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November 11, 2005

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Wow! 140 machines! 75 full timers!

We are still growing and getting about 1400-1500 attendees per sunday. We've got a total of 10 staff (3 hires just announced) and around 15-20 machines. You guys are doing amazing things!

Never looked into help-desk stuff. Looks like you've done your research. I'd love to take your offer, but I'm swamped with Crossroads work.

I would think that you would want to set this up on a Windows box. It looks like it is written in Perl and designed for portability and there is a Windows port. You know I'm huge on Linux, but given your obvious skills and knowledge with Windows, that's the logical place to put it for you.

Sometime in the next week or two I'll download and install it and see what's involved. Being a Perl programmer, it should be pretty easy for me. I'll let you know what I find.

I just checked the Ubuntu repositories and discovered that it is there. This means that it is basically a one-click install for me (well, maybe 2).

I'll see if I can check it out this weekend.

We have been using Track-it for over a year now and been very happy with it. I would be happy to setup something with our HD Manager if you would like some more feedback or input before you make the decision. Just let me know.

We're using Track-it too. Like Terry, I'd be happy to put you in touch with our help desk guy for a discussion. We've been running 4.5 for several years. We're just now rolling out version 6.0 and I think he's pretty happy with it.

We've used Track-IT for almost 2 years at CCV. It's been doing the job. We only have the standard version. We'd like to go with the Enterprise so we could use SQL Server instead of Access but that's pretty pricey. My biggest complaint is that the costs limits that usage. I'd love to be able to roll it out to more teams (like facilities) but it just gets to be too much money. Also it's auditing is a bit buggy. We wrote a custom WMI solution that works much better.

I'd love to take on your challenge of Request Tracker. I'm always looking for a good tool to track requests and especially one that can be accessed via a public website and handle/organize requests from multiple churches. I haven't read up about it before posting this at all, so I may be barking up the wrong tree!

If Brian Glass says that it's a one-click from Ubuntu, I may have to install that Linux distro on a box just to try it out. Wow, did BG just say "Windows". Wow, did I just say Linux??

I'll check with our Help Desk guy (me), the Exchange Administrator (me), and the Systems Integrator (me) to see if we all can't get this project done (he says with tongue planted firmly in cheek) :) Sorry guys, I couldn't resist.

It was not a one-click install.

But it was actually pretty easy - as long as you follow the directions to the T. I diverged and had heartache.

If anyone is interested in playing with it let me know and I'll set you up a login on my test box. Jason is setup to try it out right now. Depending on his decisions on Track-It vs. Request Tracker, we'll try integrating it with Exchange and see how that goes.

Hi Jason,

My company just release a help desk software tool called HelpSpot. We've had great success with it so far and I think it would meet all your needs, at least from what you've listed. It run any just about any platform Linux, Windows, Mac and any many different databases (MySQL, MS SQL Server, PostgreSQL). It's also easy to setup.

There's a 45 day fully function free trial if you want to give it a spin. Also feel free to contact me at the email provided if you have any questions.

http://www.userscape.com/products/helpspot/

I just want to leave an updated comment to say we tried Track-IT for a year ... didn't like it.

We're now using Service Desk Plus from adventnet and give it 2 thumbs up :-)

Jason

We use HelpMaster Pro. It has both a desktop and web interface. It's pretty good and automatically handles email and escalation scenarios.

www.helpdeskworld.com

I realize that the helpdesk article was written a while ago, but I was researching helpdesk software last week and stumbled upon a web 2.0 app called Pathworks that is currently in beta form. Have you heard of it?

http://www.pathworkssoftware.com/index.php

After several tools we switched to BridgeTrak and fully satisfied how it works. Surprisingly, some time ago kemma software - the original developer of this tool was acquired by scriptlogic. And we use scriptlogic's desktop athority for years. I'm sure that I'm not the first who thought that will be great if they integrate this helpdesk system bridgetrak to powerful desktop management solution desktop authority.

http://dl.scriptlogic.com/landing/bridgetrak/default.aspx

We went with the web help desk software solution (http://www.webhelpdesk.com) and couldn't be happier. It's not the cheapest solution on the planet but then again, you get what you pay for! ...but it's cheaper than Track-nyet! ;)

We got a 40% non-profit discount! Not sure if that is standard but made the decision a no-brainer at that point!

Here is a list of their customer list of church orgs: http://www.webhelpdesk.com/client.html#NonProfit

Hope this helps!

Paul

Hi jason, Really nice listing and i would like you to list AJ Help Desk SaaS - for customer support. AJ Help Desk is providing unlimited free plan for its customers. Add it with the list.

Excellent article. I would like to add that Senedesk by Senesoft Corporation is a powerful web based help desk software package which tracks not only service requests (trouble tickets) but also assets, inventory, vendors, RFQs, stand alone devices and more. For more information go to http://www.senesoft.com/cms/index.php/products/senedesk-web-helpdesk-asset-management-software

Hey Jason,

That's a pretty good list of HelpDesk Softwares. You could also add HappyFox (http://www.happyfox.com) to it. We have been using this customer support tool and ticket management software for a while now. Our experience with this helpdesk has been good so far and we would recommend it to anybody.

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  • Jason Powell is the Information Technology Director at Granger Community Church. The views and opinions expressed here are not necessarily those of GCC ...
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