Seeking good helpdesk/PC inventory package
Chris Szilagyi
We are currently looking for a new Help Desk & PC Inventory package
(we are currently using Track-It! 6.0). So far Remedy and HEAT are a
couple but we're looking for any further suggestions of good products
that do the following:
- Ability to receive Help Desk requests via email.
- Reporting (pre-built templates with ability to easily create custom
reports).
- Integration with Windows Active Directory
- Controlled entries and information on each ticket (automatic
time-stamping of events in the ticket).
- Set permissions to lock out tickets to certain technicians, while
granting access to tickets as well.
- Ability for users to check status of the ticket, with option to
display basic information about the ticket to the user, no in-depth
technical information.
- Web-based for easy and remote access to the system
- Possible integration to remote control software (Webex) to the
user's system
- Possible feedback survey that the users can fill out
- Built-in knowledge base for technicians, and FAQ for users
- Assign "presets" or shortcuts to automatically populate some fields
when entering the ticket information
- An additional module to tie in PC Inventory to the users, so we can
see specs on the user's machines directly in the ticket. Also support
to schedule an audit of the machines in PC Inventory, even over
dialup.
- An additional module in the Inventory section for tracking purchases
for all hardware/software.
These are our main requirements. So far it looks like HEAT will
support most (if not all) of these features. If anybody can provide
additional information on HEAT or other products, as well as provide
general pricing on them, that would be greatly appreciated!!
Thank you very much,
--
Chris
Vadymus
Tracking application - all in one - is the one VUNET offers at
http://www.vunet.us . Take a look at it, it's called VU Case Manager.
We are using it for our IT department and it is very helpful.