What Helpdesk / Ticketing Systems Are You Using? How Do You Like Them?

We have recently been looking into various helpdesk / ticketing platforms to enhance our support department - Provide better tools for our helpdesk, assigning work to service technicians - and to enhance our installation department's ability to manage project based work with a simple and easy integrated platform.

What I would like to know isn't so much about which platforms people are using so much as if people within the physical security industry use helpdesk / ticketing systems, and if so how.

Have people used integrated knowledge bases within ticketing software to store site / customer information for their helpdesk / service techs?

Do people find implementing ITIL framework works, or would anyone have any other best practices to pass along?

Login to read this IPVM discussion.
Why do I need to log in?
IPVM conducts unique testing and research funded by member's payments enabling us to offer the most independent, accurate and in-depth information.

**** *** **** ******* ** **** **:

*********

************

*******

*******,

** **** ******* **** * ****** ******** **** ** ********* helpdesk **** ** *** ******. ***** ****** *** ** **** serves * ******** ********* ******, *** ******** *** ***** *** usually ******** ******* ******** * **** ** ************, **** ******* the ********* **** *** ***** ************ ******* **** *** ***** to **** *** ***** ***.

**** * ** **** ******* ***** (*** ******** ****** **** made **** *****) ** - **** *** ******* *** **** a ******, *** ** ** ***. **** **** **** **** pain ******? **** *** **** **** *** ****** *** *** provide **** ***** **** *** ****?

******, **** ** ** ******* ** ***** **** *** ******** / ********* ** ******, *** ** *** *** ******* *** best ****** *** ** ************ ** ******* ** ********, **** the ****** ********** ** ********.

** *** ********* ***** ********* *** *** ******* ******. ***** now ** ** **** ***** ** ** *** ***** ** to ***** *** ******* ******** ** **** **** ******* **** missed. ** *** ********** ******* ** ***** ******* ** *** feature ** ** ****** **** ** ***** ********. **** * ticket ***** ** ** **** ** ********* ** **** * customer's ******.

********* * ****** *********** ******** ** *** **** ******* **.

** *** *** **** *********** **** ** ******** *** ********* habits *** ******* *** ******** ** *** **. **** ********* are **** *** ** ***** **** *** **** ** **** or ***** * **** ****** ******** ****** **** ***** *** support *******.

* ***** ** **** **** ***** ** ***** **** *** offline ** **** ******

*******,

** ***** ******* *** ** ***** **** ** **** ** see *** ** ***** *** * ******** **** ****** *** organization *** ** ******* ******* **** ** ****'* *** **.

* **** ****** ** ****** ****** *** *** **** **** seemed *********** ** ** ***** ***. **** ** *** ****** quality ********* ** **** ****** ** ***** ** ***-*** *** on-prem + ********* + ********** ***** (**-***) ********* ** *** platform. ***** **** ** ******* *** ****** ** *** *** platform ** ** ********* ** ******* **** * ****.

* ****** **** ** *** **** ******* *********, *** *** really ******, ** **** * ******* ****** ******

** ** *** ****** ***** ** **** ***** (********* *****), is **-****, ***** ***** *** ********** ****** **** ** ****** idiot *****, ********** ***********, *** *** *** ** ********* ****** of ********* ****** **** ************, ** *****-*******, *** ****** ***********, has ***** ***** ********, *** **** **** ****** *** **** the ****** **** ** **** *** *** **** ******* ** your **********.

** *** **** ****** ** ***** ******* *** ******* ** getting ******** ** *** *** ********. **** ** *** ********* are **** **** ** ******* * **** ** ***** ********* tech "**********". ****** ***** ****** **** *** ***, *** ** will ** ****** **** ********** *********.

* ***** ** ********** ** ******* **** ** **** **** points ******...

** ***** *** *** ***** *** ***** *** *** ***. Like *** ** **** * **** ** **** *** ** the ****** (***** **** ***** ******* ****) *** *** *** most ** **** ** ******, *** ****** ********. **, ** just ***** *** ***. * *** ******** *** **** ** did *** **** * *** ** ******** ************ ** ** getting *** **, *** **** ** ******* ******** *** * voice. ********* **** **** ** **** **, *** *** **** all *** **** ********. * ** **** ******** ******* *.* and **** ** *** ************ **** **** **** *** ****** that *** **.

** **** **** ***** ****** ** **** ** ****** ** our *** **-***** ******. **** ** ***** ***** **** ** with **** *** ****-***. ** **** ** ****** *** ****. More *********, ***** *********, ***, ***.

*** **** ********* ***** ** *** *** ** **** ** all ** * ********'* **** ** **** ********; **** * say ********** * **** **********, ***** *** ***. ** **** everything ********* ** ****, *** **** **** ** **** **** to ***. **** **** ** *** *** ****** ******** *** never ***** *** ******* ** *** *******. ***** ******, ***** service ****, ***** *******. **** **** ** * **** ****** be ***** ********. *** ******** *** *** ***** *** **** off ** *** **** *** ******* ********. **** **** **** the ****** ** ** ***** ** ** * *.

*** ***'* - *** **** ****** *** **** ** *** databases. *** **** * ** ****** **** ** *** ***-**** server **** * ***** ***** *** ********* *** ************* ****. It **** **** * ***** ** *** **** ***********.

**** ** *** ****** ***** **** **** ******. ********* **** is *** **** *** * **** **** ********. ****** ******** is * *** ****** ******.

**** ****!

****,

** ********* ********** ***** **** **** ***** *** ******* *** own ********, *** ** ******* *** **** **** *** *********** for *** ******** *** ** ****'* **** ** ***** *** resources ** ** ** *** **** ***** **** * ********.

** ** *********** **** ******* ** ***** *** * **** point *** ***, ***** **** ****** ** **-**** ********** *** one ** *** **** ********. ** *** ** *** *** have * *********** **** ** ** ** ******* ******* ****** in ******* **** ************** ******* *** *** ********* ** ***** hardware ***'* ** **** ** ** ***** *** **.

* ****** ** **** **** ******** ** *** ********* ******* and ***** ********** *********** ** **** *********. **** **** ** radical ******* ** *** ********* * *** ********** *** ** certain *** *** ******.

***** *** *** *** *****.

**'** **** ***** ********.*** ***** ****, *** ****** *-******* **** the **** ****. **% ** *** *******, ** ** ******** are ** **** **** ** *** ****, *** **** *** all-in. *** ******* ********* **** * *****, ******, ***, ** any ***** ****** ***** ******* ******* **** *** ***** *** team ***** ** *** *** ******** ****. ***** ******, *** our **** "**** **** ** ***" ** *** #* ****** of ********** *** *****, *** **** *** ***** ** ****** improvements *** ********. * ***'* ******* *********.

"** *** **** ****** ** ***** ******* *** ******* ** getting ******** ** *** *** ********. **** ** *** ********* are **** **** ** ******* * **** ** ***** ********* tech "**********". ****** ***** ****** **** *** ***"

****'* ** ******* *********, *** ** *** ** ****.... *** greetings, ****-*******, *** ******** ***** **** **** ****, *** ************ for ****** *** ******* ** *** ****** ******* **** *** not **** *** * ***-********* ******* *******, ** ********* **** didn't **** **** *** **** *******... *** ******** *** ** know **** ******* **** ********* *********** ******. *** *** ** the **** ******** *****...

************.*** ****** ******** *** *** *****.

** **** **** ***** ***** **** *** ***** * **** now *** **** **** ***** **** **. ** *** *********** moving ** ***** ***** ** *** **** ******.