Service Desk platforms

Discussion in 'Business & Enterprise Computing' started by Gunna, Mar 13, 2021.

  1. Gunna

    Gunna Member

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    So it looks like our plans as an org to deploy Servicenow have been put on hold for 3-5 years.

    Our current platform BMC is a pig that I hate and isn't meeting our needs for the Apac region so we are going to look at something that meets our needs.

    Looking for suggestions of ITSM platforms for a small team that has the below
    • Help desk tickets and reporting/trending
    • Self Service Portal for end users
    • Some form of work flow or ability to integrate with the likes of ADAXEs
    • Integration with SCCM for deployment
     
  2. Urbansprawl

    Urbansprawl Member

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    Do a local ServiceNow instance, or you are just building tech debt for when you have to do the migration to global servicenow. Or make sure you aren't working there by then :)
     
  3. Rass

    Rass Member

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    If you do go down the path of Service Now, be aware it's a large, complex and close to infinitely customisable (within bounds). I lost out on some good features for automation and integration because there were no standards and control around things like SLAs, customer profiles and the likes.
     
  4. OP
    OP
    Gunna

    Gunna Member

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    The cost for servicenow isn't worth it for a 3 person team, that team may grow to 5-6 in the next 2 years though
     
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  5. Urbansprawl

    Urbansprawl Member

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    Yeah fair enough probably not worth it then and not too much pain to migrate later.
     
  6. s4mmy

    s4mmy Member

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    JIRA Service Desk an option?
     
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  7. scrantic

    scrantic Member

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    Another one that might fit the requirements/budget could be FreshService
     
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  8. elvis

    elvis Old school old fool

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    Man I hate Jira service desk.

    Yes, it integrates into things. Yes it's by the almighty Atlassian who everyone holds up as the next coming of Christ.

    But it has all the well thought out UX design of a cold cow pat left to rot in the midday sun. It actually makes me want to stab my own eyes with a fork while using it.

    Give me Zendesk or Zammad any day. Yes, even with their more annoying steps to integrate other things. ANY DAY.
     
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  9. DivHunter

    DivHunter Member

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    How is the cow pat remaining cold while in the midday sun? Atlassian magic?

    Also by agreeing to their terms you also agreed to not speak of their software's performance to anyone.
     
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  10. elvis

    elvis Old school old fool

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    If anyone can make a good idea impossibly shit, it's Cannon-Brookes.
     
  11. NSanity

    NSanity Member

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    Jira is good for tracking software development tickets.
    Jira is not good for IT Service Delivery.

    Connectwise is good - but potentially too much for non-MSP's.
    Zendesk is good.

    Snow is everything for everyone - but bring your wallet. AND DON'T FUCKING WRITE YOUR OWN CUSTOMISATIONS.
     
    Last edited: Mar 29, 2021
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  12. elvis

    elvis Old school old fool

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    I definitely think so, but I also see their prices have gone way up in the last 12 months.

    Thankfully there's Zammad, which includes DIY, supported and cloud offerings.

    https://zammad.org/
    https://zammad.com/
     
  13. miguel_sanchez

    miguel_sanchez Member

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    Seconded! Particularly the bit in caps.

    I've only briefly looked at Jira service desk, but i got the impression it'd be okay for a smaller operation, particularly one already familiar with Jira & Confluence. That said, never used it in production, we currently use a bastardised hybrid of SNOW and standard Jira (plus other stuff behind the scenes i think).
     
  14. DivHunter

    DivHunter Member

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    Similarly we use FreshDesk and Jira. The integration between the two is...fine.
     
  15. s4mmy

    s4mmy Member

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    I just threw it in there as its what they use where I am now.
    I'm planning to replace it with SNOW once a few pieces are moved out the way.
     
  16. GumbyNoTalent

    GumbyNoTalent Member

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    Have you used this?
    In particular the chat / customer support features?
     
  17. elvis

    elvis Old school old fool

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    Small scale only (I occasionally consult to a mob who use it).

    No, only the ticketing part.

    I used Zendesk for a larger group some time back, about 1000 customers all up. But again ticketing only. They were split into about 200 competent users who could use the web system, and 800 useless ones who only understood email.

    They had corporate GSuite stuff too, do chat was done by hangouts (and we used Google Auth so that all worked well).

    From what I've seen of Zammad so far, they've taken most of the good ideas of Zendesk and run with them. I'm keen to use it at a larger scale (pushing it at a Gov contact I'm on, and getting some interest there).
     
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  18. GumbyNoTalent

    GumbyNoTalent Member

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    Building a system for a mate who caters for glass collectors and looking for a good FAQ, ticket and chat system so he can "consult" with collectors in identifying pieces, running up a eval for him now. :thumbup:
     
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  19. elvis

    elvis Old school old fool

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    Full feature list is here:
    https://zammad.com/en/product/features

    But they do have a built-in knowledge base like Zendesk does:
    https://zammad.com/en/product/features/knowledge-base

    I've not set it up myself in Zammad (org I use have it set up already), but in Zendesk the idea is you can find frequently asked questions from customers and turn a response into a KB article (or write one fresh), and then link to that if the question gets asked again. Seems like the Zammad process is very similar, from the doco.

    Pretty good whether your customer base is an internal group, or just random customers off the Internet.
     
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  20. mooboyj

    mooboyj Member

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    Have you thought of consulting with an MSP and using their Connectwise instance as a virutal customer (if you want Connectwise)?
     
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