Experiences with help desk software?

[las.livejournal.com]

I just got hired for a split web design/tech support job by a university department. We've got 300 computers, mostly Win2000, 2.5 tech support staff, and no trouble ticket system. Need help desk software; I'm looking at several packages that will do what we need it to do, namely, let the faculty and secretaries fill out a trouble form via their web browser and also be able to see what's in the queue in front of their issue so they will be a bit less likely to call 5 times a day to ask when someone will be out.

So, doesn't need to be fancy, but it's gotta work and not be too complex for users. Anyone have experiences with Liberum, or any other packages? Or anyone got a pointer to a good site of help desk software reviews?

Comments

[packethead.livejournal.com]

I suspect as a University, you probably also don't have a lot to spend on it. You might want to look at open-source package Open Ticket Request System (OTRS) at otrs.org.

At the same time, it would be nice if you'd read the group's charter for before posting. This community is for technical support people to tell stories and vent about their lusers. Your question would be better posted in the the it_professional community.

thanks

[las.livejournal.com]

Thanks for the tip; I did read the charter, but as far as I saw it didn't say about this only being about venting :-) I'll go elsewhere, have a great day!

Re: thanks

[oddball42.livejournal.com]

it does make sense, why not ask teh people who work with a ticketing system day in and out for their opinion on a good ticketing system.

and there is such a horde of people who break something and come here to see if they can fix it, you arent the first..

[dajeth.livejournal.com]

I've found the OneorZero Helpdesk to be very good. Open Source, free, try googling it.