so ekzeshnik =) - lonnie commented on October 3rd 19 at 04:39
October 3rd 19 at 04:35
You can try with Redmine CRM HelpDesk plugin.
October 3rd 19 at 04:37
Jira for helpdesk is not very suitable. First, it payment the number of users. Will have to get all customers and users to pay for them. Otherwise they will not be able to see the status of their tickets. Second, all users will see all tasks.

Zendesk is not bad.
October 3rd 19 at 04:39
You carefully read. It's a crutch on a crutch.

And the saddest thing is that the solution scales badly with the budget. Unauthorized users can't create tickets in Jira. And for each authorized to pay. Payment model "for operators" for more helpdesk "correct". - meredith1 commented on October 3rd 19 at 04:42
October 3rd 19 at 04:41
View to the side - with zenlix
Though the project is young, but promising, and on habré there is a free version: habrahabr.ru/post/227277
October 3rd 19 at 04:43
OTRS, of course, the nuclear reactor. The point about the level of the employees can be solved at the level of auto-cc.
The easiest way to "look at OTRS" naunet.ru/s/lab/hosted/otrs/.
If you like it, rock with offsite and put on your glands.
well I just used the reactor it, Yes.

As for the link to look at the OTRS I don't quite understand :) - meredith1 commented on October 3rd 19 at 04:46
join neonate and order service "OTRS". two months ago I did - lonnie commented on October 3rd 19 at 04:49
October 3rd 19 at 04:45
if the operator is no more than 5 you can try ManageEngine
I liked it. Easy to configure.
Operators of more than 20 - meredith1 commented on October 3rd 19 at 04:48
then a paid version of this helpdesk. For starters, you can put the basic (free) version and to assess the functionality. - lonnie commented on October 3rd 19 at 04:51
IU was previously fría on STD version for 100 operators! - denis_Nolan commented on October 3rd 19 at 04:54
October 3rd 19 at 04:47
Since you do not specify a budget we can recommend Service Now. Quite a popular system. A large number of developers and vendors who support and configure. All that you have written there and more.
The description of cool stuff, but it's kind of hard with buying, dealt yet with this issue. Thank you - meredith1 commented on October 3rd 19 at 04:50
October 3rd 19 at 04:49
October 3rd 19 at 04:51
Give your vote for Kayako, took her when she was a eSupport and the price was not so exorbitant, extremely intuitive and advanced system.
As far as I can tell, may all that you gave in your list. It is easy to set and then "just works", we have no problem with this system was not.
And terrified you here. eSupport few years ago cost the company about 300 — 350 USD and from what I remember this is no limit on the number of users.

A drop of about OTRS, prakticheski this system is not used, but set "look", in my opinion intuitiveness compared to Kayako simply no, and to configure OTRS is another story.
A little bit about the Request Tracker, the same almost did not use, just install and explore the possibilities, be placed and configured much easier in my opinion than OTRS, for example, but the intuition is somewhat lame.

And by the way, Kayako doesn't pay me anything for such rave reviews :(
October 3rd 19 at 04:53
RT — www.bestpractical.com/rt/
we have about a hundred users on the system, including twenty-operators (the other singers)
in five years the system had accumulated about one million applications processed
October 3rd 19 at 04:55
Well, here You have embarked on the search path, which sooner or later will lead you to the ideology of the ACM :)
It is better sooner :) My search has led me here to this casepress.org/
In fact, all that you wrote there is or can be easily extended to this, because it expands easily and professionals can be found easily.
October 3rd 19 at 04:57

even with email and hierarchy is inframanager

October 3rd 19 at 04:59
I can certainly seem strange, but as an option - helpdesk from hostcrm. For the price quite well against the rest.
October 3rd 19 at 05:01
If, on any platform, the: managing the IT Department of 8 to 1S

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