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Please can anyone recommend any helpdesk software? We currently use the free SharePoint helpdesk template but it has limited functionality. I would like to do the following:

Web and email issue submission
Email notification of job submission
Self-service - access to knowledgebase or if possible suggested articles based on the content of the job
Status notification on request
Job escalation
Reporting - I want to produce reports with graphs to show departmental heads the status of open jobs and stats on jobs completed each week (number of jobs, time taken, number of jobs per department, top users reporting jobs, etc.).

Thanks for any help you can provide.

James

There was a discussion on our UK Riders (http://ukriders.lasa.org.uk/) List about this a while back. Suggestions made at the time include:

- One Zero: http://www.oneorzero.com/ (here we use one Zero as a sort of knowledgebase of support queries / answers internally) - I believe it could be installed on a web server.

- Cerberus helpdesk http://www.cerberusweb.com/purchase.php

- Request tracker - James of freecharity.org has written an article on using request tracker for helpdesk here: http://www.freecharity.org.uk/2007/02/13/how-to-build-your-helpdesk-using-request-tracker/

Feel free to sign up to the UK Riders mailing list (http://ukriders.lasa.org.uk/mailing-list/) for further insights as things may have changed since 2007 when the original discussion took place.

Good luck with finding something that works for you!

Aba@Lasa

For a comprehensive source of free independent ICT information and advice visit the knowledgebase http://www.ictknowledgebase.org.uk/

For a source of trusted ICT suppliers to the voluntary sector visit http://www.suppliersdirectory.org.uk/

Anyone got experience of Numara Track-It? It keeps popping up as being a favourite on the websites I visit.

Hi
I've used kayako, and note that quite a few web hosting companies also seem to use it. You can have it as SaaS or as a product.

Hi,
The Incident Management Edition of our iSupport web-based help desk software replaces Track-IT on a regular basis. We'd be happy to give you a demonstration or free trial evaluation to test it out. Visit www.gwi.com or email sales@gwi.com if you're interested.

Good luck,
Eric

I'm with Numara Software and I'd be happy to put you in touch with customers who have experience with Numara Track-It!. We can give you a demo to show you how Numara Track-It! addresses the requirements you have described in your posts. Numara Track-It! has the largest installed customer base worldwide and one of the highest customer satisfaction ratings in the industry. That's probably why you're hearing about it in on the sites you have visited. We have information available for you at www.numarasoftware.com that relates to your requirements and you can register there for a demo or access a webinar to learn more.

Debbie Ingram
Numara Software
debbie.ingram@numarasoftware.com

Debbie

I'll send you the specific questions I need asking about Track-It regarding functionality I'd like from helpdesk software shortly.

James
Game & Wildlife Conservation Trust
jlong@gwct.org.uk