Hi all, I’m Luca Dell'Oca, from Italy. I work as a Virtualization Architect for a Service Provider in Switzerland, and I’m in charge of their professional services. Oh, and I’m also a new Thwackmbassador here.
I'm doing a research about different IT help desk solutions. At our company we are using right now a simple open source program (OTRS), but we do feel it’s time to look around for something different.
In my first round of research, I first tried to list the different features that these softwares offer. For what I've seen, several solutions are becoming something more than a simple web interface to open and solve ticket requests like the one we are using today. Most of them instead are integrating additional features, with probably the goal of offering a comprehensive solution for the overall “service management”.
I do know even OTRS can be integrated with additional components, or to be more correct, it can “talk” with other open source softwares. But we feel that the effort to integrate them all is too much for us, and that’s why I’m looking for “comprehensive” solutions.
We are a service provider, so maybe we have different needs for example from a company using an help desk system internally, for example I think about our need to manage different customers, and billing/chargeback.
But as my research is going on, I’m somehow overwhelmed by the offer that is available, so I would like to try and give a priority to some of these features.
What “additional” features do you think should be available? Which ones do you think are the most needed, or desired? Asset management? Remote control? Multi tenancy? Billing or chargeback? Time tracking? Others I did not thought about?
Will you be able to give a score to some of these features, based on your experience?
Thanks.