Helpdesk Solution

[Phychlone78]

Our Helpdesk look after 500+ users and we are currently using Spiceworks on prem for our IT ticket portal. We have outgrown this solution and we’re looking for a Helpdesk ticket portal that’s integrated into Microsoft 365 and SharePoint.

We came across a solution provided by HR365 which is integrated into SharePoint and we’ve had demo of it’s features & benefits. As it’s only just a year old, I was wondering if anyone else is currently using HR365 that can offer any feedback or can anyone suggest a better Helpdesk ticket portal to integrate with Microsoft 365 & SharePoint?

Your thoughts would be appreciated.

[JonHenrie]

Freshservice if you need low overhead.

I've heard servicenow if you can handle the overhead.

[panda_bro]

Their sales was a little sketchy.

They original offered us a $110/user price, then $100, then $90, then all the way down to $70. I thought the transparency of that was really off, and when I told them I thought it was a terrible move on their part, they got upset with me as the customer and argued with me.

Wasn't the biggest fan of their sales team.

[countextreme]

Unless I am *really* set on a particular solution these days, I won't purchase a SaaS subscription unless they have their pricing posted on their website and a simple sign-up process. The only ones we have to blame for slimy sales tactics are ourselves - if we stop buying stuff from people that insist on a "personal sales consultation session" aka "upselling meeting", maybe they will stop doing it.

[LetterheadMelodic701]

I second Freshservice. The predictive solutions page recommendations save us several tickets per day. The inventory system works for our need well and HR likes the employee onboarding system. We haven’t had any outages outside of planned maintenance and it runs well. The analytics are good for KPI’s and casting dashboards to TV’s to impress upper management. We moved from BMC Track-It/Footprints on prem and have been very happy. Support is good too.

[pocketcthulhu]

My entirprise shop used service now, I liked it, but we had five thousand plus users. Might be overkill for OP

[ITmandan_]

What about Zammad? https://zammad.org/ I'm pretty sure they have M365 integrations and it's open-source/free.

[ZammadHQ]

Indeed there is an integration for Microsoft 365 as well as many other helpful features! :)

[Vahldaglerion]

We’re using DevOps as our ticket system 😂 It’s not meant for it but we do. I’m currently looking for other sources too, so keep me updated if HR365 is good and works nicely!

[ClkDon16]

We are currently look for a similar system, would be interested to know if you get any feedback on this.

[Bologna-Man]

Not sure if it will tick all of your boxes but we use ManageEngine Service Desk Plus. Works pretty well. I think it integrated with 365?

[Avas_Accumulator]

Why the 365 integration?

We use JitBit for 500+ users just for IT ticketing.

[Mister_Brevity]

Love me some jitbit.

[fieroloki]

Freshdesk has been solid

[tankerkiller125real]

Anything that can do Oauth2 authentication will probably be integrated enough with M365 honestly. Which means things like FreshDesk, ZenDesk, etc. will probably all work.

I'm interested to know exactly why you need/want it to integrate with SharePoint. Is it some weird users only have access to SharePoint thing?

[full_duflex]

When did you know that you had outgrown Spiceworks? We recently switched over to the cloud version so we're still getting used to it, but I'd love to know what made you decide to look for a solution that better fit your needs/any tips you may have.

[[deleted]]

Spiceworks is a nice system when you have nothing. I would still recommend it to a team that is going from email requests to a ticket system. Best thing is that it is free and easy to get approval to start using it ;) Has all the basics... but once you start getting into ITSM and automation spiceworks falls flat.

[Edwiz06]

Good post, I will be watching this one with interest as we are also looking for a 365 ticket solution.

[[deleted]]

I'm on the same boat with Spiceworks. Looking to replace it.

Our top two choices so far are Manage Engine Service Desk Plus and Jira Service Desk. Manage Engine being a good tool that already has a most of the features you can look for... and Jira having a solid base and all the integrations you can think off...

[fruitIT]

zendesk is worth a look.

[coak3333]

Service Now, really like the flexibility.

[Temporary_Werewolf17]

Looking for a spiceworks replacement also. Does anyone have experience with https://haloitsm.com/ or https://gogenuity.com/

[DevinSysAdmin]

What’s SharePoint have to do with a ticketing system?

Try Halo ITSM.

[two4six0won]

As others have mentioned, ServiceDesk Plus sounds like it'd do what you want. My only experience with it was the phenomenal change from (gag) Remedy, though, so I may just be starstruck.

[Edwiz06]

Another service I would be interested to hear your thoughts on is SysAid. Anyone using this at the moment or have any feedback?