What helpdesk'om do you use?

Question

Helpdesk

What kind of helpdesk do you use? And do you use it at all?
How is the process of using it organized (is it important for tickets (do they need them at all)?
Levels of technical support specialists, types of incidents (your list), norms (time) for resolving these incidents)?

Answer 1

I will be brief, we use - System Center Service Manager 2012. Sharpened under ITIL.

Answer 2

glpi Ticket
Severity will work if users understand what it's for.
Types of incidents/requests according to the experience of the organization (problems with PC, problems with the printer, others, their own specifics...), a large list will only scare away users, and the missing elements will increase over time. The main thing here is to force everyone to use helpdesk.

Answer 3

We have a web development and support company for web projects. Applications 50-100 per day. Clients, as a rule, are used to contacting via e-mail, they tried to insist on using the client portal - but it's hard. The only thing they accepted as a rule is that all applications come only to the system, if not in the system - there is no application, especially since writing an e-mail is not a problem.
We certainly use statuses, more for analyzing applications (we catch the percentage of our own errors, and in general what the client asks - since clients are on service, we optimize consumption :) ).. Statuses are used - but rather inactively (as Kpblc wrote, users do not understand why this is that all applications are urgent). We also track the actual time spent on applications for future analysis. + there are departments, sales processing at a simple level, so we write tasks there.
Using the helpdeskeddy.com SaaS version, the cost was the deciding factor between it and Kayako.