My company and I are looking for a reliable help desk tracking software. We wanted to be webbased, easy to use for end users, asset management, able to assign tickets and to have a report builder.


Thanks!

Hi,
I'm also looking for the same sort of help desk tracking system which is free and open source. So far, I found this site to be the best. http://www.helpdeskreloaded.com/

Their demo system can be accessed from http://www.demohelpdesk.com/index.php

Check it out. Hope it helps.

For more enterprise software listing, check out http://www.wareprise.com

What enhancements would you like to see added to current help desk systems available today? i need some suggestions for a project i'm undertaking.will appreciate the replies.

1.) live chat
2.) FAQs
3.) EZ templates to customize

I need suggestions on how i can add enhancements to current helpdesk systems, web ones preferably. any suggestions will be appreciated.

I have developed, maintained, used, and deployed several Help Desk systems.

There are varying types of Help Desk systems that cater to varying audiences and what you write for one audience you cannot write for another.

Completely Web Based
This help desk software is installed on your web server, and only a web browser is needed to use it.

Remotely Hosted
Remotely hosted is a help desk service provided by another another. Often times, only a web browser is needed.

Local Software with Web
This help desk software requires local installation on each server or workstation, but also has some web integration.

Local Software
This help desk software requires local installation on each server or workstation.

Knowledgebase Software
This is software that offers knowledgebase/FAQ features only. Some help desk packages already include this.

Instant Chat Messaging
This is software dedicated to offering live chatting features. Some help desk packages already include this.

The question is too general as enhancements are usually geared toward the client's business needs, their customer base needs, their technologies, just to name a few of the deciding criteria. There are hundreds of help desk systems for thousands of business applications so enhancements can possibly number in the tens of thousands.

Perhaps if you are looking for a particular Help Desk system(s) or have a particular business model(s) for us to solve, we can point you in the right direction(s) - there are just too many frames of reference to work with.

I'm developing a help desk for final year project in uni.would like to have some suggestions on enhancements that can be added to currently available help desk systems and would it be a better idea to develop a web based help desk system? I'm developing a help desk for final year project in uni.would like to have some suggestions on enhancements that can be added to currently available help desk systems and would it be a better idea to develop a web based help desk system?

It depends on what type of help desk system you wish to build. A proper and complete IT Service helpdesk system for a medium or large company comprises of the following subsystems:

1) A fault logging and tracking system. This system identifies the user, issues a fault ticket, and logs a history of faults/requests submitted by the user. There are many off the shelf applications that do this

2) A knowledgebase. This is used to log commonly encountered faults, so that admin staff do not need to reinvent the wheel when diagnosing faults. There are off the shelf applications that do this

3) Self help systems. This is where web pages are developed to help users log faults / requests, or process common requests online. For large companies, such systems are imperative. The most commonly submitted type of fault is a LAN password reset. For large organizations, it is important that an automated LAN password reset system be built, and customers forced to use it. In my organization, I built such a tool several years ago. It processes over 10,000 password resets/account unlocks in a month.

4) Help desk fault diagnosis tool. In my organization we have a custom built tool that retrieves as much information about a user, and presents it in a simple interface for LAN admin staff to use. Such information includes the users details, LAN accounts, workstation used, whether the LAN accounts are locked, etc. It relies on a backend database of user information, and whatever other data can be retrieved from the network. Its a bit hard to explain here, but it is a very well used tool in our organization.

5) Systems status monitor. This is a web based tool that lists any major faults encountered, such as a server or network outage. This is visible by LAN staff and users alike. Its purpose is to stop large amounts of users ringing the helpdesk to report what is essentially the same fault.

There are more systems that can be mentioned, but these are the most important. Good luck.