Which help desk software would you recommend for this purpose?
The tool that you use should have the functions that are important to your organization. In looking at tools, my recommendation is to seek a tool that has most or all of what you are looking for as part of their base package; that way, you avoid having to add on a bunch of extra costs.
Regarding what to use, the best practice is to seek a tool that functions to the level of complexity you are seeking. What that means is how much detail and functionality is needed. For example, if you want a knowledge base, what do you want that knowledge base to do, straight text, attachments, videos, formatting, etc. The more you clarify that within your organization, then you can assess any tools against those requirements.
I choose SysAid because if offered the modules that we needed within the base package. It also provided the level of complexity and functionality that aligned with our needs in terms of filling out a ticket, integration of the ticket with the knowledge base, and the CMDB can integrate with our customer tickets.
For us, it provided critical functions with the right level of complexity and integration.
Setting up and running the IT help desk you most probably think about their ability to receive and route tickets in an efficient way. You need to address the following things:
- How they get tickets (portal, calls, e-mail). Good solution would do it mostly automatically without involving help desk members into the process. Proper self-service would allow optimizing the number of tickets.
- How they route tickets to higher levels of support. Again, in many cases it's possible to route tickets automatically so humans mostly focus on exceptional cases.
- How they communicate with users and higher-level support, if it's convenient enough, if the communication is logged properly.
- How smoothly Help Desk integrated with Incident Management and Request Fulfillment processes.
- How Knowledge about resolved tickets is accumulated and shared.
- How to measure Help Desk performance.
To put it, in a nutshell, I'd recommend to look at ITSM Service Desk function holistically, as at the process (even though ITIL say it's a function) and consider typical people-processes-products-partners combination to ensure processes (SD and adjoining ones) are set accurately, properly automated and people are trained to follow them. Consider Help Desk outsourcing as major service providers have this capability in place and can provide Help Desk as an effective service already.
Greetings, first of all what makes a good ticket system?
Responding to your doubts, for ticket management to work, there must be an internal user commitment, document all the required information, follow up and solve what is required as far as possible, on the contrary, with proper follow-up.
However, I recommend GLPI TICKET, which can help you and with statistics.
Here a video how it works has subtitles in Spanish but it is easy to configure.
I recommend installing it in centos.
I'm to order.
There are lot of processes involved in the ITSM. You need to check what type of functionality is required for your company like Incident management, change management, problem management , defect management. If you are looking only for incident management then there are lot of software's available in the market based on your cost. However, if you have plans to add further modules in future then i will recommend to go for complete ITSM suite like HPSM, Service now , JIRA etc., because these software's comes with various modules integrated.