A good helpdesk system?

Question

Helpdesk

Hello!
Before me was the task of finding a new helpdesk system that we will use within the company. In fact, according to the requirements, it became clear that this is a little more than a helpdesk, and most likely it will not be possible to find the ideal option, but I can not help but try.
I promise that based on the results of the choice, I will write a review of what I looked at on Habr.
So the requirements are:

• The system must be able to be installed on our servers (i.e. saas services are not suitable for us). The platform doesn't matter.
  
• The system should be tightly integrated with e-mail
  
• The system must support hierarchy levels (for example, a request goes to the help desk, and the employee has the opportunity to transfer the problem to the head of the service)
  
• Mail support should be both at the level of departments ([email protected], [email protected]) and at the level of individual employees (the ultimate goal is to remove the concept of email from sales and support employees - all correspondence should be conducted through the system)
  

The absence of any one item (except the first - it is supercritical) - also suits.
It would be nice (but not necessary) if the system could also:

• Separate customer types
  
• Separate ticket types (pre-sales preparation, after-sales support, support, etc.)
  
• Create beautiful reports
  

In general, as you can see, the most important thing, in fact, is that we need a practically email client, with advanced features and focused on non-specialists :)
Thank you for any adequate answers.

Answer 1

I really like the paid kayako.
Good tech support and all your requirements.
The only downside is the price

Answer 2

And I am for a domestic manufacturer.
www.intraservice.ru/
Knows everything that is described in the requirements.
More than satisfied, and you can buy with the source, as we did ...

Answer 3

OTRS . We use it in our company, no complaints. opensource. Works like clockwork for the third year. All your conditions are met. It contains two WEB-portals: for clients separately and for helpdesk employees separately. There is an app for iOS.
It is possible to install additional modules, paid and free.
There are problems with the setup, but you can find many manuals for installation, configuration and maintenance.

Answer 4

I tried spiceworks - there, in addition to its main goodies for monitoring and managing the network, there is ticketing / helpdesk.
There is almost everything that you said, except perhaps for reports - and that, I think, is there, but I did not bother.
A ticket can be opened by a person, they can choose the type of ticket.
It is possible to have different positions of those who are in charge.
You can set the price and time / ticket.
You can customize some things.
Supports login with AD.
You can answer through the mail, you can through the portal.
SLA supported.

Answer 5

You can try Redmine with CRM and HelpDesk plugin.

Answer 6

Jira for helpdesk is not very suitable. First, it pays for the number of users. You will have to make all customers users and pay for them. Otherwise, they will not be able to see the status of their tickets. Secondly, all users will see all tasks.
Zendesk isn't bad.

Answer 7

In fact, JIRA can also be used for support. Here are the articles:
confluence.atlassian.com/display/JIRA/JIRA+as+a+Support+System
confluence.atlassian.com/display/JIRAKB/Using+JIRA+for+Helpdesk+or+Support

Answer 8

OTRS is, of course, a nuclear reactor. The point about the level of employees can be solved at the auto-cc level.
The easiest way to "look at OTRS" is naunet.ru/s/lab/hosted/otrs/ .
If you like it, download from offsite and put it on your hardware.

Answer 9

if there are no more than 5 operators, then you can try ManageEngine
I liked it. Convenient to configure.

Answer 10

Since the budget is not specified, I can advise Service Now. Quite a popular system. A large number of developers and vendors who will support and set up. Everything you wrote is there and more.

Answer 11

From paid - Atlassian Jira:
- confluence.atlassian.com/display/JIRAKB/Using+JIRA+for+Helpdesk+or+Support
- confluence.atlassian.com/display/JIRA/JIRA+as+a+Support+System
- www .teamlead.ru/display/MAIN/JIRA+HelpDesk
- etc.
From the free - RT
- requesttracker.wikia.com/wiki/index.php?search=helpdesk

Answer 12

I will give my vote for Kayako, they took it when it was still an eSupport and the price was not so exorbitant, an extremely intuitive and advanced system.
As far as I can tell, maybe everything you listed on your list. At the same time, it is easy to install and then “just works”, we had no problems with this system.
You can see the prices and be horrified here . eSupport cost the company about 300 - 350 USD a few years ago, and as far as I remember, this was without restrictions on the number of users.
A droplet about OTRS, I practically didn’t use this system, but I set it to “look”, in my opinion, there is simply no intuitiveness compared to Kayako, and setting up OTRS is a different story.
And a little about the Request Tracker, I also practically didn’t use it, only installing and exploring the possibilities, installing and configuring is much easier, in my opinion than OTRS, for example, but the intuitiveness is somewhat lame.
And by the way, Kayako does not pay me anything for such flattering reviews :(

Answer 13

RT - www.bestpractical.com/rt/
we have about a hundred users of the system, including twenty operators (the rest are performers)
for five years, the system has accumulated about a million processed applications

Answer 14

Well, now you have embarked on a search path that will sooner or later lead you to the ACM ideology :)
Better early :) My search led me to this casepress.org/
In fact, everything you wrote is there or can be easily expanded to this , because it expands easily and specialists can be found without much difficulty.

Answer 15

still with mail and hierarchy there is inframanager

Answer 16

It may seem strange, of course, but as an option - helpdesk from hostcrm . Reasonably priced compared to the rest.

Answer 17

If on any platform, then: IT department management 8 on 1C

Answer 18

And what did you end up choosing?
We also had a question, as a result, they bought it and rewrote it for us.