Hey everyone! I'm looking for some solid recommendations for help desk or service desk software. Our leadership is all about incorporating AI into everything these days, which is both exciting and a bit annoying. Anyway, here's what we need:
1) Integration with Active Directory for user syncing
2) Ability to track heavy users or teams that submit a lot of tickets
3) Use of simple tags like "network" or "printer" instead of complicated dropdowns
4) A user-friendly wizard for ticket submission
5) A way to send out a satisfaction survey after techs mark tickets as pending closure.
If a user clicks "no" on the survey, the ticket should reopen and go to a manager. If they click "yes," it closes out with an option for feedback. And if they don't respond after a few reminders, it should auto-close as "no response."
Oh, and if it could integrate with Slack and have some AI for auto-routing or categorizing tickets, that would be amazing!
Right now, I'm considering Tidio and Freshdesk but would love to hear other suggestions!
5 Answers
I've been using Freshdesk and it's super easy to set up and maintain. Our IT team is around 5 people and we serve about 200 users globally with good success!
I'm curious why you chose Freshdesk over Freshservice, isn’t that one more tailored to IT needs? We're planning to add Freshservice for our internal helpdesk.
Zammad is free and super easy to set up. Might be worth a look!
Have you looked at TeamDynamix (TDX)? It's been great for ticketing, syncing with AD and customizable reporting. Plus, it has surveys and a tagging system if needed!
You should check out Desk365! It’s AI-powered and covers everything you mentioned, including AD sync, SLA thresholds, and satisfaction surveys. You can reach out to them for more info!
We use Freshdesk too, but we don’t leverage all the features you're looking for. Nonetheless, it's pretty straightforward. Users just send an email to create a ticket without needing to log in, and the tagging options are handy for sorting!
Totally agree, we've got around 60 IT staff and 3000 users and Freshdesk works like a charm for us.