Discussion in 'Business & Enterprise Computing' started by Gunna, Mar 13, 2021.
I share your sentiments to all things Atlassian.
KACE is actually pretty good if youre a Dell shop. HelpDesk is pretty good for what it is.
I am now getting the data sovereignty question relating to helpdesk. Freshdesk will move you to Australia but you lose all your archived records and it takes a month (?) so I looked at Zammad and Zendesk but they appear to be US/EU only. Seems difficult to find a decent helpdesk that stores data in Australia.
Zammad community edition, self hosted, bikkety-bam.
You can request for an AU Zendesk Tennant, not sure if you need to be of a certain size to make the request but both our instances are in AU based POD's
Tell them to get fucked.
If you were in a place where data sovereignty was a thing, it would have been picked up well before now.
New client that I am pretty sure has used the contract to have documentation / policies they don't have internally written up for them to copy pasta.
Their desperate need for high level SLA and additional support that is just not required has cost them many monies. Some of which goes to me so I can't complain too hard.
We're actually using Relokia to do a Freshdesk to Freshdesk migration because apparently Freshdesk don't know how their own API works.
Do you mean in the setup process? Because yeah it's a bloody nightmare switching tabs between things and then you click a button that takes you to a schema which you can't delete because it's in use in another screen that you forgot to remove.
But the user facing part looks and feels fine to me.
Go use Zendesk/Zammad and get back to me.
I'm specifically talking Jira's Service Desk component here, which everyone insists on using despite not using any of the git, PM or issue tracking components. If you use those, sure, it's all integrated and I totally get why you'd sacrifice a bit of usability for the sake of integration (literally why Microsoft makes money). But if you don't use those other things, WHY THE FUCK would you use Jira just for service desk when it's utterly fucking abysmal at that?
I guess for us, it's just basic issue tracking, tying an asset to a job and being able to communicate with the client. I have used servicenow and from a Lvl1/2 pov I can't see why servicenow or zendesk or jira are any different?
"UX" is the answer mostly, although Zendesk is excellent for automations, triggers, and a host of other things.
I understand that "UX" is subjective too, but it's as valid as saying "my user can use Windows but not Linux on the desktop" when you provide the tools and training for both.
+1 for JIRA Help Desk to fill in the gap for the next 3-5 years until your SNOW deployment gets momentum. Handy if you're already using Confluence and the other platforms and just need something to plug the gap for a bit.
I almost pulled the trigger on ZenDesk which forced head offices hand and they signed with SNOW. They freaked at thinking we would have 3 ITSM iterations in our environment if I went with ZenDesk. We are int eh discovery stage now with professional services. Now to keep this behemoth of a project on track
Sorry for a bit of a thread hijack (but seems to have run its initial course other than updates from Gunna...), but hoping you blokes might be able to tell me whether I'm dreamin'...
I'm the OC chair for my apartment building which means I have to deal with the company that manages the building. They're okay-ish but seem pretty disorganised and easily loose track of things once there's more than 1-2 balls up in the air. Currrent comms are just emails back and forth. I've been wondering for a while whether I could nudge them towards some kind of simple ticketing system so we could keep track of things in a bit more of a structured manner. It would really only need the ability to create a 'job' and then add comments/updates as you go, setting status etc would be good too obviously.
Are there any simple service desk type tools that would fit this bill? Or is there another market segment altogether that I should be looking into? They must also manage other buildings so I'd like to think I could sell them on making their lives easier.
I did have a bit of a crack at setting up a Google sheet with columns and things for this but it's not exactly foolproof, plus I'm not exactly a skilled dev.
Spiceworks as above will do exactly what you're asking, but the fun part will be getting them to actually use it
Based on my experience they do this delibrately, hoping you'll get so frustrated it just all goes away.
"i'm not doing the work unless I have a ticket "
getting them to use it properly is a whole different story lol
Haha yeah I know what you mean. Interestingly in this case the OC is reasonably responsive (at least to me, but I have a direct phone number), it's the bloody builder that's doing this! They were using the most woeful SM platform I'd ever seen - IssuesID ?
But yeah you're right that the change management exercise might make the whole thing more pain than worthwhile.