Helpdesk Ticket Tracking Software – what are your options?

IT helpdesk ticket tracking software – my library uses it. Right now, we use Track-It by BMC. But it’s clunky, hard to use, and isn’t quite meeting our needs anymore. So it’s time to start exploring our options!

Guess what? There are a TON of options out there. But first, what would we want in an IT helpdesk software package? Here are some features you should think about:

  • incident management – basic “track that IT problem” function
  • Searchable knowledgebase – document the fixes and answers … and create a powerful database of “what to do when”
  • Reporting – for managers like me. You need to keep track of # of tickets, # of closed tickets, # of still-open tickets, who worked on the problem, who had the problem (for potential follow-up with training if needed), etc.
  • Windows software, server-based, or web/cloud based?
  • Other functions that might be useful, depending on your setup, include LDAP/Active Directory integration, asset and contract management, email integration, and scheduling.

These hosted services seem to be all the rage right now, and I have to admit – they look pretty good (at least, compared to what we currently have in place):

I also recently asked for recommendations, and what other organizations are currently using, via Twitter and Facebook. Here’s what some of you mentioned:

So there’s a good list to get you started. Anyone have experience with any of these? Like or dislike them? Sound off in the comments!

pic by michaeljzealot