Joe Needs Help - Anyone With Experience Using Help Desk Platforms? ZenDesk? Others? (1 Viewer)

[Joe Bryant]

Hey Folks,

Wanted to call on the collective wisdom of the FFA.

Do you have experience / opinion / expertise using any of the different Help Desk Platforms? We've used ZenDesk for a few years and are weighing out our options for 2020. 

Would love to hear from you if this is your area. Much thanks. 

 

[Ron Swanson]

We used Zendesk for years but moved to Salesforce for our CRM so now use the internal system from Salesforce that is part of Field Service (not Desk!). I preferred Zendesk, but I think a lot of it depends on what integrations you need.

 

[snogger]

We use ServiceNow.. Would NOT recommend..
So much "crap" for a HelpDesk ticket System you almost need a "ServiceNow HelpDesk" just to support it  

 

[sublimeone]

WHMCS - great solution for us but all use cases are different

 

[Sullie]

Spiceworks for the low, low cost of. . . free.  It's actually very good software.   One of the things we use it for is that we have round robin phone support, if neither help desk are available, the person that needs help leaves a voicemail and a ticket it automatically generated and assigned to our help desk folks.

 

[Keerock]

Another ServiceNow user here.  Probably WAY overkill for most environments, so unless you need CMDB/KB/PM/AM/etc aside from help desk, I wouldn't bother.

Both Remedy and ServiceDesk+ are pretty decent.  Unfortunately, I haven't used ZenDesk so can't compare.

 

[Joe Bryant]

Thanks Folks. That's super helpful.

Another one we've looked at is FreshDesk. Anyone know anything on them?

Keep them rolling if you have thoughts. Thanks.